Susanto, Tri and Monoarfa, Dini Aldilla (2020) Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen (Studi kasus IndiHome Jakarta Timur). Universitas Bakrie. (Unpublished)
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018-2020 ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN IndiHome.pdf - Draft Version Download (1MB) | Preview |
Abstract
This study aims to analyze the tangible, reliability, responsiveness, assurance and empathy for customer satisfaction on Indihome customers in Jakarta Timur. The population used in this study is Indihome customers in Jakarta Timur. The number of samples used in the study were 63 respondents. The method of data collection was done using a questionnaire. This study uses Structural Equation Modeling analysis techniques using Partial Least square. Research uses the theory of service quality and strategic marketing. The results showed that reliability has a positive and significant effect on customer satisfaction, , empathy has a positive and significant effect on customer satisfaction, and assurance, responsiveness and tangible have a positive and insignificant effect on customer satisfaction.
| Item Type: | Other |
|---|---|
| Uncontrolled Keywords: | Analisis Faktor Yang Mempengaruhi Kepuasan Konsumen (Studi kasus IndiHome Jakarta Timur) |
| Subjects: | Customer Satisfaction Science Paper > Research Report |
| Divisions: | Lembaga Penelitian dan Pengembangan |
| Depositing User: | Ahmad Yani |
| Date Deposited: | 31 Aug 2020 05:29 |
| Last Modified: | 31 Aug 2020 05:29 |
| URI: | http://repository.bakrie.ac.id/id/eprint/3876 |
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