Open AccessFaktor-Faktor Terpenting Yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan Pengguna Jaringan 4G di Denpasar
Author(s) -
Silviana Melda Kolo,
Gede Sri Darma
Publication year - 2020
Publication title -
jurnal manajemen bisnis/jurnal manajemen and bisnis
Language(s) - English
Resource type - Journals
eISSN - 2685-9823
pISSN - 1829-8486
DOI - 10.38043/jmb.v17i1.2342
Subject(s) - loyalty business model , service quality , customer satisfaction , business , product (mathematics) , quality (philosophy) , business administration , advertising , service (business) , marketing , mathematics , geometry , philosophy , epistemology
The purpose of this study is to find out and analyze the effect of product quality and service quality to customer satisfaction, to find out and analyze the effect of quality product and service quality to customer loyalty of Tekomsel’s 4G network user in Denpasar. This study uses primer data in the form of quisioner data distributed to Telkomsel’s 4G network user in Denpasar. By using this random sampling method, then obtained amount of counted 100 samples. The analyis technique used is PLS (Partial Least System (technique). The reserach shows that (1) The product quality has significant influence to the customer’s satisfaction (2) the service quality has significant influnce to the customer’s satisfaction (3) the product quality has significant influence to the customer’s loyalty (4) the service quality has significant influence to the customer’s loyalty (5) the customers satisfacion has significant influence to the customer’s loyalty.