Rayung Sekar Langi, . (2012) PENGARUH KUALITAS JARINGAN PELAYANAN TERHADAP KEPUASAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN PENGGUNA INTERNET MOBILE TELKOMSEL. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Telkomsel is the first GSM mobile telecommunications operator in Indonesia with a postpaid service. Telkomsel also became the first mobile operator in Asia that offer prepaid GSM service. Telkomsel's network covers 288 networks have international roaming in 155 countries by the end of 2007. As well as mobile operator Telkomsel has become the seventh in the world that has more than 100 million subscribers in the country by May 2011. A common problem in this study is whether there is influence of network quality of service on customer loyalty through customer satisfaction intermediaries Telkomsel mobile internet users. Generally, this study reported an empirical assessment. It is necessary for research using questionnaires distributed to the respondents, namely Telkomsel card user customer to determine the responses of network quality of service on customer loyalty through customer satisfaction intermediaries. The analysis was done by descriptive statistical methods, namely with some validity, reliability test, correlation, regression, analysis of pathways in which computation is performed by using SPSS 17. Based on the results of the discussion is concluded that the network quality of service on customer loyalty through customer satisfaction intermediaries have significant impact.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No. Panggil : 0940111086] [Penguji II (Pembimbing) : Nobelson] [Penguji I : Diana Triwardhani] [Ketua Penguji : Yuliniar] |
| Uncontrolled Keywords: | Quality of Service, Customer Satisfaction, Customer Loyalty. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | Muamar Khadafi |
| Date Deposited: | 29 Oct 2024 05:41 |
| Last Modified: | 29 Oct 2024 05:41 |
| URI: | http://repository.upnvj.ac.id/id/eprint/33952 |
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