PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN JASA INDIHOME DI PLASA TELKOM KOTA MAKASSAR
| Main Author: | Octora, Nizar Pras |
|---|---|
| Format: | Article info application/pdf Journal |
| Bahasa: | eng |
| Terbitan: |
Bosowa University Publishing
, 2018
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| Online Access: |
http://ijbm.bosowapublishing.org/index.php/ijbm/article/view/44 http://ijbm.bosowapublishing.org/index.php/ijbm/article/view/44/43 |
Daftar Isi:
- This research used primary data through a survey on 100 customers of Indihome as samples taken from 24.663 customers who had been using Indihome since 2016. This research was done from August to November 2017. Path analysis was used to analyze the data through SPSS application.The results of this research show that: (1) Service Quality had positive and significant effect towards Customer Satisfaction; (2) Service Quality had positive and significant effect towards Customer Loyalty; (3) Customer Satisfaction had positive and significant effect towards Customer Loyalty; (4) Service Quality had indirectly positive and significant effect towards Customer Loyalty through customer Satisfaction.