Pengaruh Perceived Quality dan Image terhadap Customer Satisfaction dan Loyalty terhadap Pengguna Handphone di Batam

Firmansyah, Firmansyah (2012) Pengaruh Perceived Quality dan Image terhadap Customer Satisfaction dan Loyalty terhadap Pengguna Handphone di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

With the rapid development of technology, the world has become an information society built upon a foundation of telecomunication networks.Throught the innovation of information technologies such as mobile communication, time and space become compressed as well. The research integrates the American Customer Satisfaction Mobile, image, and perceived ease of use to study with the effect of perceived quality and image to the customer satisfaction and loyalty with the mobile phones in Batam Island The collection of data by distributing questionnaires to 200 respondents. Sampling is by using non-probability sampling methods and populations with Batam island communities that have used Nokia, Blackberry, Iphone, Sony Ericson and Samsung mobile phones.The statistical analysis software used for research was SPSS For the measurement of the variables used five Likert scale from strongly disagree to strongly agree. The results of this study indicate that perceived expectation significant effect on perceived quality, customer complaint significant effect on customer loyalty, perceived quality, perceived expectation, perceived value, image and perceived ease of use significant effect on customer satisfaction, perceived quality and perceived expectation significant effect on perceived value and, customer satisfaction and customer satisfaction and customer complaint significant effect on customer loyalty Keywords: Perceived quality, Perceived expectation, Image, Perceived ease of use, Customer satisfaction, Customer Loyalty

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