[ABSTRAK
Skripsi ini membahas tentang hubungan antara kualiats pelayanan, nilai yang rasakan, kepuasan pelanggan dalam mempengaruhi niat pembelian kembali layanan nilaitambah selular atau yang lebih dikenal Value Added Services (VAS) pengguna Telkomsel. Hasil penelitian menunjukkan bahwa kualitas pelayanan mempunyaipengaruh positif terhadap nilai yang dirasakan pelanggan, kepuasan pelanggan dan niat pembelian kembali. Untuk variabel Nilai yang dirasakn pelanggan jugadinyatakan berpengaruh secara positif terhadap kepuasan pelanggan kemudian berpengaruh positif tetapi hubungannya negatif atau tidak signifikan terhadap niatpembelian kembali dari pelanggan VAS Telkomsel. Hubungan kepuasan pelanggan berpengaruh secara positif terhadap niat pembelian kembali dari pelanggan VASTelkomsel. Hasil penelitian ini menyarankan agar peningkatan nilai yang dirasakanatau diterima pelanggan harus selalu ditingkatkan dan diperbaiki, sehingga bisnisyang berkelanjutan dan perolehan laba akan tetap stabil cenderung meningkat melaluipembelian kembali oleh pengguna VAS Telkomsel.ABSTRAK
This thesis studies about the relationship between service quality, perceived value,customer satisfaction affects post-purchase intentions mobile value added services orbetter known as Value Added Services (VAS) of the Telkomsel users. Results showedthat service quality has a positive impact on the perceived value by customers,customer satisfaction and post-purchase intentions. For perceived value by thecustomer variables also stated positively affect customer satisfaction and have apositive but a negative relationship or no significant effect on post-purchaseintentions of customers VAS Telkomsel. Relationships positively affect customersatisfaction on post-purchase intentions of customers VAS Telkomsel. These resultssuggest that increasing the perceived value the customer receives should always beupgraded and improved, so that a sustainable business and profitability will remainstable is likely to increase through the repurchase by the user VAS Telkomsel., This thesis studies about the relationship between service quality, perceived value,customer satisfaction affects post-purchase intentions mobile value added services orbetter known as Value Added Services (VAS) of the Telkomsel users. Results showedthat service quality has a positive impact on the perceived value by customers,customer satisfaction and post-purchase intentions. For perceived value by thecustomer variables also stated positively affect customer satisfaction and have apositive but a negative relationship or no significant effect on post-purchaseintentions of customers VAS Telkomsel. Relationships positively affect customersatisfaction on post-purchase intentions of customers VAS Telkomsel. These resultssuggest that increasing the perceived value the customer receives should always beupgraded and improved, so that a sustainable business and profitability will remainstable is likely to increase through the repurchase by the user VAS Telkomsel.] |
S-Corry Margaret.pdf :: Unduh