PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER COMMITMENT, CUSTOMER VALUE TERHADAP CUSTOMER BEHAVIOURAL LOYALTY PADA LAYANAN INTERNET INDIHOME DI SURABAYA

  • Galih Luhur Pambudi Jurusan Manajemen Pemasaran Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Penelitian ini bertujuan menguji pengaruh Information Quality dan Privacy terhadap Behavioural Loyalty internet Indihome di Surabaya. Penelitian ini menggunakan Purposive sampling dengan sampel sebanyak 180 responden. Penelitian ini menggunakan pendekatan kuantitatif melalui pengujian secara statistik.  Pengujian dilakukan dengan menggunakan SEM (Structural Equation Modeling) melalui software AMOS 21 (Analysis of Moment Structures)  untuk menguji model pengukuran dan struktural. Hasil penelitian ini menunjukan bahwa Information Quality dan Privacy mempengaruhi Customer Satisfaction, Customer Commitment, Customer Value dan Customer Satisfaction, Customer Commitment, Customer Value mempengaruhi Behavioural Loyalty.  Sedangkan  Information Quality dan Privacy secara langsung tidak mempengaruhi Behaviour Loyalty.

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Published
2017-09-01
How to Cite
PAMBUDI, Galih Luhur. PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION, CUSTOMER COMMITMENT, CUSTOMER VALUE TERHADAP CUSTOMER BEHAVIOURAL LOYALTY PADA LAYANAN INTERNET INDIHOME DI SURABAYA. CALYPTRA, [S.l.], v. 6, n. 2, p. Hal. 1068 – 1088, sep. 2017. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/1034>. Date accessed: 15 aug. 2018.