ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PRODUK INDIHOME FIBER (STUDI PADA PLASA TELKOM YOS SUDARSO JAKARTA UTARA)

MULIDIADILLAH, MULIDIADILLAH (2016) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PRODUK INDIHOME FIBER (STUDI PADA PLASA TELKOM YOS SUDARSO JAKARTA UTARA). D3 thesis, Universitas Negeri Jakarta.

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Abstract

Analisis Kualitas Pelayanan Terhadap Loyalitas Pelanggan Produk IndiHome Fiber (Studi Pada Plasa Telkom Yos Sudarso Jakarta Utara).. Study Program Of D-III Marketing Management. Fakulty Of Economic. State University Of Jakarta. This scientific work is created with the aim to determine whether the effect of service quality on customer loyalty IndiHome Fiber Products. Quality of Service as the independent variable (the independent variable) and Customer Loyalty as the dependent variable (the dependent variable). The dimensions of quality of service, that is tangible, reability, responsivines, assurance, and emphathy. While on customer loyalty measured dimensions of cognitive loyalty, affective loyalty, loyalty conative and action loyalty. The population data is the consumers who use the Internet network at Plasa Telkom IndiHome Fiber Yos Sudarso, North Jakarta and samples are 30 respondents. The method used in this research is the analysis of the causal / causal and statistical inference methods of data collection through literature and questionnaires. Statistical analysis showed that there is influence between service quality on customer loyalty in IndiHome Fiber product of Telkom. Keywords: service quality, customer loyalty

Item Type: Thesis (D3)
Additional Information: Pembimbing : Setyo Ferry Wibowo, SE, M.Si
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Manajemen Umum (General Management) > Manajemen Kontrol dan Kualitas (Control and Quality Management)
Divisions: Fakultas Ekonomi > D3 Manajemen Pemasaran
Depositing User: Roni Faslah
Date Deposited: 07 Jan 2018 06:33
Last Modified: 18 Feb 2018 07:28
URI: http://repository.fe.unj.ac.id/id/eprint/2310

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