ANALISIS PENGARUH NETWORK QUALITY, CUSTOMER SERVICE, INFORMATION QUALITY, DAN SECURITY TERHADAP BEHAVIOURAL LOYALTY MELALUI ATTITUDINAL LOYALTY FIRST MEDIA DI SURABAYA

Abstract

The rapid development of technology in the world to make everyone get ease in accessing information and needs. Ease can be obtained via the Internet connection such as looking for current news, see the condition of home or office by CCTV, buy a product, etc. All that can be done only with a computer or smartphone along with internet network. To support all of it, it takes a fast network and secure internet from providers of internet access service called ISP. One of the best ISP in Indonesia are able to provide fast internet access and safe it is First Media The purpose of this study was to analyze the influence of network quality, customer service, information quality, and security against behavioral loyaly of customers First Media Surabaya through attitudinal loyalty. This research is a causal research with the research method used is quantitative method. The data collected in this research by distributing questionnaires to the respondents who meet the characteristics of the sample that is already using First Media at least 3 months, domiciled in Surabaya and ever contacted the call center / customer service First Media. Questionnaires were successfully filled out completely and correctly as 165 questionnaires that has met with the general rule in sampling the minimum is 100 people. For processing of the questionnaires, researchers used SPSS version 22 . The results showed that attitudinal loyalty with the highest regression coefficient, with amounted to 0.681 positively and significantly affect behavioral loyalty. Variable network quality with a regression coefficient of 0.383, and security with a regression coefficient of 0.218 positively and significantly affect attitudinal loyalty. Variable customer service with a regression coefficient of 0.135, and information quality with a regression coefficient of 0.096 in a positive and does not significantly affect attitudinal loyalty.