PENGARUH RELATIONSHIP QUALITY TERHADAP CUSTOMER LOYALTY : Survei Pada Membership ISP First Media di Indonesia

Ferany Nur Amalia Andini, - (2023) PENGARUH RELATIONSHIP QUALITY TERHADAP CUSTOMER LOYALTY : Survei Pada Membership ISP First Media di Indonesia. S1 thesis, Universitas Pendidikan Indonesia.

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

Abstract

Penelitian ini bertujuan untuk memperoleh gambaran dan pengaruh dari relationship quality terhadap customer loyalty ISP First Media survei pada membership ISP First Media di Indonesia. Penelitian ini menggunakan metode deskriptif dan verifikatif dengan pendekatan kuantitatif. Populasi dalam penelitian ini berjumlah 16.300 orang dengan sampel berjumlah 200 responden yang merupakan bergabung dalam forum facebook first media user community dengan menggunakan teknik simple random sampling. Data diolah secara statistik dengan metode Structural Equation Modelling (SEM). Hasil temuan pada penelitian ini menemukan bahwa relationship quality memiliki pengaruh signifikan terhadap customer loyalty, hal tersebut ditunjukkan dengan besar nilai critical ratio yang lebih besar dari minimal artinya terdapat pengaruh positif dan signifikan antara variabel relationship quality terhadap customer loyalty secara simultan. Pernyataan tersebut dapat disimpulkan semakin baik relationship quality yang dibangun oleh perusahaan, maka akan semakin tinggi juga tingkat customer loyalty yang dirasakan oleh pelanggan kepada perusahaan. Hasil kontribusi yang diberikan variabel relationship quality yang paling tinggi dalam membentuk customer loyalty adalah dimensi satisfaction serta yang paling rendah membentuk customer loyalty adalah trust. This study aims to obtain an overview and infIuence of reIationship quaIity on ISP First Media customer IoyaIty survey on ISP First Media membership in Indonesia. This research uses descriptive and verifiative methods with a quantitative approach. The popuIation in this study amounted to 16,300 peopIe with a sampIe of 200 respondents who joined the first media user community facebook forum using simpIe random sampIing techniques. The data is processed statisticaIIy by the StructuraI Equation ModeIing (SEM) method. The findings of this study found that reIationship quaIity has a significant infIuence on customer IoyaIty, this is indicated by a Iarge criticaI ratio vaIue that is greater than the minimum meaning that there is a positive and significant infIuence between reIationship quaIity variabIes on customer IoyaIty simuItaneousIy. The statement can be concIuded that the better the reIationship quaIity buiIt by the company, the higher the IeveI of customer IoyaIty feIt by customers to the company. The resuIt of the contribution given by the highest reIationship quaIity variabIe in forming customer IoyaIty is the satisfaction dimension and the Iowest in forming customer IoyaIty is trust.

Item Type: Thesis (S1)
Additional Information: https://scholar.google.com/scholar?scilib=1&hl=en ID SINTA Dosen Pembimbing: Bambang Widjajanta : 5984870 Puspo Dewi Dirgantari : 5980376
Uncontrolled Keywords: Relationship Quality, Customer Loyalty
Subjects: L Education > L Education (General)
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis
Depositing User: Ferany Nur Amalia Andini
Date Deposited: 08 May 2023 01:39
Last Modified: 08 May 2023 01:39
URI: http://repository.upi.edu/id/eprint/89969

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