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Analisis Kualitas Pelayanan Dan Kualitas Produk Terhadap Dissatisfaction Dan Disloyalty Customer Indihome Di Kota Pekanbaru

This research aims to analyze the influence of service quality and product quality on dissatisfaction and disloyalty of Indihome customers in Pekanbaru City. The type of research used in this research is Explanatory Research with a quantitative approach. This study has an unknown population, so researchers used the Cochran formula to determine the sample size. The type of sampling technique in this research is Non-Probability Sampling with the Snowball Sampling type with a sample size of 96 people who have stopped subscribing to Indihome. The method used by Explanatory Research is data analysis testing, classical assumption testing, hypothesis testing, and path analysis as a data testing flow and is assisted by the SmartPLS version 4.0 application in terms of data processing. The research results show that (1) That there is a negative and significant influence of the Service Quality variable on Indihome Customer Dissatisfaction at PT. Telkom Indonesia in Pekanbaru City. (2) That there is a negative and significant influence of product quality variables on Indihome Customer Dissatisfaction at PT. Telkom Indonesia in Pekanbaru City (3) That there is a positive and significant influence of the dissatisfaction variable on Indihome Customer disloyalty at PT. Telkom Indonesia in Pekanbaru City. (4) That there is a negative and significant influence of the Service Quality variable on Disloyalty through Indihome Customer dissatisfaction at PT. Telkom Indonesia in Pekanbaru City. (5) That there is a negative and significant influence of product quality variables on disloyalty through dissatisfaction of Indihome customers at PT. Telkom Indonesia in Pekanbaru City

Keywords : Service Quality, Product Quality, Dissatisfaction, Disloyalty, Indihome

Ketersediaan
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Perpustakaan Universitas Riau 1802113506
1802113506
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
1802113506
Penerbit
Pekanbaru : Universitas Riau - FEB - Manajemen.,
Deskripsi Fisik
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Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
1802113506
Tipe Isi
-
Tipe Media
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Tipe Pembawa
-
Edisi
-
Subjek
MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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