Sari, Titi Puspita (2019) Pengaruh Perceived Complaint Handling Quality pada Media Sosial Terhadap Complaint Handling Satisfaction dan Dampaknya pada Loyalitas Pelanggan (Survei pada Pelanggan Indosat IM3 Ooredoo Generasi Y). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk (1) menguji dan menjelaskan pengaruh Perceived Complaint Handling Quality terhadap Complaint Handling Satisfaction, (2) menguji dan menjelaskan pengaruh Perceived Complaint Handling Quality terhadap Loyalitas Pelanggan, (3) menguji dan menjelaskan pengaruh Complaint Handling Satisfaction terhadap Loyalitas Pelanggan. Jenis Penelitian ini adalah eksplanatori (explanatory research) dengan pendekatan kuantitatif. Variabel pada penelitian ini terdiri dari Perceived Complaint Handling Quality, Complaint Handling Satisfaction dan Loyalitas Pelanggan. Kriteria populasi dalam penelitian ini adalah pelanggan IM3 Ooredoo berusia 19 sampai 37 tahun, telah menggunakan produk IM3 Ooredoo minimal 1 tahun dan pernah mengajukan komplain di akun Twitter resmi Indosat Ooredoo (@IndosatCare) melalui mention atau direct message dan mendapat respon dari provider Indosat. Teknik pengambilan sampel yang digunakan adalah purposive sampling dan metode pengumpulan data melalui kuesioner online kepada 116 responden yang sesuai dengan kriteria populasi. Analisis data yang digunakan adalah analisis deskriptif dan analisis jalur (path analysis). Hasil penelitian menunjukkan bahwa Perceived Complaint Handling Quality berpengaruh positif dan signifikan terhadap Complaint Handling Satisfaction, Perceived Complaint Handling Quality berpengaruh positif dan tidak signifikan terhadap Loyalitas Pelanggan dan Complaint Handling Satisfaction berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan. Berdasarkan hasil penelitian, saran praktis yang dapat diberikan dari penelitian ini adalah perlu adanya peningkatan kualitas layanan terutama aspek sinyal menjadi lebih baik sehingga permasalahan sinyal atau jaringan lambat, tidak stabil atau buruk yang menjadi sumber komplain terbanyak dapat berkurang. Provider Indosat diharapkan untuk terus meningkatkan Perceived Complaint Handling Quality menjadi lebih cepat dan baik terutama memberikan waktu penanganan komplain yang cepat dengan solusi tepat yang merata kepada seluruh pelanggan agar dapat mengubah dissatisfaction menjadi Complaint Handling Satisfaction. Melalui peningkatan Perceived Complaint Handling Quality dan Complaint Handling Satisfaction diharapkan pelanggan IM3 Ooredoo generasi Y menjadi semakin loyal kepada provider Indosat.
English Abstract
The purposes of this research are to (1) examine and explain the effect of Perceived Complaint Handling Quality on Complaint Handling Satisfaction, (2) to examine and explain the effect of Perceived Complaint Handling Quality on Customer Loyalty, (3) examine and explain the effect of Complaint Handling Satisfaction on Customer Loyalty. The type of this research is explanatory research with quantitative approach. The variables in this research consist of the Perceived Complaint Handling Quality, Complaint Handling Satisfaction and Customer Loyalty. The criteria of populations in this research are IM3 Ooredoo customers aged 19 to 37 years old, have used IM3 Ooredoo product at least for a year and have complained on the official Twitter account of Indosat Ooredoo (@IndosatCare) through mention or direct message and received a response from the Indosat provider. The sampling technique used is purposive sampling and the method of collecting data through an online questionnaire to 116 respondents who appropriate with criteria of the population. The data analysis used is descriptive analysis and path analysis. The results showed that the Perceived Complaint Handling Quality has a positive and significant effect on Complaint Handling Satisfaction, Perceived Complaint Handling Quality has a positive and has not significant effect on Customer Loyalty and Complaint Handling Satisfaction has a positive and significant effect on Customer Loyalty. Based on the results of this research, the practical suggestions that can be given the provide need to improve service quality, especially in signal for be better thus can decrease the problem of signal or network slow, unstable or bad as the most complaints. Indosat provider also expected to improve continually the Perceived Complaint Handling Quality to be faster and better, especially providing fast complaints handling times with the right solution equally to all customers in order to change dissatisfaction into Complaint Handling Satisfaction. Through the improvement of the Perceived Complaint Handling Quality and Complaint Handling Satisfaction, it expects that customers of IM3 Ooredoo Y generation will become more loyal to Indosat provider.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2019/690/051911182 |
| Uncontrolled Keywords: | Perceived Complaint Handling Quality, Complaint Handling Satisfaction dan Loyalitas Pelanggan-Perceived Complaint Handling Quality, Complaint Handling Satisfaction, Customer Loyalty |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 11 Nov 2020 03:37 |
| Last Modified: | 21 Oct 2021 03:04 |
| URI: | http://repository.ub.ac.id/id/eprint/177128 |
Preview |
Text
Titi Puspita Sari.pdf Download (5MB) | Preview |
Actions (login required)
 |
View Item |