Faktor-Faktor Yang Mempengaruhi Customer Loyalty Pada Internet Service Provider Pengguna Firstmedia Di Jakarta
Total View This Week0
Total View This Week0
Institusion
STIE Indonesia Banking School
Author
Hadiatama, Merdeysa
Subject
HD28 Management. Industrial Management
Datestamp
2020-11-04 08:35:54
Abstract :
The Purpose of this research is to know what factors have significant influence to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. For testing the validity from that hypothesis it?s needed a r elated data from Customer?s opinion. Data explored based one judgment and worker opinion from 185 respondents. The result of data analyze by Multiple Regression test shows that ? = -2,336 + 0,066X1 + 0,149X2+ 0,047X3+ 0,030X4+ 0,390X5, Service Quality variable ( X1) t has calculate 3,516, Customer Satisfaction variable (X2) t calculate 2,480, Corporate Image variable (X3) t calculate 0,64, Price Perception variable (X4) t calculate 0,370, Switching Cost variable (X5) t calculate 5,449. By using level significant alpha (5%) hence all variables in this research statistically is significant. Coefficient of determination (adjusted R2) 0,563, this thing means that independent variables can explain about dependent variables equal to 56,3%. F statistic test shows 48,486 it means that independent variable influences to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. Based on research by Multiple Regression test, it can be concluded that the variables of Service Quality, Customer Satisfaction, Corporate Image, Price Perception and Switching Cost influence both individually and simultaneously. Keyword: Service Quality, Customer Satisfaction, Corporate Image, Price Perception, Switching Cost, and Customer Loyalty.
The Purpose of this research is to know what factors have significant influence to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. For testing the validity from that hypothesis it?s needed a r elated data from Customer?s opinion. Data explored based one judgment and worker opinion from 185 respondents. The result of data analyze by Multiple Regression test shows that ? = -2,336 + 0,066X1 + 0,149X2+ 0,047X3+ 0,030X4+ 0,390X5, Service Quality variable ( X1) t has calculate 3,516, Customer Satisfaction variable (X2) t calculate 2,480, Corporate Image variable (X3) t calculate 0,64, Price Perception variable (X4) t calculate 0,370, Switching Cost variable (X5) t calculate 5,449. By using level significant alpha (5%) hence all variables in this research statistically is significant. Coefficient of determination (adjusted R2) 0,563, this thing means that independent variables can explain about dependent variables equal to 56,3%. F statistic test shows 48,486 it means that independent variable influences to customer loyalty in Internet Service Provider FirstMedia users in Jakarta. Based on research by Multiple Regression test, it can be concluded that the variables of Service Quality, Customer Satisfaction, Corporate Image, Price Perception and Switching Cost influence both individually and simultaneously. Keyword: Service Quality, Customer Satisfaction, Corporate Image, Price Perception, Switching Cost, and Customer Loyalty.
Download
book
BibTex
Latex, Jabref
cloud_download
Original Resource
url resource Institution
