The Effect Of Customer Satisfaction, Customer Trust On Custromer Loyalty Of The Card Users Of PT. Indosat Tbk

Nur, Hayati (2012) The Effect Of Customer Satisfaction, Customer Trust On Custromer Loyalty Of The Card Users Of PT. Indosat Tbk. proceedings intl conf information system business competitiveness . ISSN 978-979-097-198-1

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Abstract

The research was conducted on Indosat GSM cellular card customers residing in the city of Bandung. The purpose of this study was to determine whether there is an effect of customer satisfaction and customer trust on customer loyalty in the PT. Indosat Tbk, and how much the level of customer loyalty after using the service provider Indosat. This research was conducted with statistical and descriptive methods. It is intended that the study can obtain accurate results, so the results can be trusted. Population is both the card users of Indosat for at least 6 months and those who had used the service provider Indosat. The samples were 113 respondents. The method used was the accidental sampling. The process and analytical method employed a path analysis to test hypotheses about the effect of customer satisfaction and customer trust on customer loyalty. Questionnaire instruments were developed and were processed by using a computer-assisted program SPSS 14.0 for windows and Amos 5.0. The results showed that the best model is a Theoretical Model 2. In model 2 customer trust was described as an antecedent to affect customer loyalty as compared with a Theoretical Model 1 with customer satisfaction as an antecedent. The model shows a significant relationship of trust with satisfaction and customer loyalty. Key words: Satisfaction, Trust and Customer Loyalty.

Item Type:Article
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:UNDIP Conference/Seminar > Int'l Conf. Information System Business Competititveness
ID Code:36096
Deposited By:Mr Musa MSI
Deposited On:12 Sep 2012 14:53
Last Modified:12 Sep 2012 14:53

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