ASLUQ, SAUVI HANIFAH (2021) ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN INDIHOME DENGAN PENDEKATAN METODE PLS (Studi Kasus Pelanggan Indihome Di Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
In this era of globalization, of course, requires an internet network to carry out all activities quickly. The needs of the community that are getting bigger have caused soaring demand and require that these internet service providers improve their quality for the satisfaction of their custom ers. Indihome is a fixed broadband business of PT Telkom Indonesia which seeks to strengthen its position as a market leader with a target of 8.3 million subscribers. This must be maintained by increasing customer satisfaction so as not to move to existing competitors. Therefore, it is necessary to conduct research on the factors that affect indihome customer satisfaction so as to increase competitiveness in the product marketing mix. The factors that affect customer satisfaction are numerous and complex, so in this study the partial least squares (PLS) approach is used. This research method uses 50 samples with purposive sampling technique. The results of this study indicate that the variables of service quality, price perception, and brand image have a significant effect on customer satisfaction. Meanwhile, the variables of product quality, perceived value, emotional factors, and work culture do not have a significant effect on customer satisfaction. The prediction model from the results of this study is able to explain the customer satisfaction variable by 86.3% (R2 = 0.863) and has relevant predictions (Q2 = 0.506). Keywords: Relationship Model, Customer Satisfaction, Structural Equation Modeling, Partial Least Squares.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Fatchullah Fatchullah | ||||||||
| Date Deposited: | 22 Jul 2021 09:18 | ||||||||
| Last Modified: | 22 Jul 2021 09:18 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/2333 |
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