Pengaruh Kualitas Produk dan Kepercayaan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Pengguna Wifi Firstmedia di Surabaya

Tambunan, Johan Septiawan (2019) Pengaruh Kualitas Produk dan Kepercayaan terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan Pengguna Wifi Firstmedia di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Firstmedia is a company that provides broadband internet, cable television, and cable communication services, which are overall dubbed "Triple play". This study aims to analyze the relationship between product quality and trust in customer satisfaction and customer loyalty at Firstmedia wifi in Surabaya this study has one hundred thirty-three respondents who have used Firstmedia wifi in Surabaya for at least three months. This study uses purposive sampling as an analysis technique which means this research was conducted in accordance with the criteria. the data obtained is the result of collecting questionnaires from respondents. This study uses SPSS 16 as a test tool. the results of this study are product quality and trust have a significant positive effect on customer satisfaction and customer satisfaction have a significant positive effect on customer loyalty Keyword : Product Quality, Trust, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: JOHAN SEPTIAWAN TAMBUNAN
Date Deposited: 03 Mar 2020 03:24
Last Modified: 03 Mar 2020 03:38
URI: http://eprints.perbanas.ac.id/id/eprint/6433

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