Analisis pengaruh network quality, customer service, information quality, dan security terhadap behavioural loyalty melalui attitudinal loyalty first media di Surabaya

Risdyanto, Albert (2016) Analisis pengaruh network quality, customer service, information quality, dan security terhadap behavioural loyalty melalui attitudinal loyalty first media di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

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Abstract

Semakin pesatnya perkembangan teknologi di dunia membuat setiap orang mendapatkan kemudahan dalam mengakses informasi dan kebutuhannya. Kemudahan tersebut bisa didapatkan lewat koneksi internet seperti mencari berita terkini, melihat kondisi rumah atau kantor dengn CCTV, membeli suatu produk, dll. Semua itu bisa dilakukan hanya dengan komputer atau smartphone bersama dengan jaringan internet. Untuk mendukung semua hal itu, dibutuhkan jaringan internet yang cepat dan aman dari penyedia jasa layanan akses internet yang disebut ISP. Salah satu perusahaan ISP terbaik di Indonesia yang mampu menyediakan layanan akses internet yang cepat dan aman itu adalah First Media Tujuan dari penelitian ini adalah untuk menganalisa pengaruh network quality, customer service, information quality, dan security terhadap behavioural loyaly pelanggan First Media di Surabaya melalui attitudinal loyalty. Penelitian ini merupakan penelitian kausal dengan metode penelitian yang digunakan adalah metode kuantitatif. Pengumpulan data yang dilakukan dalam penelitian ini dengan cara penyebaran kuesioner kepada responden yang memenuhi karakteristik sampel yaitu telah menggunakan First Media minimal selama 3 bulan, berdomisili di Surabaya dan pernah menghubungi call center / customer service First Media. Kuesioner yang berhasil terisi dengan lengkap dan benar sebanyak 165 kuesioner yang dengan begitu telah memenuhi aturan umum dalam pengambilan sampel yang minimalnya adalah 100 orang. Untuk pengolahan data kuesioner, peneliti menggunakan bantuan software SPSS versi 22. Hasil penelitian menunjukkan bahwa attitudinal loyalty dengan koefisien regresi paling tinggi, yaitu sebesar 0,681 secara positif dan signifikan mempengaruhi behavioural loyalty. Variabel network quality dengan koefisien regresi sebesar 0,383, dan security dengan koefisien regresi sebesar 0,218 secara positif dan signifikan mempengaruhi attitudinal loyalty. Variabel customer service dengan koefisien regresi sebesar 0,135, dan information quality dengan koefisien regresi sebesar 0,096 secara positif dan tidak signifikan mempengaruhi attitudinal loyalty / The rapid development of technology in the world to make everyone get ease in accessing information and needs. Ease can be obtained via the Internet connection such as looking for current news, see the condition of home or office by CCTV, buy a product, etc. All that can be done only with a computer or smartphone along with internet network. To support all of it, it takes a fast network and secure internet from providers of internet access service called ISP. One of the best ISP in Indonesia are able to provide fast internet access and safe it is First Media The purpose of this study was to analyze the influence of network quality, customer service, information quality, and security against behavioral loyaly of customers First Media Surabaya through attitudinal loyalty. This research is a causal research with the research method used is quantitative method. The data collected in this research by distributing questionnaires to the respondents who meet the characteristics of the sample that is already using First Media at least 3 months, domiciled in Surabaya and ever contacted the call center / customer service First Media. Questionnaires were successfully filled out completely and correctly as 165 questionnaires that has met with the general rule in sampling the minimum is 100 people. For processing of the questionnaires, researchers used SPSS version 22 . The results showed that attitudinal loyalty with the highest regression coefficient, with amounted to 0.681 positively and significantly affect behavioral loyalty. Variable network quality with a regression coefficient of 0.383, and security with a regression coefficient of 0.218 positively and significantly affect attitudinal loyalty. Variable customer service with a regression coefficient of 0.135, and information quality with a regression coefficient of 0.096 in a positive and does not significantly affect attitudinal loyalty

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