PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPERCAYAAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN INDIHOME (Survey pada Plaza Telkom Rawamangun)

DEANDRA, KEVIN (2016) PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP KEPERCAYAAN SERTA DAMPAKNYA TERHADAP LOYALITAS PELANGGAN INDIHOME (Survey pada Plaza Telkom Rawamangun). S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Kevin Deandra, 2016; The Influence of Service Quality and Complaint Handling Toward Trust Along with Effect to Customer Loyalty of Indihome. Skripsi, Jakarta: Marketing Management Concentration, Management Study Program, Department of Management, Faculty of Economics, State University of Jakarta. Advisory: Setyo Ferry Wibowo SE, M.Si & Agung Kresnamurti RP, ST, MM. The purpose of this study was to: (1) to test empirically the impact of service quality toward trust in Indihome, (2) to test empirically the effect of complaint handling toward trust in Indihome, (3) to test empirically the impact of service quality toward customer loyalty in Indihome, (4) to test empirically influence complaint handling toward customer loyalty in Indihome, and (5) to test empirically the effect of trust toward customer loyalty in Indihome. Methods of data collection using survey methods. The object of this study was 200 respondents who used Indihome for approximately 6 months. Data analysis using SPSS version 19 and SEM (Structural Equation Model) of a statistical package LISREL 8.7 to process and analyze the research data. The results of descriptive test explained that the service quality provided is good according to the customer, so that the customer is believe and tend to be a loyal customer of Indihome. The hypothesis test shows: 1) the influence of service quality toward customer loyalty by 10%, 2) the influence of service quality toward trust by 31%, 3) the influence of complaint handling toward trust by 65%, 4) the influence of complaint handling toward customer loyalty by 23%. 5) the influence of trust toward customer loyalty by 87%. Keywords: service quality, complaint handling, trust, customer loyalty

Item Type: Thesis (S1)
Additional Information: Pembimbing I: Setyo Ferry Wibowo, SE, M.Si ., Pembimbing II: Agung Kresnamurti RP, ST, MM
Subjects: Teknologi dan Ilmu-Ilmu Terapan (Technology and Applied Science) > Manajemen (Management and Auxiliary Service) > Layanan Kantor (Office Services)
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 > S1 Manajemen
Depositing User: Budi Siswanto
Date Deposited: 11 Jan 2018 08:05
Last Modified: 11 Jan 2018 08:05
URI: http://repository.fe.unj.ac.id/id/eprint/2509

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