MEMBANGUN LOYALITAS PELANGGAN PROVIDER INTERNET MELALUI PENINGKATAN DIMENSI PELAYANAN
Keywords:Loyalty, Reliability, Responsiveness, Empathy, Assurance, Physical Evidence
Explicitly, the company's goal is to make a profit. This will only be achieved, if you have customers. Therefore, building good relationships with customers is a necessity, one of which is by providing excellent service. In the internet service business, customer loyalty is a top priority. So, providing quality service is one of the best ways to maintain it. Indeed, this study seeks to examine and analyze the role of service on customer behavior of Internet service users in Indihome, South Jakarta. To study it, a quantitative approach was used with multiple regression analysis. The sampling technique used simple random, and data collection using a questionnaire. The number of respondents who are willing to be sampled is 100 people. The results of the study explained that loyalty occurs because customers are satisfied. In this study, customer satisfaction occurs because the services provided are very good, especially in terms of network reliability. Coupled with the friendliness and responsiveness of service providers, this reinforces positive perceptions of the company.
Alabboodi, A. S. (2019). The effect of customer satisfaction on service quality: The case of Iraqi banks. International Journal of Applied Research, 5(1), 146-152.
Aslam, W., Tariq, A., & Arif, I. (2019). The effect of ATM service quality on customer satisfaction and customer loyalty: An empirical analysis. Global Business Review, 20(5), 1155-1178.
Hadi, N. U., Aslam, N., & Gulzar, A. (2019). Sustainable service quality and customer loyalty: the role of customer satisfaction and switching costs in the Pakistan cellphone industry. Sustainability, 11(8), 2408.
Harras, H., Sugiarti, E., & Wahyudi, W. (2020). Kajian Manajemen Sumber Daya Manusia Untuk Mahasiswa.
Hashem, T. N., & Ali, N. (2019). The impact of service quality on customer loyalty: A study of dental clinics in Jordan. International Journal of Medical and Health Research, 5(1), 65-68.
Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty. Journal of Internet Commerce, 18(4), 369-394.
Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction: Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced Science and Technology, 28(20), 865-872.
Lai, I. K. W. (2019). Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38, 111-121.
Lie, D., Sudirman, A., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 412-428.
Myo, Y. N., Khalifa, G. S., & Aye, T. T. (2019). The impact of service quality on customer loyalty of Myanmar hospitality industry: the mediating role of customer satisfaction. International Journal of Management and Human Science (IJMHS), 3(3), 1-11.
Paparoidamis, N. G., Tran, H. T. T., & Leonidou, C. N. (2019). Building customer loyalty in intercultural service encounters: the role of service employees’ cultural intelligence. Journal of International Marketing, 27(2), 56-75.
Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50, 50-59.
Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An examination of the effects of service quality and customer satisfaction on customer loyalty in the hotel industry. International Journal of Supply Chain Management, 8(1), 653-663.
Putra, I. W. J. A., & Putri, D. P. (2019). The mediating role of relationship marketing between service quality and customer loyalty. Journal of Relationship Marketing, 18(3), 233-245.
Tech, J. E. T. (2020). The influence of online food delivery service quality on customer satisfaction and customer loyalty: the role of personal innovativeness. Journal of Environmental Treatment Techniques, 8(1), 6-12.
Wahyu, W., & Salam, R. (2020). KOMITMEN ORGANISASI (Kajian: Manajemen Sumber Daya Manusia).