Analisis faktor-faktor yang mempengaruhi niatan loyalitas konsumen "Internet Service Provider" : studi kasus : Telkom Speedy

Deskripsi

The development of Internet technology sooner or later will make the community than just using the internet to require internet. In the end, consumers will choose an Internet Service Provider (ISP) that match their criteria. This study discusses the factors that affect customer loyalty ISP. Research model was tested by using the technique of Structural Equation Models. Based on survey of customers of Telkom Speedy Greater Jakarta area, this study shows that the factors that most affect consumers' loyalty intention ISP is a overall satisfaction. Other factors that affect loyalty intention is perceived trust and futures ISP expectancy. Another finding of this study is attributive service satisfaction influence the perceived value, but the perceived value does not directly affect loyalty intention so that mediation by overall satisfaction needed to achieve loyalty intention.Ada tabel