PENGARUH SERVICE QUALITY DAN CUSTOMER BONDING TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Indihome di Kota Bandung

Nisrina Munifah, - (2024) PENGARUH SERVICE QUALITY DAN CUSTOMER BONDING TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Indihome di Kota Bandung. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: https://repository.upi.edu/

Abstract

Penelitian ini bertujuan untuk memperoleh gambaran dan besaran pengaruh service quality dan customer bonding terhadap customer loyalty (survei terhadap pengguna Indihome di Kota Bandung). Jenis penelitian yang digunakan adalah deskriptif dan verifikatif dengan pendekatan kuantitatif. Populasi dalam penelitian ini berjumlah 258.100 dengan sampel 120 responden yang merupakan pengguna Indihome di Kota Bandung dengan menggunakan teknik pengambilan sampel yaitu simple random sampling. Data diolah secara statistik dengan menggunakan analisis regresi berganda dengan bantuan software SPSS 26.0 for Windows. Hasil temuan pada penelitian ini menemukan bahwa service quality, customer bonding, dan customer loyalty berada pada kategori tinggi. Service quality dan customer bonding memiliki pengaruh positif dan signifikan terhadap customer loyalty. Temuan ini menunjukkan bahwa penerapan service quality dan customer bonding dapat membangun customer loyalty pada pengguna Indihome di Kota Bandung. This research aims to obtain an overview and magnitude of the influence of service quality and customer bonding on customer loyalty (survey of Indihome users in Bandung City). The type of research used is descriptive and verification with a quantitative approach. The population in this study was 258.100 with a sample of 120 respondents who were Indihome users in Bandung City using a sampling technique, namely simple random sampling. The data was processed statistically using multiple regression analysis with the help of SPSS 26.0 for Windows software. The findings in this research found that service quality, customer bonding, and customer loyalty were in the high category. Service quality and customer bonding have a positive and significant influence on customer loyalty. These findings show that the application of service quality and customer bonding can build customer loyalty among Indihome users in Bandung City.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/citations?view_op=new_articles&hl=en&imq=Nisrina+Munifah# ID SINTA Dosen Pembimbing Rd Dian Herdiana Utama: 5993184 Dita Amanah: 5976422
Uncontrolled Keywords: Service Quality, Customer Bonding, Customer Loyalty
Subjects: H Social Sciences > HF Commerce
L Education > L Education (General)
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Bisnis
Depositing User: Nisrina Munifah
Date Deposited: 24 Sep 2024 05:49
Last Modified: 24 Sep 2024 05:49
URI: http://repository.upi.edu/id/eprint/125747

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