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Pengaruh Kepercayaan Dan Penanganan Keluhan Terhadap Loyalitas Pelanggan Indihome Fiber Di PT. Telkom Divisi Regional III Home Service II Bandung

2017
Undergraduate Theses from JBPTUNIKOMPP / 2017-05-22 09:18:19
By : Fajar Andriana NIM. 21211901, Perpustakaan UNIKOM
Created : 2017-05-22, with 12 files

Keyword : Kepercayaan, Penanganan Keluhan, Loyalitas Pelanggan
Url : http://alumni.unikom.ac.id

Penelitian ini dilakukan pada pelanggan Indihome Fiber yang pernah melaporkan gangguan di PT. Telkom Divisi Regional III Home Service II Bandung. Fenomena yang terjadi adalah masih minimnya loyalitas pelanggan dengan banyaknya cabutan (berhenti berlangganan) dalam menggunakan produk Indihome Fiber. Berdasarkan survey awal hal tersebut disebabkan karena kurangnya kepercayaan pelanggan terhadap tanggung jawab PT. Telkom pada setiap layanan yang diberikan dan masih banyaknya pengguna Indihome yang melaporkan gangguan dengan penanganan keluhan yang masih lambat. Metode penarikan sampel yang digunakan terdiri dari populasi dan sampel. Teknik sampling yang digunakan adalah stratified random sampling yang terdiri dari 100 orang responden dengan dibagi pada 10 kecamatan di area Home Service II Bandung. Metode analisis pada penelitian ini menggunakan analisis deskriptif dan verifikatif yang terdiri dari analisis regresi linier berganda, analisis koefisien korelasi, dan analisis koefisien determinasi yang digunakan untuk mengukur besarnya pengaruh Kepercayaan dan Penanganan Keluhan terhadap Loyalitas Pelanggan Hasil penelitian menunjukkan Fhitung = 88,668 > Ftabel = 3,090 dengan df1 = 2 dan df2 = 97 pada  = 5% maka H0 ditolak secara bersama-sama (simultan) artinya terdapat pengaruh signifikan dari Kepercayaan dan Penanganan Keluhan terhadap Loyalitas Pelanggan Indihome Fiber. Nilai thitung = 4,580 > ttabel = 1,985 berada pada daerah penolakan H0, maka Kepercayaan secara parsial mempunyai pengaruh yang signifikan terhadap Loyalitas Pelanggan Indihome Fiber, Nilai thitung = 6,299 > ttabel = 1,985 berada pada daerah penolakan H0 berarti Penanganan Keluhan memiliki pengaruh yang signifikan terhadap Loyalitas Pelanggan Indihome Fiber.

Description Alternative :

This research was done to the customers of indihome fiber who have reported as to problem on PT. Telkom division regional III Home service II Bandung. The phenomena happened to the loyalty of customers which still minimum, those were indicated by the customers who have stopped using Indihome Fiber products. Based on the survey, in the beginning, those were caused by the customers were not quite trusted toward the responsibility of PT. Telkom within every service offered. There were many customers who reported inconvenience of handling the problems. Pulling out method sample was done by population and sample. Sampling method has been using stratified random sampling by 100 respondents with 10 sub-district in Home Area Service II Bandung. This research analysis method have to description analysis and verification which liniear multiple regression analysis, coefficient correlation analysis and coefficient determination analysis that be used for quantify trusted effect and complaints handling toward customer. The calculation is show Farithmetic = 88,668 > Ftable = 3,090 with dfl = 2 and df2 = 97 to  = 5% that has been H0 rejected by simultaneously that is some significant effect who trusted and complaints handling toward customer loyalty Indihome Fiber. Calculated value = 4,580 > ttable = 1,985 on the rejection zone H0, so in the partial trusted have to impact to customer loyalty Indihome Fiber, calculated value = 6,299 > ttable = 1,985 there is on the rejecyion zone H0 means have to complaints handling effect for customer Indihome Fiber loyalty.

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Publisher IDJBPTUNIKOMPP
OrganizationP
Contact Namedyah@unikom.ac.id
AddressJl. Dipati Ukur No.116 Lt.7
CityBandung
RegionWest Java
CountryIndonesia
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Fax022-2533754
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