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Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas pelanggan (studi pada pelanggan telkomsel terkait kasus pencurian pulsa aktivasi RBT) = Quality service and satisfaction customer loyalty studies in telkomsel RBT subscriber / Tris Finalia

Tris Finalia; Pinckey Triputra, co-promotor; Zulhasril Nasir, examiner; Eriyanto, examiner; Eduard Lukman, examiner ([Publisher not identified] , 2015)

 Abstrak

[ABSTRAK
RBT (Nada Sambung Pribadi) adalah produk layanan berupa nilai tambah
yang disediakan oleh perusahaan telekomunikasi bagi pelanggannya, dalam hal ini
Telkomsel. Aktivitas promosi yang dilakukan terhadap produk RBT seringkali
mengelabui pelanggan, hingga pelanggan secara tidak sadar mengalami kerugian
akibat pulsanya berkurang tanpa disadari. Konsekuensi dari kondisi tersebut
adalah pengajuan komplain oleh pelanggan kepada perusahaan telekomunikasi.
Penelitian ini akan melihat bagaimana pelayanan yang dilakukan oleh Telkomsel
dalam menanggapi komplain yang dilakukan oleh pelanggan, sehingga dapat
membentuk kepercayaan dan loyalitas pelanggan.
Penelitian ini menggunakan metode Struktural Equation Model (SEM)
dalam analisisnya dengan bantuan software SPSS AMOS 22. Penggunaan
Struktural Equation Model memungkin peneliti melakukan modifikasi terhadap
model awal sesuai dengan karakter responden yang menjadi objek penelitian.
Hasil penelitian menunjukkan adanya hubungan yang signifikan antara Kualitas
Pelayanan terhadap Kepuasan Pelanggan, dan hubungan yang juga signifikan
antara Kepuasan Pelanggan terhadap Loyalitas Pelanggan, namun mengugurkan
kesimpulan adanya hubungan langsung antara Kualitas Pelayanan terhadap
Loyalitas Pelanggan.

ABSTRACT
RBT (Ring Back Tone) is a value added services product that provide by
telecommunication company, in this case Telkomsel. Promotional activities
conducted on RBT products often deceive customers, to customers unknowingly
suffer losses due to reduced pulse unnoticed. Consequences of these conditions is
filing a complaint by the customer to the telecommunications company. This
study will look at how the service performed by Telkomsel in response to
complaints made by customers, so as to establish the trust and loyalty of
customers.
This study uses Structural Equation Model (SEM) in its analysis with SPSS
AMOS 22. Use of Structural Equation Model allows researchers to make
modifications to the initial model in accordance with the character of respondents
who becomes the object of research.
The results showed a significant relationship between the Quality of Service to
Customer Satisfaction, and also a significant relationship between Customer
Satisfaction to Customer Loyalty, however dispute conclusion of a direct link
between the Quality of Service to Customer Loyalty, RBT (Ring Back Tone) is a value added services product that provide by
telecommunication company, in this case Telkomsel. Promotional activities
conducted on RBT products often deceive customers, to customers unknowingly
suffer losses due to reduced pulse unnoticed. Consequences of these conditions is
filing a complaint by the customer to the telecommunications company. This
study will look at how the service performed by Telkomsel in response to
complaints made by customers, so as to establish the trust and loyalty of
customers.
This study uses Structural Equation Model (SEM) in its analysis with SPSS
AMOS 22. Use of Structural Equation Model allows researchers to make
modifications to the initial model in accordance with the character of respondents
who becomes the object of research.
The results showed a significant relationship between the Quality of Service to
Customer Satisfaction, and also a significant relationship between Customer
Satisfaction to Customer Loyalty, however dispute conclusion of a direct link
between the Quality of Service to Customer Loyalty]

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 Metadata

No. Panggil : T44434
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2015
Program Studi :
Bahasa : ind
Sumber Pengatalogan : LibUI ind rda
Tipe Konten : text
Tipe Media : unmediated ; computer
Tipe Carrier : volume ; online resource
Deskripsi Fisik : xiii, 125 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
  • Ketersediaan
  • Ulasan
No. Panggil No. Barkod Ketersediaan
T44434 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 20414357