Abstract. The development of the mobile telecommunications world increasingly marked by the
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- Hartono Irwan Lesmana
- 7 tahun lalu
- Tontonan:
Transkripsi
1 Abstract The development of the mobile telecommunications world increasingly marked by the emergence of fast-growing mobile operators competing. And mobile operators are competing to satisfy the customers to become loyal customers for their business. In Indonesia, PT. Telekomunikasi Selular Tbk (Telkomsel) is one satau largest cellular operator in Indonesia. By keeping the trust and commitment of Telkomsel is one of the factors that affect customer loyalty. The study sample of 130 respondents. Processing data using SPSS software version and hypothesis testing of data using multiple regression analysis. The results showed that simultaneous commitment to the dimension of trust and customer loyalty by 0,160 or 16% and the remaining 84% is influenced by other factors. Partial results of the study indicate the dimensions of trust on customer loyalty by or 8.94%, and a commitment to customer loyalty dimension is equal to or 14.75%. Keywords: Trust, Commitment, and Customer Loyalty xi
2 Abstrak Perkembangan dunia telekomunikasi selular yang makin berkembang pesat ditandai dengan bermunculannya operator selular yang saling bersaing. Dan operator selular berlombalomba untuk memuaskan para pelanggan agar menjadi pelanggan yang loyal bagi perusahaannya. Di Indonesia PT. Telekomunikasi Selular Tbk (Telkomsel) merupakan salah satau operator selular terbesar di Indonesia. Dengan menjaga kepercayaan dan komitmen dari pelanggan Telkomsel adalah salah satu faktor yang mempengaruhi loyalitas pelanggan. Sampel penelitian ini sebanyak 130 responden. Pengolahan data menggunakan perangkat lunak SPSS versi dan pengujian data hipotesis menggunakan analisis regresi berganda. Hasil penelitian secara simultan menunjukkan bahwa dimensi kepercayaan dan komitmen terhadap loyalitas pelanggan sebesar 0,160 atau 16% dan sisanya sebesar 84% dipengaruhi oleh faktor lain. Hasil penelitian secara parsial menunjukkan dimensi kepercayaan terhadap loyalitas pelanggan sebesar 0,8940 atau 8,94%, dan dimensi komitmen terhadap loyalitas pelanggan adalah sebesar 0,1475 atau 14,75%. Kata Kunci: Kepercayaan, Komitmen, dan Loyalitas Pelanggan xii
3 DAFTAR ISI Halaman HALAMAN JUDUL... i HALAMAN PENGESAHAN... iii SURAT PERNYATAAN KEASLIAN SKRIPSI... iv SURAT PERNYATAAN PENELITIAN TIDAK MENGGUNAKAN PERUSAHAAN KATA PENGANTAR... viii ABSTRACT... xi ABSTRAK... xii DAFTAR ISI... xiii DAFTAR GAMBAR... DAFTAR TABEL... DAFTAR LAMPIRAN... v BAB I PENDAHULUAN Latar Belakang Penelitian Identifikasi Masalah Maksud dan Tujuan Penelitian Kegunaan Penelitian...7 BAB II KAJIAN PUSTAKA, KERANGKA PEMIKIRAN, DAN HIPOTESIS Kajian Pustaka Pengertian Pemasaran Konsep Pemasaran Bauran Pemasaran Bauran Pemasaran Jasa Pemasaran Jasa...14 xiii
4 Karakteristik Jasa Konsep Relationship Marketing Kepercayaan Variabel yang Mempengaruhi Kepercayaan Faktor yang Mempengaruhi Kepercayaan Komitmen Variabel yang Mempengaruhi Komitmen Komponen dalam Komitmen Loyalitas Pelanggan Empat Kategori Loyalitas Ukuran Loyalitas Kerangka Teoritis Kerangka Pemikiran Pengembangan Hipotesis Model Penelitian...32 BAB III METODE PENELITIAN Objek Penelitian Lokasi dan Waktu Penelitian Jenis Penelitian Definisi Operasional Variabel Populasi dan Sampel Populasi Sampel Teknik Pengambilan Sampel Teknik Pengumpulan Data Analisis Data...41 xiv
5 3.8.1 Uji Instrumen Uji Validitas Uji Reliabilitas Uji Asumsi Uji Normalitas Uji Multikolonieritas Uji Heterokedastisitas Analisis Regresi Berganda...44 BAB IV HASIL PENELITIAN DAN PEMBAHASAN Karakteristik Responden Karakteristik Responden Berdasarkan Jenis Kelamin Karakteristik Responden Berdasarkan Usia Karakteristik Responden Berdasarkan Provider Karakteristik Responden Berdasarkan Pengeluaran per Bulan Karakteristik Responden Berdasarkan Pengeluaran Pulsa per Bulan Hasil Penelitian Tanggapan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Pernyataan Responden Tentang Kepercayaan Tanggapan Responden Tentang Komitmen Pernyataan Responden Tentang Komitmen Pernyataan Responden Tentang Komitmen 2 59 xv
6 Pernyataan Responden Tentang Komitmen Pernyataan Responden Tentang Komitmen Pernyataan Responden Tentang Komitmen Tanggapan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanggan Pernyataan Responden Tentang Loyalitas Pelanngan Uji Instrumen Uji Validitas Uji Reliabilitas Uji Asumsi Klasik Uji Normalitas Uji Heterokedastisitas Uji Multikolinearitas Hasil Pengujian Hipotesis dan Pembahasan Hasil Persamaan Regresi Linear Berganda Hasil Uji Parsial Hasil Uji Simultan 81 BAB V KESIMPULAN DAN SARAN Kesimpulan Implikasi Manajerial Keterbatasan Penelitian...85 xvi
7 5.4 Saran...85 DAFTAR PUSTAKA...87 LAMPIRAN xvii
8 DAFTAR TABEL Tabel I Jumlah Pendapatn 3 Provider antara Tahun Tabel II Devinisi Operasional Variabel 34 Tabel III Karakteristik Responden Berdasarkan Jenis Kelamin 47 Tabel IV Karakteristik Responden Berdasarkan Usia 48 Tabel V Karakteristik Responden Berdasarkan Provider 49 Tabel VI Karakteristik Responden Berdasarkan Pengeluaran per Bulan 50 Tabel VII Karakteristik Responden Berdasarkan Pengeluaran Pulsa per Bulan 51 Tabel VIII Pernyataan Respoonden Tentang Kepercayaan 1 52 Tabel IX Pernyataan Respoonden Tentang Kepercayaan 2 53 Tabel X Pernyataan Respoonden Tentang Kepercayaan 3 54 Tabel XI Pernyataan Respoonden Tentang Kepercayaan 4 55 Tabel XII Pernyataan Respoonden Tentang Kepercayaan 5 56 Tabel XIII Pernyataan Respoonden Tentang Kepercayaan 6 57 Tabel XIV Pernyataan Respoonden Tentang Komitmen 1 58 Tabel XV Pernyataan Respoonden Tentang Komitmen 2 59 Tabel XVI Pernyataan Respoonden Tentang Komitmen 3 60 Tabel XVII Pernyataan Respoonden Tentang Komitmen 4 61 Tabel XVIII Pernyataan Respoonden Tentang Komitmen 5 62 Tabel XIX Pernyataan Respoonden Tentang Loyalitas Pelanggan 1 63 Tabel XX Pernyataan Respoonden Tentang Loyalitas Pelanggan 2 64 Tabel XXI Pernyataan Respoonden Tentang Loyalitas Pelanggan 3 65 Tabel XXII Pernyataan Respoonden Tentang Loyalitas Pelanggan 4 66 Tabel XXIII Pernyataan Respoonden Tentang Loyalitas Pelanggan 5 67 Tabel XXIV Pernyataan Respoonden Tentang Loyalitas Pelanggan 6 68 xviii
9 Tabel XXV Pernyataan Respoonden Tentang Loyalitas Pelanggan 7 69 Tabel XXVI KMO and Bartlett s Test Validitas Akhir 70 Tabel XXVII Uji Validitas Awal 71 Tabel XXVIII Uji Validitas Akhir 72 Tabel XXIX Reliabilitas Kepercayaan 73 Tabel XXX Reliabilitas Komitemen 73 Tabel XXXI Reliabilitas Loyalitas Pelanggan 74 Tabel XXXII Uji Normalitas 75 Tabel XXXIII Uji Heterokedastisitas 76 Tabel XXXIV Uji Multikolinearitas 77 Tabel XXXV Uji Pengaruh 78 Tabel XXXVI Uji Regresi Parsial 79 Tabel XXXVII Hasil Regresi Simultan 80 xix
10 DAFTAR GRAFIK Grafik 1 4 xx
11 DAFTAR LAMPIRAN Lampiran A Kuesioner 89 Lampiran B Data Frequencies 94 Lampiran C Uji Validitas 107 Lampiran D Uji Reliabilitas 115 Lampiran E Uji Asumsi Klasik 121 Lmpiran F Regresi 125 xxi
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DAFTAR ISI HALAMAN JUDUL... ii HALAMAN PENGESAHAN... iii HALAMAN PERNYATAAN... iv HALAMAN PERSEMBAHAN... v KATA PENGANTAR... vi DAFTAR ISI... viii DAFTAR TABEL... x DAFTAR GAMBAR... xii DAFTAR LAMPIRAN...
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DAFTAR ISI Halaman Judul...i Halaman Pengesahan... ii Lembar Pernyataan... iii Kata Pengantar...iv Daftar Isi...vi Daftar Tabel... x Daftar Gambar... xii Daftar Lampiran... xiii Intisari....xiv Abstract.....
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DAFTAR ISI Halaman HALAMAN JUDUL... PERSETUJUAN SKRIPSI... PERNYATAAN ORISINALITAS... ABSTRACT... ABSTRAK... MOTTO... KATA PENGANTAR... DAFTAR ISI... DAFTAR TABEL... DAFTAR GAMBAR... DAFTAR LAMPIRAN...
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DAFTAR ISI HALAMAN JUDUL... HALAMAN PENGESAHAN... PERNYATAAN KEASLIAN KARYA TULIS SKRIPSI... MOTTO DAN PERSEMBAHAN... ABSTRAKSI... INTISARI...
xi DAFTAR ISI HALAMAN JUDUL... HALAMAN PENGESAHAN... PERNYATAAN KEASLIAN KARYA TULIS SKRIPSI... MOTTO DAN PERSEMBAHAN... ABSTRAKSI... INTISARI... KATA PENGANTAR... DAFTAR ISI... DAFTAR GAMBAR... DAFTAR
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ABSTRACT. Environmental Management Accounting (EMA), Strategy, Product Innovation.
ABSTRACT Product innovation is one of the important factors in company success through innovative products they created in order to satisfy customers. Therefore, the key to the success of product is product
LEMBAR PENGESAHAN LEMBAR PERNYATAAN MOTTO ABSTRAC
DAFTAR ISI LEMBAR JILID... i LEMBAR PENGESAHAN LEMBAR PERNYATAAN MOTTO ABSTRACT... i ABSTRAK... ii KATA PENGANTAR... iii DAFTAR ISI... vii DAFTAR TABEL... xii DAFTAR GAMBAR... xv BAB I PENDAHULUAN... 1
PENGARUH BRAND TRUST TERHADAP BRAND LOYALTY (STUDI KASUS PADA KECAP BANGO DI BANDUNG) ABSTRAK NOFFI EKA WAHYUNINGSIH O652033
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ABSTRAK PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN PELANGGAN TOKO BUKU GRAMEDIA ISTANA PLAZA BANDUNG
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DAFTAR ISI Halaman HALAMAN JUDUL... HALAMAN PERSETUJUAN PEMBIMBING... HALAMAN PENGESAHAN... MOTTO... ABSTRAK... ABSTRACK... PERSEMBAHAN SKRIPSI... KATA PENGANTAR... DAFTAR ISI... DAFTAR TABEL... i ii iii
ABSTRACT. The Effect of Total Quality Management (TQM) Implementation on the Internal Audit Function at PT. Pos Indonesia (Persero)
ABSTRACT The Effect of Total Quality Management (TQM) Implementation on the Internal Audit Function at PT. Pos Indonesia (Persero) This research aim to know the applying TQM that have an effect on significant
ABSTRACT. Keywords: service quality, relationship marketing, customer satisfaction. viii. Universitas Kristen Maranatha
ABSTRACT This study aimed to determine the effect of service quality and relationship marketing to customer satisfaction either partially or simultaneously (together). This study is a causality by using
ABSTRACT. Keywords: Internal Audit, Sales Internal Control. vii Universitas Kristen Maranatha
ABSTRACT The purpose of this research was to determine the internal audit adopted by the PT. PINDAD (PERSERO) has adequate and internal audit significantly influence the effectiveness of sales internal
Keywords: Goal-Setting Process, System Award, Achievement
ABSTRACT Process in achieving corporate goals is the responsibility of every individual in the company. There are three factors that help limit the development of the concept of goal setting. First, the
ABSTRAK. Kata kunci: Loyalitas, Disiplin, Kepuasan, Prestasi Kerja. Universitas Kristen Maranatha
ABSTRAK Penelitian ini berjudul Pengaruh Loyalitas, Disiplin dan Kepuasan terhadap Prestasi Kerja Karyawan. Tujuan dari penelitian ini adalah untuk melihat gambaran dan pengaruh secara parsial maupun simultan
ABSTRAK. hubungan antara perusahaan dengan pelanggannya ( Relationship Marketing ).
ABSTRAK Green Hill Universal Hotel menggunakan strategi pemasaran untuk membangun hubungan antara perusahaan dengan pelanggannya ( Relationship Marketing ). Relationship marketing merupakan upaya upaya
ABSTRAK. Kata-kata kunci: gaji, insentif, kinerja karyawan. viii. Universitas Kristen Maranatha
ABSTRAK Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Gaji dan Insentif terhadap Kinerja Karyawan. Data diperolah dengan menyebarkan kuesioner pada 207 karyawan PT. Pos Indonesia (PERSERO)
ABSTRACT. Perception Influences of Managers Regarding Internal Audit on Performance of the Internal Auditor (Case Studies on PT. X in Bandung City )
ABSTRACT Perception Influences of Managers Regarding Internal Audit on Performance of the Internal Auditor (Case Studies on PT. X in Bandung City ) This study aims to determine how perceptions of managers
ABSTRACT. Keywords: Quality Service, Customer Satisfaction, Tangibles, Reliability, Responsiveness, Assurance, Empathy. Universitas Kristen Maranatha
ABSTRACT Due to the intense competition and encouraged by the advancement in technology, information and communication systems, the companies engaged in the service sector must be able to achieve competitive
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DAFTAR ISI HALAMAN JUDUL... i HALAMAN Pengesahan Draft SKRIPSI... ii HALAMAN PERSETUJUAN... iii HALAMAN PERNYATAAN... iv HALAMAN MOTTO DAN PERSEMBAHAN... v KATA PENGANTAR... vi DAFTAR ISI... viii DAFTAR
ABSTRACT. perseptions taxpayer, knowledge taxpayer, sanctions land and building tax, and obedience to pay in land and building tax.
ABSTRACT This study aims to analyze the factors that affect the taxpayer awareness of land and building tax towards obedience to pay in land and building tax at Nyengseret Village. Samples in this study
Keywords : Advertising, Internet Marketing, Sales Promotion, Buying Decision
ABSTRACT This study, entitled "Effects of Promotional Advertising, Internet Marketing, and Sales Promotion on Consumer Purchase Decision Starbucks PVJ Bandung", with a goal to know the contribution of
ABSTRAK ANALISIS PENGARUH DIMENSI BAURAN PROMOSI TERHADAP LOYALITAS PASIEN DI RUMAH SAKIT GIGI DAN MULUT MARANATHA BANDUNG
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ABSTRACT. Keywords: Buavita, Celebrity Endorser, TEARS Model, Buying Decisions
ABSTRACT Buavita is one of the leading bottled juice beverage products in Indonesia, which was formed by PT.Unilever. Buavita realize that the effects of globalization have led to higher market competition.
ABSTRACT. Keywords: Brand Image, Purchase Interest. i Universitas Kristen Maranatha
ABSTRACT In an era of increasingly tight competition this brand image is needed by companies in shaping their identities on consumers and to differentiate from its competitors. And, the image of the brand
ABSTRACT. Universitas Kristen Maranatha
ABSTRACT The survival ofthe company is required to conductits operation seffectively and efficiently. Effectivenessas the basis forthe success and efficiency as the minimum conditionfor the survival ofthe
ABSTRACT. Key words: Celebrity endorsers, Credibility, likeability, attractiveness, Meaningfulness and Brand Image
ABSTRACT One creative way to promote a product from an advertising is using a Celebrity Endorser. By using Celebrity endorser, consumers are expected to be interested in using these products and can create
ABSTRACT. Keywords: Sense, feel, think, act, relate and customer satisfaction. ix Universitas Kristen Maranatha
ABSTRACT The study aims to determine the effect of experiential marketing variables include sense, feel, think, act and relate to customer satisfaction at Prudential Life Assurance Company. Given the importance
ABSTRACT. Keywords: DER, ROA, ROE, EPS, and Stock Price. viii Universitas Kristen Maranatha
ABSTRACT Along with the progress of mining industry, there is a capital needed for business expansion. An effort to obtain using go public process that makes investor investment in stock. Observer intends
ABSTRACT. Keywords: Total Quality Management (TQM), Corporate Performance
ABSTRACT This study aims to determine the influence of Total Quality Management (TQM) to the Company's performance. The object of the research is PT. Bandung Djaya Textile Millis (Badjatex). The sample
ABSTRAK. Kata kunci: Brand Community, Social Media, Brand Trust
ABSTRAK Kemajuan di bidang teknologi, komputer dan telekomunikasi mendukung perkembangan teknologi internet. Dengan adanya intenet, konsumen maupun perusahaan tidak lagi mengalami kesulitan dalam memperoleh
Universitas Kristen Maranatha
ABSTRACT Conditions of business competition forces company should be able to take advantage of all the opportunities and challenges of the business, particularly in the retail field. Modern retail business
Kata kunci: citra merek, kualitas produk, dan keputusan pembelian
ABSTRAK Keputusan pembelian merupakan kegiatan individu yang secara langsung terlibat dalam pengambilan keputusan untuk melakukan pembelian terhadap produk yang ditawarkan oleh penjual. Citra merek adalah
ABSTRAK. Kata kunci: total quality management, sistem pengukuran kinerja, sistem penghargaan, dan kinerja manajerial
ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh penerapan Total Quality Management (TQM), sistem pengukuran kinerja serta sistem penghargaan (reward) terhadap kinerja manajerial. Sampel yang
ABSTRACT. Keywords: sensitivity, response, brand extension
ABSTRACT Brand plays a role in a company to run the competition in the business world. Competition situation in the business world in today s changing very drastically that it become increasingly competitive.
ABSTRACT. Keywords: Blackberry, quality, features, design, branding, trends, purchasing decisions. viii. Universitas Kristen Maranatha
ABSTRACT Blackberry smartphone is one product that has a difference with products from other companies. Taking into account the elements of product attributes such as product quality, product features,
DAFTAR ISI. ABSTRACT ii KATA PENGANTAR iii DAFTAR ISI...v DAFTAR TABEL...ix DAFTAR GAMBAR..x
DAFTAR ISI ABSTRACT i ABSTRACT ii KATA PENGANTAR iii DAFTAR ISI v DAFTAR TABEL ix DAFTAR GAMBAR x BAB I PENDAHULUAN 1 11 Latar Belakang 1 12 Rumusan Masalah 12 13 Tujuan Penelitian 13 14 Manfaat Penelitian