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Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Indihome Di Kota Semarang

*Arifatu Afifah Khoirunnisa'  -  Department of Business Administration, Diponegoro University, Indonesia
Andi Wijayanto  -  Department of Business Administration, Universitas Diponegoro, Indonesia

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Abstract

Abstract: Currently, human life is inseparable from the internet. IndiHome is one of the largest internet service providers in Indonesia with an increase in subscribers every year. IndiHome subscribers until 2019 reached seven million subscribers. However, over time, many customers filed complaints to IndiHome regarding slow internet access, sudden increases in billing and so on. The purpose of this research is to determine the influence of service quality on IndiHome customer loyalty in Semarang City. This type of research is explanatory research. The sampling method in this research is nonprobability sampling by accidental sampling. Google form in this study is used to collect data. A total of 100 IndiHome respondents in Semarang City were used as research samples. The analysis data used simple linear regression. The research concludes that service quality has significant effects on customer loyalty.

 

Keywords: Service Quality; Customer Loyalty; IndiHome Semarang

 

Abstrak: Saat ini, kehidupan manusia tidak terlepas dari adanya internet. IndiHome merupakan satu dari sekian internet service provider terbesar di Indonesia dengan peningkatan pelanggan setiap tahunnya. Pelanggan IndiHome sampai tahun 2019 mencapai tujuh juta pelanggan. Namun, seiring berjalannya waktu pula, banyak pelanggan yang melayangkan keluhan kepada IndiHome mengenai lambatnya akses internet, kenaikan billing secara tiba-tiba dan lain sebagainya. Tujuan riset ini untuk mengetahui pengaruh kualitas pelayanan pada loyalitas pelanggan IndiHome di Kota Semarang. Tipe penelitian ini adalah explanatory research. Metode pengambilan sampel pada riset ini adalah nonprobability sampling dengan cara accidental sampling. Google form pada penelitian ini digunakan untuk mengumpulkan data. Sebanyak 100 responden IndiHome di Kota Semarang dijadikan sampel penelitian. Analisis data menggunakan regresi linier sederhana. Hasil riset menyimpulkan bahwa kualitas pelayanan berpengaruh signifikan terhadap loyalitas pelanggan.

 

Kata Kunci: Kualitas Pelayanan; Loyalitas Pelanggan; IndiHome Semarang

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Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan IndiHome di Kota Semarang
Subject Service Quality; Customer Loyalty; IndiHome Semarang
Type Research Instrument
  Download (16KB)    Indexing metadata
Keywords: Service Quality; Customer Loyalty; IndiHome Semarang

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