INFLUENCE OF SERVICE QUALITY, SATISFACTION, TRUST AND RELATIONSHIP COMMITMENT OF CUSTOMER LOYALTY IN SURABAYA EXELCOMINDO
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
RENGGANA, VIOSANTRA
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-16 08:02:06
Abstract :
Competition telecommunications company in Indonesia is very strict, because Indonesia is a country that has the potential to develop the telecommunications business, it is exactly what underlies any competing telecom companies always provide high quality services to give satisfaction to the customers, so that customers become loyal to our products. Exelcomindo is a leading telecommunication company in Indonesia, can be seen from the number of subscribers increased from year to year. But with the continued increase in the number of customers Exelcomimdo not guarantee that they are satisfied with the services provided Exelcomindo. Therefore the aim of this study was to determine the true effect of service quality, satisfaction, relationship commitment, Customer Loyalty for Exelcomindo in Surabaya. The method used in this research is kuanntitatif methods for using primary data (questionnaire). The research was conducted in Surabaya, using SEM analysis tools AMOS 19. With a total of 120 respondents. From the results of this study have 5 hypothesis H1: Service Quality significant positive effect on satisfaction, H2: Quality Service a significant positive effect on trust, H3: Satisfaction significant positive effect on relationship commitment, H4: Trust significant positive effect on relationship commitment, H5 : Relationship commitment significant positive effect on loyalty Suggestions for EXELCOMINDO that besides improving the quality of service, Exelcomindo should be more willing to fight promo with other telecommunication services. Keywords: Quality of Service, Satisfaction, Trust, Relationship Commitment, Loyalty, Surabaya
Competition telecommunications company in Indonesia is very strict, because Indonesia is a country that has the potential to develop the telecommunications business, it is exactly what underlies any competing telecom companies always provide high quality services to give satisfaction to the customers, so that customers become loyal to our products. Exelcomindo is a leading telecommunication company in Indonesia, can be seen from the number of subscribers increased from year to year. But with the continued increase in the number of customers Exelcomimdo not guarantee that they are satisfied with the services provided Exelcomindo. Therefore the aim of this study was to determine the true effect of service quality, satisfaction, relationship commitment, Customer Loyalty for Exelcomindo in Surabaya. The method used in this research is kuanntitatif methods for using primary data (questionnaire). The research was conducted in Surabaya, using SEM analysis tools AMOS 19. With a total of 120 respondents. From the results of this study have 5 hypothesis H1: Service Quality significant positive effect on satisfaction, H2: Quality Service a significant positive effect on trust, H3: Satisfaction significant positive effect on relationship commitment, H4: Trust significant positive effect on relationship commitment, H5 : Relationship commitment significant positive effect on loyalty Suggestions for EXELCOMINDO that besides improving the quality of service, Exelcomindo should be more willing to fight promo with other telecommunication services. Keywords: Quality of Service, Satisfaction, Trust, Relationship Commitment, Loyalty, Surabaya
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