Analisis service quality terhadap customer loyalty melalui customer satisfaction pada pengguna operator telekomunikasi Indosat Ooredoo Hutchison (IOH) di Jakarta.

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)
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

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