Faktor-Faktor Yang Mempengaruhi Customer Loyalty Pada Internet Service Provider Pengguna Firstmedia Di Jakarta

Hadiatama, Merdeysa (2012) Faktor-Faktor Yang Mempengaruhi Customer Loyalty Pada Internet Service Provider Pengguna Firstmedia Di Jakarta. S1 thesis, STIE Indonesia Banking School.

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Abstract

The Purpose of this research is to know what factors have significant influence to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. For testing the validity from that hypothesis it’s needed a r elated data from Customer’s opinion. Data explored based one judgment and worker opinion from 185 respondents. The result of data analyze by Multiple Regression test shows that Ŷ = -2,336 + 0,066X1 + 0,149X2+ 0,047X3+ 0,030X4+ 0,390X5, Service Quality variable ( X1) t has calculate 3,516, Customer Satisfaction variable (X2) t calculate 2,480, Corporate Image variable (X3) t calculate 0,64, Price Perception variable (X4) t calculate 0,370, Switching Cost variable (X5) t calculate 5,449. By using level significant alpha (5%) hence all variables in this research statistically is significant. Coefficient of determination (adjusted R2) 0,563, this thing means that independent variables can explain about dependent variables equal to 56,3%. F statistic test shows 48,486 it means that independent variable influences to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. Based on research by Multiple Regression test, it can be concluded that the variables of Service Quality, Customer Satisfaction, Corporate Image, Price Perception and Switching Cost influence both individually and simultaneously. Keyword: Service Quality, Customer Satisfaction, Corporate Image, Price Perception, Switching Cost, and Customer Loyalty.

Item Type:	Thesis (S1)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Prodi S1 Manajemen
Depositing User:	Ms Dyta Medina
Date Deposited:	04 Nov 2020 08:35
Last Modified:	16 Jul 2024 06:17
URI:	http://repository.ibs.ac.id/id/eprint/1315

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