Lonardy, Cesar Jeremiah (2025) Analisis service quality terhadap customer loyalty melalui customer satisfaction pada pengguna operator telekomunikasi Indosat Ooredoo Hutchison (IOH) di Jakarta. Masters thesis, Universitas Pelita Harapan.
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Abstract
Penelitian ini bertujuan untuk mengkaji pengaruh kualitas layanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada pengguna Indosat Ooredoo Hutchison (IOH) di Jakarta. Lima dimensi kualitas layanan yang dianalisis meliputi Jaringan, Layanan Pelanggan, Layanan Nilai Tambah (VAS), Struktur Harga, dan Sistem Penagihan.
Pendekatan kuantitatif digunakan dengan metode survei melalui kuesioner yang disebarkan kepada 200 responden. Data dianalisis menggunakan Structural Equation Modeling (SEM) dengan bantuan perangkat lunak AMOS versi 24.0.
Hasil penelitian menunjukkan bahwa Layanan Pelanggan berpengaruh signifikan terhadap Kepuasan Pelanggan, sementara Jaringan dan Struktur Harga memiliki pengaruh langsung dan signifikan terhadap Loyalitas Pelanggan. Sebaliknya, Layanan Nilai Tambah dan Sistem Penagihan tidak menunjukkan pengaruh signifikan. Selain itu, Kepuasan Pelanggan tidak berpengaruh signifikan terhadap Loyalitas Pelanggan dalam konteks ini.
Temuan ini menunjukkan bahwa aspek teknis layanan dan strategi harga lebih penting dalam membentuk loyalitas dibandingkan kepuasan umum. Studi ini memberikan wawasan praktis bagi penyedia layanan telekomunikasi dalam menyusun strategi layanan dan mempertahankan pelanggan.
Item Type: | Thesis (Masters) |
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Creators: | Creators NIM Email ORCID Lonardy, Cesar Jeremiah NIM02629230021 cesarjeremiahlonardy@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Dananjaya, Yanuar UNSPECIFIED yanuar.dananjaya@uph.edu |
Uncontrolled Keywords: | kualitas layanan; kepuasan pelanggan; loyalitas pelanggan; SEM; Indosat Ooredoo Hutchison |
Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Surabaya > Business School > Master of Management Current > Faculty/School - UPH Surabaya > Business School > Master of Management |
Depositing User: | Cesar Jeremiah Lonardy |
Date Deposited: | 26 Jun 2025 01:48 |
Last Modified: | 26 Jun 2025 01:48 |
URI: | http://repository.uph.edu/id/eprint/68853 |