International Journal of Social and Management Studies (IJOSMAS)
Vol. 3 No. 2 (2022): April 2022

The Effect Of Service Quality Perception And Company Image On Customer Satisfaction And Their Impact On Customer Loyalty Indihome

Aprilia Puspasari (Universitas Bina Sarana Informatika)
Ety Nurhayaty (Universitas Bina Sarana Informatika)
Dinar Riftiasari (Universitas Bina Sarana Informatika)
Puji Yuniarti (Universitas Bina Sarana Informatika)
Dedi Suharyadi (Universitas Bina Sarana Informatika)
Rini Martiwi (Universitas Bina Sarana Informatika)
Popon Rabia Adawia (Universitas Bina Sarana Informatika)
Baharuddin (Universitas Muhammadiyah Parepare)



Article Info

Publish Date
01 Apr 2022

Abstract

This study aims to examine and analyze the effect of perceived service quality and corporate image on satisfaction and its impact on Indihome customer loyalty. Data collection was carried out on Indihome customers in Jakarta, Bogor, Depok, Tangerang and Bekasi, using email and google forms during November 2021 for 125 respondents. The research was carried out in the form of field research, using the Simple Random Sampling technique, namely the sampling was carried out randomly without regard to the existing strata in the population. The data collected was analyzed using Structural Equation Modeling with SmartPLS version 3.0 software. The results showed that the perception of service quality was not significant to customer satisfaction, corporate image had a significant effect on customer satisfaction, perceived service quality had a significant effect on customer loyalty, corporate image had a significant effect on customer loyalty, customer satisfaction had a significant effect on customer loyalty, and customer satisfaction significantly mediated influence of Service Quality Perception and corporate image on Customer Loyalty.

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Journal Info

Abbrev

ijosmas

Publisher

Subject

Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

Description

International Journal of Social and Management Studies (IJOSMAS) is a peer-reviewed bimonthly journal that publishes empirical, conceptual and review papers of exceptional quality that contribute to enrich business administration thinking .The objective of the Journal is to disseminate knowledge, ...