PENTINGNYA KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN DAN LOYALITAS PELANGGAN INDIHOME BANJARMASIN
Kata Kunci:
Kualitas layanan, kepuasan konsumen, loyalitas konsumenAbstrak
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan jasa provider Indihome di Banjarmasin terhadap kepuasan dan loyalitas konsumennya. Metode penelitan kuantitatif digunakan dalam penelitian ini. Kuesioner dengan skala likert disebarkan kepada 99 orang pengguna jasa Indihome di Banjarmasin. Metode pengambilan sample yang digunakan adalah convenience sampling yaitu dengan membagikan kuesioner di gerai Indihome, Banjarmasin. Data yang diperoleh selanjutnya diolah menggunakan analisis jalur / path analysis. Temuan penelitian ini menunjukkan bahwa variable reliability/ kehandalan dan empati berpengaruh secara signifikan terhadap kepuasan konsumen. Selanjutnya juga ditemukan bahwa variable kehandalan/reliability juga berpengaruh secara signifikan terhadap loyalitas konsumen
Unduhan
Referensi
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