| dc.description.abstract | The development of the telecommunications sector in Indonesia showed a
significant increase, especially since 2008, at which time the world is
experiencing a global economic crisis. Specific economic sectors transport and
telecommunications increased by 16.7 percent compared to the same period in
2007. This phenomenon attracted the attention of businesses, especially
businesses cellular provider. Since the opening of the door open competition in
the telecommunications sector of Indonesia, there are three major players that
dominate the Indonesian telecommunications market. One of the major players of
interest is Telkomsel. As the market leader in this industry full Telkomsel always
try to meet the needs of a changing society in accordance with the progress of
time. One of the efforts made by Telkomsel is to issue HaloFit package, an
internet package that fits the needs of Indonesian society in particular. As a
differentiator with other similar mobile provider, Telkomsel HaloFit provide not
play at low price but the quality of service provided. The strategy used here makes
Telkomsel HaloFit became the object of interest for this study.
The purpose of this study was to determine the effect of service quality,
perceived value, customer satisfaction and switching barriers to post-purchase
intention. The expected benefits of this research is to increase the repertoire of
knowledge in the field of management, especially how much influence postpurchase
intention, which in turn will shape the success of the company in the
long run.
This study is a causal research. The method used is a quantitative method
of processing data using SPSS. Data was collected by distributing questionnaires
to 105 respondents to the characteristics of male and female respondents aged 18-
60 years and using Telkomsel HaloFit at least 6 months, lived in Surabaya, as
well as knowing other similar mobile provider.
The results showed that service quality with a regression coefficient of
0.669, customer satisfaction with the regression coefficient for 0.572, switching
barriers with a regression coefficient of 0.348, and the perceived value of 0.202
with a regression coefficient is positive and significant influence post-purchase
intention. In addition, service quality with a regression coefficient of 0.738 is
positively and significantly affect the perceived value, service quality is also
positively affects customer satisfaction and significant with a regression
coefficient of 0.628. Perceived value positively affects customer satisfaction and
significant with the regression coefficient of 0.270. The finding showed that
service quality give highest influence on post-purchase intention. | en_US |
