PENGARUH KEPUASAN, KEPERCAYAAN DAN KUALITAS LAYANAN
TERHADAP LOYALITAS PADA PENGGUNA
TELKOMSEL SIMPATI DI SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
DEWANGGA, ARISTYA RAHADIYAN
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-16 02:39:19
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
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
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