JIBM
Vol 3 No 1 (2020): Jurnal Ilmiah Bina Manajemen

KUALITAS LAYANAN DAN KEPUASAN SERTA PENGARUHNYA TERHADAP LOYALITAS PELANGGAN

Suwarsito, Suwarsito (Unknown)
Aliya, Sabeli (Unknown)



Article Info

Publish Date
13 Mar 2020

Abstract

This research aims to identify and analyze the effect of the service quality and satisfaction variables toward customer loyalty. Method of data collection in this research is using the survey method with questionnaires. Population in this research is the customers of Indosat Unlimited in Depok. Based on the results of the analysis, it indicates that the service quality significantly influences the customer loyalty, shown by the t significant value of 0.000 smaller that α 0.05 with the regression coefficient of 2.537. service quality has a significant effect on the customer loyalty indicated by the t significant value 0.000 less than α =0.05. service quality and satisfaction significantly influence the customer loyalty shown by F significant value of 0.000 smaller than α=0.05 and are able contribute to the customer loyalty variables of 0.504 or 51.7%. the remaining 48.3% is influenced by other variables that are not examined in this research. Penelitian ini bertujuan untuk menjelaskan pengaruh variabel kualitas layanan dan kepuasan terhadap loyalitas pelanggan Indosat Unlimited di Cimanggis. Metode pengumpulan data dalam penelitian ini menggunakan metode survey melalui kuesioner. Berdasarkan hasil dari analisa penelitian ini, mengindikasikan bahwa kualitas layanan secara signifikan berpengaruh terhadap loyalitas pelanggan, ditunjukan dari nilai signifikan si uji t =0.000 lebih kecil dari α =0.05 dengan koefisien regresi =2.537. kualitas layanan secara signifikan berpengaruh terhadap loyalitas pelanggan ditunjukan dengan nilai signifikansi uji t =0.000 lebih kecil dari α=0,05. Kualitas layanan dan kepuasan secara simultan berpengaruh signifikan terhadap loyalitas pelanggan, ditunjukan dari nilai signifikansi uji F =0,000 lebih kecil dari α=0.05 dan mampu memiliki kontribusi terhadap variabel loyalitas pelanggan sebesar 0.504 atau 51.7%. sisanya sebesar 48.3% dipengaruhi oleh variable lain yang tidak dianalisa dalam penelitian ini.

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Journal Info

Abbrev

BINAMANAJEMEN

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

Description

The JIBM Journal is dedicated to understanding, exploring, and developing all aspect of management knowledge. The main objective is to provide an online forum to disseminate findings of research, overall discussion area of management worldwide. The editorial board welcomes original submissions in ...