eprintid: 8532
rev_number: 7
eprint_status: archive
userid: 50
dir: disk0/00/00/85/32
datestamp: 2024-10-21 02:35:31
lastmod: 2024-10-21 02:35:31
status_changed: 2024-10-21 02:35:31
type: thesis
metadata_visibility: show
creators_name: Lesmana, Rosa
creators_name: Hady, Hamdy
creators_name: Muharam, Hari
creators_NPM: 073218043
title: Determinan Customer Satisfaction Serta Implikasinya Terhadap Customer Loyalty Pengguna Internet Seluler XL pada Mahasiswa Perguruan Tinggi Besar Di Tangerang Selatan
ispublished: pub
subjects: AI
divisions: Pro_im
full_text_status: public
abstract: This research was conducted on the phenomenon of low levels of consumer loyalty to XL Axiata mobile internet service providers among students of the largest university in South Tangerang. The purpose of this study is to test and explain the effect of service quality, price and promotion on customer satisfaction and its impact on customer loyalty on xl
Axiata mobile internet amongstudents of the largest university in South Tangerang. The type of research used is descriptive survey and explanatory research with verificative
method. The population of the study wasstudentsfrom the three universities with a higests number of student in South Tangerang, the sample used the purposive sampling method
and the sample size is 220 respondents. Data collection using questionnaires. The data were analyzed with Sturctural Equation Modelling (SEM) and data analysis tools using
isrel 8.70. This study found that service quality had a positive and significant effect on customer satisfaction by 21%, price had a positive and significant effect on customer satisfaction
by 50%, and promotion had a positive and significant effect on customer satisfaction by 31%, simultaneously service quality, price and promotion have a positive and significant
effect on customer satisfaction by 91% service quality has a positive and significant effect on customer loyalty by 29%, price has a positive and significant effect on customer loyalty
by 20%, promotion has a positive and significant effect to customer loyalty of 16%. Meanwhile, customer satisfaction has a positive and significant effect on customer loyalty
by 35%. Simultaneous service quality, price, promotion and customer satisfaction have a positive and significant effect on customer loyalty by 89%
date: 2024
date_type: published
institution: Univ. Pakuan
department: Pascasarjana
thesis_type: Disertasi
thesis_name: Doktor
citation:   Lesmana, Rosa and Hady, Hamdy and Muharam, Hari  (2024) Determinan Customer Satisfaction Serta Implikasinya Terhadap Customer Loyalty Pengguna Internet Seluler XL pada Mahasiswa Perguruan Tinggi Besar Di Tangerang Selatan.  disertasi thesis, Univ. Pakuan.   
document_url: http://eprints.unpak.ac.id/8532/1/21.%20Rosa%20Lesmana.pdf