ANALISIS PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION DAN IMPLIKASINYA TERHADAP CUSTOMER LOYALTY PADA INDUSTRI TELEKOMUNIKASI DI INDONESIA (Studi Kasus Pelanggan Xl Prioritas Pt.Xl Axiata,Tbk Regional Jakarta Selatan)

PUTRI, RENDHITA ISTIMARINI (2019) ANALISIS PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION DAN IMPLIKASINYA TERHADAP CUSTOMER LOYALTY PADA INDUSTRI TELEKOMUNIKASI DI INDONESIA (Studi Kasus Pelanggan Xl Prioritas Pt.Xl Axiata,Tbk Regional Jakarta Selatan). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Indonesian telecommunication industry is getting more competitive with increased of internet and mobile phone penetration. This leads to shifting focus towards customer satisfaction and loyalty. Service quality and perceived value become measurement methods to predict customer satification. This study analyse the correlation of service quality and perceived value on customer satisfaction and loyalty. Data collected from 130 respondents through on-field survey using purposive sampling technique across Jakarta Selatan region and the survey was restricted to XL Axiata subscribers using XL Prioritas. The data obtained from the survey were analysed by Structural Equation Modelling, LISREL 8.80 software. The result shows that there is siginificant and positive correlation between service quality and perceived value to customer satisfaction and between service quality and perceived value to customer loyalty. The perceived value has most impact on both customer satisfaction and customer loyalty and should be seen as key variabel to measure customer satisfaction of services in telecommunications industries. Key Words: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, Telecommunication.

Item Type: Thesis (S2)
Call Number: TM/51/19/062
NIM: 55116120096
Uncontrolled Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, Telecommunication.
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.23 Media (Means of Communication)/Media (Sarana Komunikasi)
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.24 Content/Isi Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 384 Communications Telemunications/Komunikasi Telekomunikasi
300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 384 Communications Telemunications/Komunikasi Telekomunikasi > 384.3 Computer Communication/Komunikasi Komputer
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 24 Oct 2019 03:21
Last Modified: 24 Oct 2019 03:21
URI: http://repository.mercubuana.ac.id/id/eprint/51620

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