Analisis Pengaruh Pendukung Online Website Layanan Operator Seluler pada Kepuasan dan Loyalitas Pelanggan

Anwar, Andlie Liano (2007) Analisis Pengaruh Pendukung Online Website Layanan Operator Seluler pada Kepuasan dan Loyalitas Pelanggan. Jurnal thesis, STIE YKPN.

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The development of telecommunication technology was a promising business area because its outstanding potential. A company could increase the quality of its core service and pheriperal service in order to create customer loyalty. Therefore, this research aimed to analyze the effect of offline and online customer satisfaction on customer loyalty. Besides, this research also aimed to analyze the effect of custome delight, customer value and responsiveness on customer satisfaction, the effect of usability and e-scape design on customer delight, and the effect of customization and assurance on custome value. Respondent of this research was determined using convenience sampling by the number of sample as 200 respondents. Primary data collection was done using survey method of questionnaire. Research instrument test was conducted by Confirmatory Factor Analysis (CFA) for validity test and Cronbach Alpha test for reliability test. The analysis techniques used in this research were anova and regression analysis. The result of research showed that online delight and responsiveness had no significant effect on customer satisfaction. It meant that there was no significant effect of online delight variable on customer satisfaction of offline support and the effect of responsiveness on customer satisfaction of online support. Customization and assurance had a positive and significant effect on online value. Usability and e-scape also had a positive and significant effect on online delight. Online and offline satisfaction variables also had positive and significant effect on loyalty. Generally, loyalty was influenced directly by satisfaction variable, both online and offline satisfaction. Online satisfaction variable itself was influenced directly by online value variable that was also influenced indirectly by customization and assurance variables.

Item Type: Thesis (Jurnal)
Additional Information: Tesis dapat dibaca di Perpustakaan dengan call number ANW a 115/2007
Uncontrolled Keywords: online satisfaction, offline satisfaction, loyalty
Divisions: Program Pasca Sarjana > Jurnal Tesis Magister Manajemen
Depositing User: Pustakawan STIE YKPN
Date Deposited: 31 Jul 2019 03:15
Last Modified: 31 Jul 2019 03:25

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