Faktor-Faktor Terpenting Yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan Pengguna Jaringan 4G di Denpasar
DOI:
https://doi.org/10.38043/jmb.v17i1.2342Keywords:
digital, product quality, service quality, satisfaction, loyalty, BaliAbstract
The purpose of this study is to find out and analyze the effect of product quality and service quality to customer satisfaction, to find out and analyze the effect of quality product and service quality to customer loyalty of Tekomsel’s 4G network user in Denpasar. This study uses primer data in the form of quisioner data distributed to Telkomsel’s 4G network user in Denpasar. By using this random sampling method, then obtained amount of counted 100 samples. The analyis technique used is PLS (Partial Least System (technique). The reserach shows that (1) The product quality has significant influence to the customer’s satisfaction (2) the service quality has significant influnce to the customer’s satisfaction (3) the product quality has significant influence to the customer’s loyalty (4) the service quality has significant influence to the customer’s loyalty (5) the customers satisfacion has significant influence to the customer’s loyalty.
References
Adnyana, R., and Darma, G.S. (2015). Strategi Marketing Mix, Yield Management, Customer Satisfaction and Occupancy Rate, Jurnal Manajemen & Bisnis, 12 (1): 92-115.
Adnyasuari, P.A.S., and Darma, G.S. (2017). Technology Acceptance Model dan E-Satisfaction in Mobile Banking, Jurnal Manajemen & Bisnis, 14 (2): 1-12.
Angka, A.T., and Darma, G.S. (2016). The Impact of Leadership Style on Employee’s Satisfaction, Jurnal Manajemen & Bisnis, 13 (1): 78-91.
Bali, I.N.A.P., and Darma, G.S. (2019). Menguji Kesiapan Pengelolaan Desa Berbasis Manajemen Modern Guna Menghadapi Era Revolusi Industri 4.0, Jurnal Manajemen & Bisnis, 16 (2): 1-13.
Daryanto dan Setyobudi, I. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava.
Darma, G.S. (2019). Kacamata Media, Kesuksesan Bersyarat. Indonesia: Pustaka Larasan Press.
Darma, G.S., Apollo, A., Rusmanda, G., and Umar, Y. (2019). Digital Education 4.0. Indonesia: Cakra Media Utama Press.
Darma, G.S., Wicaksono, K., Sanica, I.G., and Abiyasa, A.P. (2019). Faktor Kompensasi dan Strategi Gojek Dalam Meningkatkan Kepuasan Kerja Para Driver, Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi, 6 (3): 232-244. https://doi.org/10.35794/jmbi.v6i3.27105
Darma, G.S. (2006). Mobile Marketing: Sebuah Strategi Keunggulan Bersaing Online. Denpasar: Undiknas Press.
Darma, G.S. (2006). The Impact of Information Technology Investment on the Hospitality Industry, Jurnal MAKSI, 6 (1): 1-22.
Darma, G.S. (2003). Managing the Use of E-Mail: A Survey of the Customer-View at Global Gossips Internet Course & Café, Jurnal Ekonomi & Bisnis, 15 (2): 1-10.
Darma, G.S. (1998). Information Technology, Hotel Performance, User Performance and User Satisfaction, Lismore New South Wales Australia.
Darma, G.S. (1999). Information Technology and Organisational Performance: A Study of the Hospitality Industry, Southern Cross University, Lismore New South Wales Australia.
Dewi, M.V.K., and Darma, G.S. (2019). The Role of Marketing & Competitive Intelligence In Industrial Revolution 4.0, Jurnal Manajemen & Bisnis, 16 (1): 1-12.
Dewi, C.R., and Darma, G.S. (2014). Website Usability, Satisfaction, Loyalty, Security Perception, Trust, and Word of Mouth in e-Commerce Business, Jurnal Manajemen & Bisnis, 11 (2): 1-30.
Fandy, T. (2014). Pemasaran Jasa. Yogyakarta: Andi.
Ginantra, K.G., Lestari, N.P.N.E., Gorda, A.A.N.E.S., and Darma, G.S. (2017). Effects of Promotion, Product Quality, Brand Image and Price on Customer Satisfaction and Brand Switching Decision, International Journal of Management and Economics Invention, 3 (12): 1514-1523.
Ghozali, I. (2006). Aplikasi Analisis Multivariate dengan Program SPPS. Cetakan Keempat. Semarang: Badan Penerbit Universitas Diponegoro.
Juzer, J., and Darma, G.S. (2019). Strategic Supply Chain Management in the Era of Industry Revolution 4.0 : A Study of Textile Industry in Bali, Jurnal Manajemen Bisnis, 16 (3): 1-16.
Kanten, I.K., and Darma, G.S. (2017). Consumer Behaviour, Marketing Strategy, Customer Satisfaction, and Business Performance, Jurnal Manajemen & Bisnis, 14 (2): 143-165.
Krisnamurti, M.B., and Darma, G.S. (2015). Strategi Diferensiasi Produk dan Jasa di Industri Digital Printing, Jurnal Manajemen & Bisnis, 12 (1): 122-139.
Kotler, P., & Keller, K.L. (2016). Marketing Management 16th edition. New Jersey: Pearson.
Lo, B., and Darma, G.S. (2000). Employee Perception of the Impact of Information Technology Investment in Organisations: A Survey of the Hotel Industry, Australasian Journal of Information Systems, 7 (2): 32-51.
Pranata, I.M.A., and Darma, G.S. (2014). Strategi Penerapan E-Commerce Dalam Meningkatkan Keunggulan Bersaing, Jurnal Manajemen & Bisnis, 11 (1): 69-81.
Nayaka, K. W., and Darma, G. S. (2020). Assessing Depth of Optimization Digital Samsat Program (E-Samsat) in Bali Province, International Research Journal of Engineering, IT & Scientific Research, 6(2), 24-31. https://doi.org/10.21744/irjeis.v6n2.861
Supit, H.A.M., and Darma, G.S. (2018). Aplikasi Mobile Trading Monex Guna Mendukung Customer Relationship Management, Jurnal Manajemen & Bisnis, 15 (1): 46-60.
Supit, H.A.M., and Darma, G.S. (2018). Enhancing User Experience in Forex Mobile Trading Application to Support Customer Relationship Management, Jurnal Manajemen & Bisnis, 15 (3): 51-63.
Sunyoto, D. (2015). Manajemen dan Pengembangan Sumber Daya Manusia (cetakan pertama). Yogyakarta: CAPS (Center For Academic Pusblishing Service).
Tjiptono, F. (2014). Pemasaran Jasa - Prinsip, Penerapan, dan Penelitian. Yogyakarta: Andi Offset.
Utomo, I.G.W., and Darma, G.S. (2020). Measuring Optimization of Digital Military Programs: An Innovation of Information and Communication Systems in Industrial Digitalization 4.0, International Research Journal of Engineering, IT & Scientific Research, 6 (2): 39-46. https://doi.org/10.21744/irjeis.v6n2.862
Widiari, I.A.R., and Darma, G.S. (2019). Evaluasi Kinerja Pegawai Kontrak Melalui Tujuh Kompetensi Spencer Pada Pelayanan Denpasar Sewerage Development Project (DSDP), Jurnal Ilmiah Manajemen & Bisnis, 2 (2): 360-367.
Widiastra, I.K., and Darma, G.S. (2015). Komitmen, Kepuasan Kerja, Organizational Citizenship Behavior dan Kinerja Pegawai Kontrak, Jurnal Manajemen & Bisnis, 12 (2): 214-241.
