Pengaruh Purnajual dan Kualitas Pelayanan terhadap Loyalitas Konsumen Indihome Pt. Telkom Indonesia Medan (Studi pada Masyarakat Kota Medan)
Article Sidebar
Main Article Content
Abstract
This article aims to analyze that after sales have an effect on consumer loyalty Indihome in the city of Medan. Second, to analyze the effect of service quality on consumer loyalty Indihome in the city of Medan. Third, to analyze the effect of after-sales and service quality on the loyalty of Indihome consumers to the people in the city of Medan. This study used 96 respondents as a sample, using purposive sampling. The analytical method used is quantitative analysis which includes multiple linear regression analysis, T-test, F-test, and coefficient of determination test. The test was carried out using SPSS 25. The results of data analysis showed that there was a positive and significant service effect between after-sales and quality. The results of this study indicate that if there is a change in the independent variables after sales and service quality, there will also be changes in consumer loyalty. This is indicated by the results of the Adjusted R Square analysis of 0.615, which means that after-sales and service quality have an influence on consumer loyalty as much as 61.5%, while the remaining 38.5% is influenced by other variables not examined in this study.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Damsir, M. L. (2019). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Konsumen Layanan Indihome di Pekanbaru. Universitas Islam Negeri Sultan Syarif Kasim Riau.
Dharmmesta, B. S., and Handoko, T. H. (2012). Manajemen Pemasaran Analisis Perilaku Konsumen, Edisi Pertama. Yogyakarta: BPPFE.
Fishendra, M. N. (2021). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Tamu Kliri Coffee and Space Semarang. Jurnal Visi Manajemen, 6(1).
Hidayat, D. R., and Firdaus, M. R. (2014). Analisis Pengaruh Kualitas Layanan, Harga, Kepercayaan, Citra Perusahaan, Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan?: (Studi Pada Pelanggan Telkom Speedy Di Palangka Raya). JWM: Jurnal Wawasan Manajemen, 2(3).
Kotler, P. (2002). Manajemen Pemasaran, Edisi 1. Jakarta: PT Perhalindo.
Kotler, P., and Gary, A. (2008). Dasar-Dasar Pemasaran. Jilid 1. Jakarta: Penerbit Erlangga.
Kure, E. (2020). 2020, Telkom Targetkan Pelanggan IndiHome Capai 8,3 juta.
Lase, A. Y. P. (2020). Pengaruh Pelayanan Purna Jual Terhadap Loyalitas Konsumen Pada Asus Service Center Kota Jambi. Science of Management and Students Research Journal (SMS), 1(6), 221–228.
Nasution, M. N. (2010). Manajemen Jasa Terpadu, Cetakan Kedua. Jakarta: PT Ghalia Indonesia.
Nugroho, N. T. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan (Survey Pada Pelanggan Speedy Telkom Di Kota Surakarta). Jurnal Paradigma Universitas Islam Batik Surakarta, 12(02).
Sangadji, E. M., and Sopiah. (2013). Perilaku Konsumen. Yogyakarta: Cv Andi Offset.
Situmorang, S. H., and Lutfi, M. (2014). Analisis Data. Edisi ke 3. USU Press Medan.
Sugiyono. (2016). Metode Penelitian Bisnis (Pendekatan Kuatitatif, Kualitatif dan R&D) Edisi ke-18. Bandung: Alfa Beta.
Sujarweni, V. W. (2015). Metodologi Penelitian Bisnis dan Ekonomi. Yogyakarta: Pustaka Baru Press.
Tjiptono, F. (2011). Strategi Pemasaran, Edisi 3. Yogyakarta: ANDI.