| dc.description.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. | en_US |
