PENGARUH KUALITAS LAYANAN DAN KOMITMEN PELANGGAN
TERHADAP LOYALITAS PELANGGAN JASA INTERNET AHA
DI SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
PURWANDA, OKTA
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-15 05:54:39
Abstract :
With increasing globalization, need fast information and a powerful telecommunications. And the role of the internet in society has become a necessity. Internet users increased lead internet service providers to tighten competition for the broad market. Even so there are many customers who complain about the quality of service by the internet service provider. And quality of service is an important factor for long-term relationships with customers, and establishes a loyal customer of the services offered. On the other side customer commitment will also build customer loyalty. This study examined the effect of service quality and customer commitment to customer loyalty provider internet services AHA in Surabaya. Using 100 customers AHA as respondent and using equipment linier regression test with program SPSS 13.00 for windows. The results of this study indicate that there is a significant positive relationship between service quality on customer loyalty, customer commitment to customer loyalty, as well as with both the quality of customer service and commitment to customer loyalty. Keyword: service quality, customer commitment, customer loyalty
With increasing globalization, need fast information and a powerful telecommunications. And the role of the internet in society has become a necessity. Internet users increased lead internet service providers to tighten competition for the broad market. Even so there are many customers who complain about the quality of service by the internet service provider. And quality of service is an important factor for long-term relationships with customers, and establishes a loyal customer of the services offered. On the other side customer commitment will also build customer loyalty. This study examined the effect of service quality and customer commitment to customer loyalty provider internet services AHA in Surabaya. Using 100 customers AHA as respondent and using equipment linier regression test with program SPSS 13.00 for windows. The results of this study indicate that there is a significant positive relationship between service quality on customer loyalty, customer commitment to customer loyalty, as well as with both the quality of customer service and commitment to customer loyalty. Keyword: service quality, customer commitment, customer loyalty
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