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Journal > Jurnal Manajemen > HUBUNGAN ANTARA TOTAL QUALITY SERVICE DENGAN LOYALITAS PELANGGAN PT. INDOSAT CABANG KENDARI (GALERI INDOSAT)

 

Jurnal Manajemen
##issue.vol## 13, ##issue.no## 3 (2009)
HUBUNGAN ANTARA TOTAL QUALITY SERVICE DENGAN LOYALITAS PELANGGAN PT. INDOSAT CABANG KENDARI (GALERI INDOSAT)
Article Info   ABSTRACT
Published date:
12 Mar 2012
 
This research aim to know “Relationship between significant with total Quality Service (TQS) with customer Loyalty at PT Indosat Tbk. Branch Kendari”. Population in this research is all customers using telecommunications service at PT. Indosat Tbk. Branch Kendari. Drawdown method of sampling is probability sampling with technique proportionate stratified random sampling so that number of samples is obtained by 98. Data analytical method applied is analysis coefficient correlation Rank Spearman equip with by qualitative illustration based on observation in company and interview with the customer? Based on result of analysis obtained conclusion that analysis by using method coefisien correlation rank spearman, found that quality service has relationship with customer loyalty, this thing is visible from value rs (coefficient rank spearman) 0,626 or can be presented equal to 62,6%. The value indicates that customer loyalty to have relationship which are positive with total quality service (tangible, reliability, responsiveness, assurance and empathy). Mean all changes in total variable quality service covering direct proof dimension, reliability, energy listens carefully, and pawn can enlarge level of customer loyalty. Excelsior quality service is improved to results customer loyalty will increase.
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