Asmoro, Danu Santo (2021) Pengaruh Brand Engagement, Service Fairness, Dan Customer Satisfaction Terhadap Loyalitas Pelanggan (Studi Pada Pengguna Telkomsel). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menguji pengaruh dari variabel brand engagement, service fairness, dan customer satisfaction terhadap variabel loyalitas pelanggan pada pengguna Telkomsel. Jenis penelitian ini adalah penelitian explanatory research yang menjelaskan hubungan kasual antar variabel bebas dengan variabel terikat. Penelitian ini dilakukan dengan cara menyebarkan kuisioner daring kepada pengguna Telkomsel di seluruh Indonesia. Penelitian ini menggunakan sampel sebanyak 200 responden yang merupakan pengguna Telkomsel. Teknik analisis data instrument menggunakan alat bantu IBM SPSS stastistik Versi 21.00 melalui tahapan Analisis Regresi Linier Berganda dan pengujian hipotesis. Hasil penelitian ini menunjukan bahwa variabel brand engagement, variabel service fairness, dan variabel customer satisfaction berpengaruh positif signifikan terhadap variabel loyalitas pelanggan pada pengguna Telkomsel.
English Abstract
This study aims to determine the effect of the brand engagement variable, service fairness variable, and customer satisfaction on customer loyalty variable of Telkomsel users. The type of research is explanatory research that explains the causal relationship between independent variables and the dependent variable. This research was conducted by distributing questionnaires online to Telkomsel users throughout Indonesia. This study uses a sample of 200 individual respondents who were distributed through online quistionnaires. Data analysis method in testing research instruments using IBM SPSS Statistics ver.21.00 through the stages of Multiple Linear Regression Analysis and hypothesis testing. The result of this research indicate that the brand engagement variable, service fairness variable, and customer satisfaction has significant and positive effect on customer loyalty variable of Telkomsel users.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 05021020042 |
| Uncontrolled Keywords: | brand engagement, service fairness, customer satisfaction, loyalitas pelanggan, brand engagement, service fairness, customer satisfaction, customer loyalty |
| Subjects: | 600 Technology (Applied sciences) > 657 Accounting |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 01 Nov 2021 06:25 |
| Last Modified: | 25 Feb 2022 06:31 |
| URI: | http://repository.ub.ac.id/id/eprint/186271 |
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Text (DALAM MASA EMBARGO)
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