PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS PELANGGAN PADA PLASA TELKOM KANDATEL YOGYAKARTA

NOVA RINA NUR LATIFAH - NIM. 06730025, (2011) PENGARUH KUALITAS PELAYANAN CUSTOMER SERVICE TERHADAP LOYALITAS PELANGGAN PADA PLASA TELKOM KANDATEL YOGYAKARTA. Skripsi thesis, UIN Sunan Kalijaga Yogyakarta.

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Abstract

This study aimed to analyze the impact of service quality, especially based on the service quality dimension consists of the variables: reliability (dependability), responsiveness (quick response), assurance (guarantee), empathy (empathy), and tangible (real) as well as customer loyalty. These variables are used to analyze the impact of service quality to customer loyalty at Plasa Telkom Kandatel Yogyakarta. This study aims: (1) Unyuk know the quality of service customer service at Plasa Telkom Kandatel Yogyakarta. (2) To determine customer loyalty at Plasa Telkom Kandatel Yogyakarta. (3) To determine whether there is any impact of service quality customer service to customer loyalty at Plasa Telkom Kandatel Yogyakarta. Samples used in this study were 100 respondents, the sampling technique is determined by random sample. Research hypothesis is Ho: The quality of customer care service is not significantly influence customer loyalty at Plasa Telkom Kandatel Yogyakarta. Ha: The quality of service customer service significantly influences customer loyalty at Plasa Telkom Kandatel Yogyakarta. The analytical method used is the Kendall rank order correlation analysis Tau. and using rhotabel test with significance level amp;#945; = 5%, and by using SPSS version 11:05. Results from the study indicate: (1). service quality of customer service at Plasa Telkom Kandatel Yogyakarta is considered good, this is indicated by a classification of service quality of customer service as a whole that shows a majority of respondents, ie 70% gave a high rating. (2) Customer loyalty in the Plaza Telkom Yogyakarta Kandatel as a whole is moderate, this is indicated by the overall customer loyalty classification which shows the majority of respondents, ie 56% gave the rating was. (3) correlation koefisin impact of service quality customer service to customer loyalty in this study that is equal to 0.465, which means there is a positive correlation between service quality customer service to customer loyalty at Plasa Telkom Kandatel Yogyakarta. (4) based on hypothesis test results influence the service quality of customer service to customer loyalty at Plasa Telkom Yogyakarta Kandatel in this study can be seen that the value of rho count rho table in which 0.465 0.364 can be concluded in this study, namely a significant difference between the quality service customer service customer loyalty at Plasa Telkom Kandatel Yogyakarta.

Item Type: Thesis (Skripsi)
Additional Information / Pembimbing: Pembimbing: Drs. Abdul Rozak, M.Pd,
Uncontrolled Keywords: kualitas pelayanan, costumer service, loyalitas pelanggan, Plasa Telkom
Subjects: Ilmu Komunikasi
Divisions: Fakultas Ilmu Sosial dan Humaniora > Ilmu Komunikasi (S1)
Depositing User / Editor: Miftakhul Yazid Fuadi, SIP.
Date Deposited: 26 Mar 2013 17:24
Last Modified: 15 Dec 2016 10:53
URI: http://digilib.uin-suka.ac.id/id/eprint/5302

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