CD Tesis

Analisis Pengaruh Kepuasan Terhadap Loyalitas Pelanggan Kartu Flexi Trendy Kota Pekanbaru

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ATIKA HERLINA, NIM 1010247332, Mobile phone card business is a
business in the field of communication services, where the customer is a key in
the field. This study analyzes the factors of satisfaction on customer loyalty of
Flexi Trendy in Pekanbaru city. The formulation of the problem is the reduction in
market share nationally of Flexi Trendy ( prepaid ) during the last five years may
be indicated because of lowering customer loyalty of this card users. Therefore,
this study aimed to examine whether the variables of satisfaction that the product
quality, relationship value and price , product features (product
feature) ,reliability,Guarantee, response and problem solving , employee
experience , and the ease and comfort of an effect on loyalty . The samples are
users of Flexi Trendy card ( prepaid ) amounted to 100 people and is located in
Plasa Telkom Pekanbaru. The samples in this study is not random ( non -
probability sampling ) and analysis tool used is multiple linear regression by using
SPSS.17.
The results showed that there is positive and significant, both individually
and together (simultaneously) between product quality, relationship value and
price, product features (product feature), reliability, guarantee, response and
problem solving, employee experience, and ease of and comfort to loyalty. And
variable relationship between value and price have the most powerful influence in
creating customer loyalty Flexi Trendy. Thus the results of this study support the
all nine hypothesis that have been proposed in this study.
Based on the managerial implications of this study can be taken to increase
customer loyalty is to improve the quality of products such as signal quality,
internet access, increasing the number of BTS stations in order to reach a wider
and also improves service quality by conducting training for workers in order to
know the standard of service properly and have to give a clear warranty to
customers. Agenda for future research is needed to add another variable that
affects loyalty and increase the number of samples with a broader scope.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 04.114 (0312)

Penerbit

Pekanbaru : Universitas Riau- Pasca - Manajemen Pemasaran., 2014

Deskripsi Fisik

ix, 129 hlm.;ill,;29cm

Bahasa

ISBN/ISSN

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Klasifikasi

10 04.114 (0312)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Lubis

Versi lain/terkait

Lampiran Berkas

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