PENGARUH KUALITAS LAYANAN PT INDOSAT TERHADAP LOYALITAS PELANGGAN IM3 DI WILAYAH KABUPATEN WONOGIRI DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI

SUSETYO, WASKITO BUDI (2010) PENGARUH KUALITAS LAYANAN PT INDOSAT TERHADAP LOYALITAS PELANGGAN IM3 DI WILAYAH KABUPATEN WONOGIRI DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI. Masters thesis, Universitas Sebelas Maret.

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    Abstract

    The purpose of this study is to determine: 1) The infulence of service quality to customer loyalty; 2) The influence of service quality to customer loyalty through customer satisfaction as mediated variable 3) Which is dominant, the direct influence of quality service to customer loyalty or indirect influence of quality service to customer loyalty with satiffaction as mediated variable. This research uses causal method design that research aimed at knowing whether or not the relationship between variables. The population of this research is IM3 customer in Wonogiri. Sample was taken by using non-probability sampling sampling method and taken a sample of 100 IM3 customers as respondents. Data collection techniques using the questionnaire method. Data analysis techniques using validity test, reliability test, testing of classical assumptions , multiple regression analysis, t test, F test, R 2 test, and path analysis test. The results showed that: 1) Service quality have direct, positive and significant influence to IM3 loyalty customer in Wonogiri. That means the better quality of service provided can build the higher customer loyalty and the first hypothesis (H1) stated acceptable; 2) Service quality have indirectly, positive and significant influence to customer loyalty through IM3 customer satisfaction in Wonogiri and the second hypothesis (H2) stated acceptable; 3) The direct influence of quality service to loyalty customer greater than the indirect influence of quality service to loyalty customer through customer satisfaction and the third hypothesis (H3) stated acceptable. Keywords: service quality, customer loyalty, customer satisfaction, mediating variable

    Item Type: Thesis (Masters)
    Subjects: H Social Sciences > H Social Sciences (General)
    H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Pasca Sarjana > Magister
    Pasca Sarjana > Magister > Magister Manajemen
    Depositing User: Andika Setiawan
    Date Deposited: 22 Jul 2013 11:38
    Last Modified: 22 Jul 2013 11:38
    URI: https://eprints.uns.ac.id/id/eprint/7737

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