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@thesis{thesis,
author={DEWANGGA ARISTYA RAHADIYAN},
title ={PENGARUH KEPUASAN, KEPERCAYAAN DAN KUALITAS LAYANAN
TERHADAP LOYALITAS PADA PENGGUNA
TELKOMSEL SIMPATI DI SURABAYA},
year={2013},
url={http://eprints.perbanas.ac.id/1219/},
abstract={Loyalty is a testament to the consumer is always a customer, who has the strength and
positive attitude of the company. Quality of service basically focused like a form and behavior
are related, but not the same as satisfaction resulting from expectations comparison with zoom.
Satisfaction is feeling happy or disappointed someone who comes from the comparison between
the impression of the performance (results) of a product with the expectation. Confidence as
assessments's relationship with another person who will perform certain transactions in line with
expectations in an environment of uncertainty.
This study aims to determine the significant influence of service quality on user
satisfaction sympathy Telkomsel provider in Surabaya. To find a significant influence on user
satisfaction user loyalty provider Telkomsel Simpati in Surabaya. To determine the significant
influence of satisfaction with the user credentials provider Telkomsel Simpati in Surabaya. To
find a significant influence on user loyalty trust provider Telkomsel Simpati in Surabaya. This
study uses analytical techniques Structural Equation Modelling (SEM).
Based on the results of SEM in service quality can have a significant effect on user
satisfaction Telkomsel Simpati Surabaya, user satisfaction is a significant effect on user
loyaltyTelkomsel Simpati in Surabaya, user satisfaction is a significant effect on user confidence
in Telkomsel Simpati Surabaya and trust users significant effect on user loyalty Telkomsel
Simpati in Surabaya.
Key Word: Loyalty, Service Quality, Satisfaction and Trust}
}