PENGARUH KUALITAS JASA DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS PELANGGAN ISP FASTNET (SURVEI PADA PELANGGAN FASTNET DI WILAYAH RW 11 KELURAHAN TEBET TIMUR KECAMATAN TEBET)

Hergieson, Septyawan (2012) PENGARUH KUALITAS JASA DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS PELANGGAN ISP FASTNET (SURVEI PADA PELANGGAN FASTNET DI WILAYAH RW 11 KELURAHAN TEBET TIMUR KECAMATAN TEBET). S1 thesis, Universitas Negeri Jakarta.

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Abstract

ABSTRACT Septyawan Hergieson, 2012; The Influence of Service Quality and Brand Trust on Customer Loyalty: Survey on FastNet Customers at RW 11 Kelurahan Tebet Timur Kecamatan Tebet. Advisory Team: Setyo Ferry Wibowo, SE, M.Si., Agung Kresnamurti, ST, MM This study aims to describe clearly about service quality, brand trust and customer loyalty on Fastnet users at RW 11 Kelurahan Tebet Timur Kecamatan Tebet. The second objective is to test the effect of service quality on customer loyalty. The third objective is to test the effect of brand trust on customer loyalty. And the fourth objective is to test the effect between service quality and brand trust to customer loyalty. Population of the research is Fastnet users who have subscribed to more than 1 year. Sampling totaled 106 respondents using nonprobability methods and more specifically using purposive sampling techniques. The research was carried out quantitatively, conclusive research design, methods of descriptive and causal. Analysis of the research was conducted using SPSS statistical application program (Statistical Package for the Social Science) version 19 for data processing. Results of t test showed significant influence service quality on customer loyalty with significant value 0.000, and brand trust also significantly influence customer loyalty with a significant value 0.003. The results of the F test showed a significant effect of service quality and brand trust on customer loyalty with significant value 0.000. And the result of determination analysis in this study shows the variations in the value of customer loyalty that is described in the variable service quality and brand trust by 25.1%. While the remaining 74.9% are influenced or explained by other variables that are not included in this research model. Keywords: Service Quality, Brand Trust, Customer Loyalty.

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