Determinan Customer Satisfaction Serta Implikasinya Terhadap Customer Loyalty Pengguna Internet Seluler XL pada Mahasiswa Perguruan Tinggi Besar Di Tangerang Selatan

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.

Text 21. Rosa Lesmana.pdf Download (2MB)

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%

Item Type:	Thesis (disertasi)
Subjects:	Pascasarjana > ILMU MANAJEMEN s3
Divisions:	Pascasarjana > Ilmu Manajemen (S3)
Depositing User:	PERPUSTAKAAN PASCASARJANA UNPAK
Date Deposited:	21 Oct 2024 02:35
Last Modified:	21 Oct 2024 02:35
URI:	http://eprints.unpak.ac.id/id/eprint/8532

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