PENGARUH KUALITAS LAYANAN, KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PT. TELKOM (STUDI KASUS PADA PT. TECHNOLOGY KARYA MANDIRI)

ISNAENI, IDA (2015) PENGARUH KUALITAS LAYANAN, KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PT. TELKOM (STUDI KASUS PADA PT. TECHNOLOGY KARYA MANDIRI). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The phenomenon of the broadband business growth not only in Indonesia but also in other countries in general. Based on data from Indo LTE Forum 2012 showed every 1,000 new broadband access users will grow to 80 new jobs. The data is clearly the good news that the distribution of broadband networks are being encouraged to be more quickly spread to all corners of Indonesia. This study aims to examine and analyze the effect of quality of service, satisfaction and loyalty implications for PT. Telkom, case studies on Technology Karya Mandiri. Research data is PT. Telkom all employees included and involved in the project committee as much as 135 employees. The sampling method use was saturated sampling where all members of the population used as a sample. The analytical method used is structural equation model (SEM) and correlation between dimensions. Goodness of index research results, among other, significance probability (P), RMSEA, GFI, AGFI, CMIN/DF, TLI and CFI is good of fit, it shows the quality of service TKM significant effect on satisfaction Telkom, the strongest effect was shown dimension tangible with complaints, satisfaction effects was shown by the dimensions of the complaint with repeat purchases. Service quality also affects the loyalty Telkom, the strongest effect was shown by the dimensions tangible with a positive dimension to the story. Keywords: quality of service, satisfaction, loyalty. Fenomena pertumbuhan bisnis broadband bukan hanya terjadi di Indonesia namun juga di negara-negara lain pada umumnya. Berdasarkan data Indo LTE Forum tahun 2012 menunjukkan setiap 1.000 pengguna akses broadband baru akan menumbuhkan 80 pekerjaan baru. Data tersebut jelas merupakan kabar baik bahwa sebaran jaringan broadband sedang dipacu agar semakin cepat menyebar ke seluruh pelosok Indonesia. Penelitian ini bertujuan menguji dan menganalisis pengaruh kualitas layanan, kepuasan dan implikasinya terhadap loyalitas PT. TELKOM, studi kasus pada PT.Technology Karya Mandiri. Data penelitian adalah seluruh pegawai PT.Telkom yang termasuk dan terlibat dalam panitia proyek sebanyak 135 pegawai. Metode sampling yang digunakan adalah sampling jenuh dimana semua anggota populasi dijadikan sebagai sampel. Metode analisis yang digunakan adalah stuctural equation model (SEM) dan korelasi antar dimensi. Hasil penelitian goodness of index antara lain significance probability (P), RMSEA, GFI, AGFI, CMIN/DF, TLI dan CFI adalah good of fit, hal ini menunjukkan kualitas layanan TKM berpengaruh signifikan terhadap kepuasan Telkom, pengaruh terkuat ditunjukkan dimensi tangible dengan komplain. Kepuasan berpengaruh terhadap loyalitas Telkom, pengaruh terkuat ditunjukkan oleh dimensi komplain dengan pembelian ulang. Kualitas layanan TKM juga berpengaruh kepada loyalitas Telkom, pengaruh terkuat ditunjukkan oleh dimensi tangible dengan dimensi cerita positif. Kata kunci : kualitas layanan, kepuasan, loyalitas

Item Type:	Thesis (S2)
Call Number CD:	CDT-551-15-190
Call Number:	TM/51/15/307
NIM/NIDN Creators:	55111120248
Uncontrolled Keywords:	kualitas layanan, kepuasan, loyalitas, quality of service, satisfaction, loyalty, MPS, Manajemen pemasaran
Subjects:	600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions:	Pascasarjana > Magister Manajemen
Depositing User:	Admin Perpus UMB
Date Deposited:	15 Sep 2015 11:34
Last Modified:	04 Jul 2022 04:33
URI:	http://repository.mercubuana.ac.id/id/eprint/7608

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