Putri, Andita Laksmi Ekarani Susilo (2020) Pengaruh Kualitas Layanan, Kepuasan dan Kepercayaan terhadap Loyalitas Pelanggan Wifi Indihome di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
The purpose of this study is to determine the effect of Service Quality, Satisfaction, and Trust on Customer Loyalty on Indihome wifi in Surabaya. The data used are primary data. The population used in this study are customers who use the Wifi Indihome internet network. The number of respondents in this study were 100 respondents with a minimum age criteria of 19 years and a minimum of 2 months using the Indihome Wifi Internet network in Surabaya. The method of data collection is both online and hardcopy questionnaire. Online questionnaire used google link survey form which was shared to respondents through whattsapp groups,Instagram ect., while hard-questionnaires were distributed to various hangout places such as coffee shops / cafes since they must provide their service by being supported with wifi. Techniques for analyzing data used The population used in this study are customers who use the Wifi Indihome internet network. The number of respondents in this study were 100 respondents with a minimum age criteria of 19 years and a minimum of 2 months using the Indihome Wifi Internet network in Surabaya. Structural Equation Modeling supported by the statistical application WarpPLS 6.0. The results of this study are that 1.) Service quality has a significant positive effect on loyalty. 2.) Satisfaction has a significant positive effect on loyalty. 3.) Satisfaction has a significant positive effect on loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | ANDITA LAKSMI EKARANI SUSILO PUTRI |
| Date Deposited: | 19 Feb 2021 02:52 |
| Last Modified: | 19 Feb 2021 02:52 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7434 |
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