ANALISIS HUBUNGAN INTERPERSONAL TERHADAP LOYALITAS PELANGGAN

Fitriansyah, Khelvin Aidil (2016) ANALISIS HUBUNGAN INTERPERSONAL TERHADAP LOYALITAS PELANGGAN. S1 thesis, Universitas Pendidikan Indonesia.

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

Abstract

Persaingan bisnis secara global untuk meningkatkan pertumbuhan ekonomi di dunia membuat suatu perusahaan harus memproduksi barang maupun jasa yang mempunyai kualitas sangat bagus agar pelanggan bertahan mengonsumsi produk maupun jasa. Dalam hal memberikan pelayanan yang terbaik kepada pelanggan di era kompetisi ini, harga produk tidak lagi mutlak menjadi faktor penentu bagi pelanggan dalam memilih sebuah produk. Kualitas produk dan layanan merupakan hal penting yang harus menjadi perhatian operator telekomunikasi. Hal tersebut juga diterapkan oleh PT Telekomunikasi Indonesia Tbk dengan strategi pelayanan terbaik melalui produknya yaitu Telkom Speedy. Penelitian ini bertujuan untuk mengetahui kinerja interpersonal relationship pada pelanggan Telkom Speedy di Kota Bandung, memperoleh deskripsi customer loyalty pada pelanggan Telkom Speedy di Kota Bandung dan mengetahui kinerja interpersonal relationship terhadap customer loyalty pada pelanggan Telkom Speedy di Kota Bandung. Jenis penelitian yang digunakan adalah deskriptif verifikatif, dan metode yang digunakan adalah explanatory survey dengan teknik simple random sampling dengan jumlah sampel 130 responden. Teknik analisis data yang digunakan adalah regresi linear sederhana dengan alat bantu software komputer SPSS 22.0. Berdasarkan hasil penelitian terhadap pengujian hipotesis dapat diketahui bahwa interpersonal relationship memiliki pengaruh yang positif terhadap customer loyalty.; Business competition globally to promote economic growth in the world make a company must produce goods or services that have very good quality in order to survive customers consume products and services. In terms of providing the best service to customers in the era of this competition, the price of the product is no longer absolutely be the deciding factor for the customer in choosing a product. The quality of products and services is an important thing that should be of concern to telecom operators. It is also applied by PT Telkom Indonesia Tbk with the best service through its product strategy, Telkom Speedy. This study aims to determine the performance of interpersonal relationship in Telkom Speedy customers in Bandung, obtain customer loyalty on the customer's description Telkom Speedyin Bandung and interpersonal relationships determine the performance of the customer loyalty in customers Telkom Speedy in Bandung. This type of research is descriptive verification, and the method used is explanatory survey with simple random sampling technique with a sample of 130 respondents. The data analysis technique used is a simple linear regression tool computer software SPSS 22.0. Based on the results of the study hypothesis testing showed that interpersonal relationships have a positive effect on customer loyalty.

Item Type: Skripsi Tesis Atau Disertasi (S1)
Additional Information: No. Panggil: S MBS FIT a-2016; Pembimbing: Ratih Hurriyati
Uncontrolled Keywords: Interpersonal Relationship, Customer Loyalty
Subjects: G Geography. Anthropology. Recreation > GT Manners and customs
H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis
Depositing User: Mr mhsinf 2017
Date Deposited: 31 Jul 2017 09:03
Last Modified: 31 Jul 2017 09:03
URI: http://repository.upi.edu/id/eprint/24313

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