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.

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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 CD: CD/551. 19 059
NIM/NIDN Creators: 55116120096
Uncontrolled Keywords: Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty, Telecommunication.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
Divisions: Pascasarjana > Magister Manajemen
Depositing User: Dede Muksin Lubis
Date Deposited: 30 Dec 2021 02:57
Last Modified: 19 Apr 2022 06:45
URI: http://repository.mercubuana.ac.id/id/eprint/53239

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