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Sri Setyo Iriani
Universitas Negeri Surabaya
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Journal : JIMAT (Jurnal Ilmiah Mahasiswa Akuntansi) Undiksha

 1 
Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Indihome Putri Nurzhavira Gusti; Sri Setyo Iriani
JIMAT (Jurnal Ilmiah Mahasiswa Akuntansi) Undiksha Vol. 13 No. 02 (2022)
Publisher : Universitas Pendidikan Ganesha

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Abstract

The purpose of this paper is to determine the effect of service quality and customer satisfaction on customer loyalty Indihome. The research method used is field research. The questionnaires were processed based on previous research questionnaires that had been carried out related to this research variable. The main research target sample consisted of telecommunication service users (Indihome) as many as 143 respondents. Because the dependent variable in this study is influenced by several independent variables, to perform Multiple Linear Regression Analysis the researcher uses the SPSS version 22 application. Reliability tests and statistical analysis were carried out to confirm the validity and reliability of the scale and answer research questions. The findings imply that service quality and customer satisfaction have been shown to have a positive and significant effect on the level of loyalty displayed by customers through research, data analysis, and discussion of findings. The limitation of the research or its implication is that for a more holistic research approach to customer loyalty, further research can examine customer satisfaction as a mediating variable or Z and by using other variables such as purchasing decisions, brand equity, trust, and commitment. Originality is very important for telecommunications services like Indihome, to understand what drives customer loyalty. This study yields useful findings, which Indihome managers can benefit from, in their efforts to develop and implement successful customer loyalty strategies.
Co-Authors Achmad Kautsar Achmad Rofian Djunaedi Achmad Rofian Djunaedi Agitya Kristantoko Agus Heru Maryanto Akbar, Achmad Muktafi Akbar, Aria Syaiful Al Romdany, Muhammad Aqil Muhsin Alfinatu Nikmah Ana Fitria Anang Kistyanto Andre Dwijanto Witjaksono Annisa Ristanti Arkan, Irsyad Arshad, Azlin Syafinaz Bintang Jalasena Anoraga Budi Purwoko Darmawan, Mirza Dwi Devie Rusiana Dewie Tri Wijayati Dewie Trie Wijayati Dian Anita Nuswantara Dicky Adi Nugroho Dinda Novitasari Albar Dwi Putri Septiara Dwiarko Nugrohoseno Dwiastuti Setyorini Emy Indriaswati Eri Rahardian Fadilah Rizki Solikhah Fahmiroellah Fariz Ismail Fanny Anggraeny Putri Febriana Sa'idah Firdha Afsari Putri Harti Hasanah, Inggrit Aulia Wati Hery Widijanto Inayah Ilahiyyah Ismail, Fahmiroellah Fariz Jayanti, Winka Alfi Jun Surjanti Kartika Ayu Wulandari Kartika Ayu Wulandari Khakim, M. Azizul Kusumawardani, Febriana Lathifa LAILATUL MAGHFIROH Lailatul Maghfiroh Lilis Ariyanti Lucia Tri Pangesthi. Luli Prandita M. Syah Syeh Iskhaq Martianto, Ishma Alfisa Masitha, Kharisma Nur Meylia Elizabeth Ranu Mirza Dwi Darmawan Muchammad Ghozi Izzuddin MUSDHOLIFAH MUSDHOLIFAH Nadia Asandimitra Haryono Novie Noordiana Rachma Yulia Novie Rachma Yulia Nugrahani Astuti Nugroho, Dicky Adi Nur Afifah Rosnadia Putri Prisma Pradana Suwarno Putri Puguh Yulianto Puguh Yulianto Purwohandoko Purwohandoko Putri Nurzhavira Gusti Putri, Fanny Anggraeny Ratih Amelia, Ratih Ratna Ika Sari Raya Sulistyowati Reynaldi Dwi Junianta Ria Astuti Andrayani Ria Astuti Andrayani Ria Astuti Andrayani, Ria Astuti Ristanti, Annisa Rizka Fadillah Rizky Ramadhany Sito Putri Rozaq, Khoirur Sakianata Maulidina Minarta Sanaji Sanaji Sanaji Sanaji, Sanaji Sanaji, Sanaji Sayuti, Nazura Mohamed Siti Sri Wulandari Sito Putri, Rizky Ramadhany Solly Aryza Sucihati, Roos Nana SUJARWANTO Tamara Virsa Putri Taty Untari Ulil Hartono Wibowo, Ristiaji Ari Winka Alfi Jayanti Yessy Artanti