HUBUNGAN PENERAPAN MODEL EUROPEAN CONSUMER SATISFACTION INDEX (ECSI) PADA PELANGGAN SPEEDY DI PT. TELKOM YOGYAKARTA

Siska Marthatilova, Ruth (2010) HUBUNGAN PENERAPAN MODEL EUROPEAN CONSUMER SATISFACTION INDEX (ECSI) PADA PELANGGAN SPEEDY DI PT. TELKOM YOGYAKARTA. Other thesis, Universitas Sebelas Maret.

[img] PDF (Quality of Service, Internet Service Provider, Image, Customer Expectation, Customer Satisfaction, Perceived Quality, Perceived Value, Complaints and Loyalty) - Published Version
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    Abstract

    Competition among Internet Service Provider (ISP) in Indonesia has reached its peak, each telecom operator in Indonesia have started seriously to play served data. Currently there are several Internet Service Providers who are active in competition in the telecommunications sector. Telkom, which is a long time playerin the field of telecommunications in Indonesia do not want to be left to secure his position as ruler of data and voice services. One of them is through their flagship product that is Speedy. The purpose of this research is to determine: 1) the influence of image on customer expectation, customer satisfaction, and loyalty, 2) customer expectation of perceived quality, perceived value, and customer satisfaction; 3) perceived quality on perceived value, and customer satisfaction, 4) perceived value to customer satisfaction, 5) customer satisfaction on loyalty; 6) customer satisfaction on complaints; 6) complaints against Speedycustomer loyalty in the PT. Telkom Yogyakarta. The population in this study are all consumers Speedy in PT. Telkom Yogyakarta with Speedy customer research sample was of 155 respondents from 175 copies of questionnaires distributed. Sampling technique using accidental sampling method. The research method used in thisresearch using quantitative research methods with structural equation modeling using AMOS version 16 to test the hypothesis. The results obtained: 1. Image signifkkan positive effect on customer expectation, customer satisfaction, and loyalty. The results showed only the image of the customer relationship that has significant expectation (probability value <0.05). Customer expectation significant effect on perceived quality, perceived value, and customer satisfaction. Causality test results indicate that significantly affects only the customer expectation on perceived value and perceived quality (probability value <0.05). 2. Perceived quality has a significant positive impact on perceived value and customer satisfaction; Perceived value to customer satisfaction: Customer satisfaction has a significant positive impact on customer loyalty, customer satisfaction has a significant negative of complaints; Complaints have a significant negative effect on customer loyalty. 3. H2, H6, H7, and H9 study not proved. But H1, H3, H4, H5, H8, H10, H11, and H12 this study proved. The suggestions in this research is to PT. Telkom Yogyakarta, is expected to continue to improve the overall quality, network quality, service and product quality so that it can increase the overall quality foster consumer satisfaction.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik
    Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi
    Depositing User: Vignasari Kokasih
    Date Deposited: 21 Aug 2013 18:44
    Last Modified: 21 Aug 2013 18:44
    URI: https://eprints.uns.ac.id/id/eprint/10232

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