CD Tesis

Analisis Trust, Perceived Service Quality Dan Perceived Value Terhadap Kepuasan Dan Loyalitas Pada Layanan Data Telkomsel Flash Di Pekanbaru

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The population in this study are prepaid subscribers PT Telkomsel (simPATI, Kartu AS and Loop) in the city of Pekanbaru has subscribed more than three months. The method of determining the number of samples is done with reference to Isaac and Michael sampling of 348 samples were collected through questionnaires in Grapari Telkomsel Pekanbaru in Jl. Sudirman and Mall SKA Pekanbaru. Testing the hypothesis of the research is SEM (Structural Equation Modelling) by the application program AMOS 16.0.
The results showed that: (1) Trust no positive effect on customer loyalty data services Telkomsel Flash in the city of Pekanbaru (2) Trust on data services Telkomsel Flash in Pekanbaru city has been good and positive effect on customer satisfaction data services Telkomsel Flash in Pekanbaru. (3) perceived service quality positively affects customer satisfaction data services Telkomsel Flash in Pekanbaru. (4) perceived value is measured using the dimensions emotional value, social value, monetary value and functional value positive effect on customer satisfaction data services Telkomsel Flash in Pekanbaru. (5) variable positively influence customer satisfaction to customer loyalty data services Telkomsel Flash in Pekanbaru.
Keywords: trust, perceived service quality, perceived value, customer loyalty, customer satisfaction, Mobile Phones

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 217 (0007)

Penerbit

Pekanbaru : Universitas Riau – Pasca Sarjana – Magister Manajemen., 2017

Deskripsi Fisik

xiv, 172hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 217 (0007)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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