Analisis Kualitas Layanan yang Berdampak pada Kepuasan Pelanggan dan Loyalitas Pelanggan

Mariana, Eva (2010) Analisis Kualitas Layanan yang Berdampak pada Kepuasan Pelanggan dan Loyalitas Pelanggan. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In today's era of competition, Customer satisfaction is something that must take precedence. Company is required to align competencies, technology, and natural resources with the dynamic expectation of the customers. In achieving customer satisfaction, companies must provide a professional service quality) in serving customers, providing customer-oriented services so it can establish a good relationship quality where the customer trust and satisfied (satisfaction) with the company services. Customer satisfaction will lead customer to be commit and loyal to the company, and loyalty is the result that want to be achieved in this study. Telecommunication operator service users is the population in this study and the sample is the user of operators Telkomsel, Indosat, and Excelcom attending companies in Batam. Sample selection method using nonprobability sampling by purposive sampling. The data obtained through questionnaires to 110 respondents. Data analysis tools using simple regression analysis. Keywords : Service Quality, Customer Satisfaction, Trust and Customer Loyalty.

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