Pengaruh kualitas layanan dan pemanfaatan teknologi terhadap kepuasan dan loyalitas pengguna Indihome di Indonesia = Effect of service quality and technology utilization on Indihome user satisfaction and loyalty in Indonesia

Gunawan, Indra (2020) Pengaruh kualitas layanan dan pemanfaatan teknologi terhadap kepuasan dan loyalitas pengguna Indihome di Indonesia = Effect of service quality and technology utilization on Indihome user satisfaction and loyalty in Indonesia. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui mengenai loyalitas pelanggan Indihome. Untuk memenuhi tujuan, penelitian ini menguji pengaruh kualitas layanan dan pemanfaatan teknologi terhadap loyalitas pelanggan yang dimediasi oleh variabel kepuasan pelanggan. Teknik pengambilan pengambilan sampel yang digunakan adalah teknik sampel non-probability sampling yaitu purposive sampling dengan jumlah responden sebanyak 250 orang. Instrumen yang digunakan untuk pengumpulan data adalah kuesioner melalui Google Form yang terdiri dari 21 indikator. Pengujian terhadap kuesioner dilakukan dengan uji validitas dan reliabilitas. Selanjutnya, alat yang digunakan dalam analisis data adalah PLS-SEM dengan program SmartPLS 3.0. Terdapat 7 hipotesis dalam penelitian ini yaitu: (1) Kualitas Layanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan: (2) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap kepuasan pelanggan: (3) Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan: (4) Kualitas Layanan berpengaruh positif dan signifikan terhadap loyalitas pelanggan: (5) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap loyalitas pelanggan: (6) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan kualitas layanan terhadap loyalitas pelanggan: (7) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan pemanfaatan teknologi terhadap loyalitas pelanggan. / This study aims to find out about Indihome customer loyalty. To meet the objectives, this study examines the effect of service quality and technology utilization on customer loyalty which is mediated by customer satisfaction variables. The sampling technique used in this study was non-probability sampling, namely purposive sampling, with a total of 250 respondents. The instrument used for data collection was a questionnaire through Google Form which consists of 21 indicators. The testing of the questionnaire was conducted to test the validity and reliability. Furthermore, the tool used in data analysis is PLS-SEM with the SmartPLS 3.0 program. There are 7 hypotheses in this study, namely: (1) Service quality has a positive and significant effect on customer satisfaction: (2) The use of technology has a positive and significant effect on customer satisfaction: (3) Customer satisfaction has a positive and significant effect on customer loyalty: (4) Service quality has a positive and significant effect on customer loyalty: (5) Technology utilization has a positive and significant effect on customer loyalty: (6) Customer Satisfaction mediates positively and significantly the relationship between service quality and customer loyalty: (7) Customer satisfaction mediates positively and significantly the relationship between the use of technology and customer loyalty.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Gunawan, IndraNIM01011170282indragunawann139@gmail.com
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorHutabarat, MosesNIDN0329077202moses.hutabarat@uph.edu
Uncontrolled Keywords: kualitas layanan; pemanfaatan teknologi; kepuasan pelanggan; loyalitas pelanggan; Indihome
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 14323 not found.
Date Deposited: 02 Feb 2021 07:41
Last Modified: 02 Feb 2021 07:41
URI: http://repository.uph.edu/id/eprint/14657

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