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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS PELANGGAN (Studi Pelanggan Telkom Speedy Kantor Daerah Layanan Telekomunikasi Semarang)

Wismantoro, Yohan (2013) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS PELANGGAN (Studi Pelanggan Telkom Speedy Kantor Daerah Layanan Telekomunikasi Semarang). Jurnal Ekonomi Teknologi Informasi. ISSN 1411-2469

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    Abstract

    Custumer loyalty is still believed to be a strategy used to determine the success of company. Model of product quality, service quality is customer-oriented service have an impact directly on customer satisfaction dan Loyalty. Model then tested empirically towards a sample of customer Speedy Semarang Regional Office of Telecommunications Service by using SEM. The results obtained, the quality of product and service quality and significant positive effect on satisfaction. Similarly, satisfaction have significant positive effect on Loyalty. Keywords : quality product, quality service, satisfaction, Loyalty

    Item Type: Article
    Subjects: Ilmu Sosial > HB Economic Theory
    Semantik 2013 > HB Economic Theory

    T Technology > Teknik Informatika
    Universitas Dian Nuswantoro > Fakultas Ilmu Komputer > Teknik Informatika
    Divisions: Fakultas Ekonomi dan Bisnis
    Depositing User: Psi Udinus
    Date Deposited: 13 Feb 2015 12:54
    Last Modified: 13 Feb 2015 12:54
    URI: http://eprints.dinus.ac.id/id/eprint/14772

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