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Faktor-faktor penggerak satisfaction dan perceived switching cost, serta implikasinya terhadap loyalitas: telaah pada pelanggan kartu internet xl bulanan di jabodetabek

Theodore, Edbert Jethro (2014) Faktor-faktor penggerak satisfaction dan perceived switching cost, serta implikasinya terhadap loyalitas: telaah pada pelanggan kartu internet xl bulanan di jabodetabek. Bachelor Thesis thesis, Universitas Multimedia Nusantara.

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Abstract

Penelitian ini dilakukan untuk mencari pengaruh antara perceived quality, perceived switching cost, satisfaction, trust terhadap loyalty dalam industri telekomunikasi berbasis data. Peneliti menggunakan penelitian kuantitatif yaitu dengan cara melakukan penyebaran kuesioner secara online kepada pelanggan kartu internet XL yang telah menggunakan kartu internet XL selama 3 bulan atau lebih.Temuan dalam penelitian ini sesuai dengan hipotesis yang diajukan yaitu, perceived quality mempengaruhi perceived switching cost dan satisfaction. Trust, perceived switching cost, dan satisfaction mempengaruhi loyalty. Penyedia layanan XL diharapkan agar tetap menjaga perceived quality dari internet XL sehingga dapat meningkatkan loyalty pelanggan melalui satisfaction, perceived switching cost dan trust.Penelitian mengenai faktor-faktor perceived quality, perceived switching cost, satisfaction, trust dan loyalty, diharapkan dapat menjadi masukan dalam industri telekomunikasi berbasis data, serta dapat menjadi contoh untuk penelitian selanjutnya dalam meneliti variabel yang sama pada industri lainnya.

Item Type: Thesis (Bachelor Thesis)
Subjects: H Social Sciences > HB Economic Theory > HB201-206 Value. Utility
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > HD59-59.9 Marketing and Publicity > HD59.2 Consumer Behaviour
H Social Sciences > HE Transportation and Communications > HE1-9990 Transportation and communications > HE9713-9715 Cellular telephone services industry. Wireless telephone industry
Divisions: Fakultas Bisnis > Program Studi Manajemen
Depositing User: mr admin umn
Date Deposited: 10 Jul 2017 05:20
Last Modified: 14 Aug 2017 10:08
URI: http://kc.umn.ac.id/id/eprint/594

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