Analisis Faktor-Faktor yang Mempengaruhi Customer Loyalty pada Pengguna Internet Service Provider di Batam

Harefa, Kristin Fatilinia (2012) Analisis Faktor-Faktor yang Mempengaruhi Customer Loyalty pada Pengguna Internet Service Provider di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Development of business services firms, especially in the areas of internet service providers have now increased, so that competition becomes more intense with the increasing number of competitors. This situation requires companies to keep customers remain loyal. This study attempts to describes a theoretical model for investigate factors influencing customer loyalty towards Internet service provider. A questionnaire survey was conducted with the sample consisting of Internet service provider in Batam. The study also attempts to identify the most essential factors among those investigated: service quality, perceived value, trust, habit and reputation. This research has been tested using a sample of 350 respondents in Batam. Data obtained was processed by using SPSS 17. Simple regression method are used to analyze these data and hypotheses were tested empirically to demonstrate the applicability of the theoretical model. This study found that variables service quality, perceived value, trust, habit and reputation does have significant influence on customer loyalty. Keywords: Service Quality, Perceived Value, Trust, Habit, Reputation, Customer Loyalty, Internet Sevice Provider

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