| dc.description.abstract | Development of high technology and globalization has carrying a
tremendous impact for many people in the world. The rapid exchanges of
information, development of information technology is increasingly rapidly,
causing a very important role of telecommunications. Being one of the supporting
information today is through intermet. People around the world currently has a
high demand for information, in particular in Indonesia. These opportunities can
be captured well by the actors of the telecommunications industry in Indonesia.
People can access the internet anywhere and anytime via broadband media with
Telkomsel Flash products. This study aimed to analyze the factors that affect
customer loyalty Telkomsel Flash in Surabaya.
The samples used in this research that people who live in Surabaya with a
minimum age of 18 years which has been using Telkomsel Flash for 3 months
until today. Samples taken as many as 150 respondents. Processing and analyzing
the data in this study is by using Structural Equation Modeling (SEM) with
LISREL 8.8 software as the software to process the data.
In the model used in this research illustrates that customer loyalty is
influenced by variable variable customer satisfaction, trust and switching variable
directly influences barrier. Variables trust and customer satisfaction is influenced
by variables playfulness and service quality.
Empirical findings indicate that playfulness, service quality has significant
effect on customer satisfaction and trust. Variable switching barrier also has a
significant effect on customer loyalty. Also customer satisfaction and trust has
significant effect on customer loyalty. | en_US |
