THE EFFECT OF INTERNET QUALITY CONNECTION AND AFTER SALES SERVICE TOWARDS CONSUMERS’ SATISFACTION AND ITS IMPLICATION ON CONSUMERS’ LOYALITY OF SATELLITE INTERNET PRODUCT MANGOESKY PT. TELKOMSAT
DOI:
https://doi.org/10.31933/dijdbm.v1i5.482Keywords:
Consumers’ loyalty, Consumers’ satisfaction, After sales service, Service qualityAbstract
This study is aimed to analyze the effect of internet quality connection and after sales service towards consumers’ satisfaction and its implication on consumers’ loyalty of internet product MangoeSky Satellite PT. Telkomsat. The type of research used in this study is casual research. The population of this study is all permanent consumers of internet service MangoeSky satellite PT. Telkomsat, which is 4.108 subscribers. The determination of sample number was conducted by using slovin formula with the result that obtained 100 respondents. The analysis method used is the regression analysis test through SPSS version 25. The results of this study show that (1) Service quality has a positive and significant effect on consumers’ satisfaction, (2) After sales service has a positive and significant effect on consumers’ satisfaction, (3) Service quality has a positive and significant effect on consumers’ loyalty, (4) After sales service has a positive and significant effect on consumers’ loyalty, (5) Consumers’ satisfaction has a positive and significant effect on consumers’ loyalty, and (6) There is a positive indirect effect between service quality and after sales service for loyalty through consumers’ satisfaction, it means that consumers’ satisfaction can increase consumers’ loyalty.
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Lampung. Tesis Pascasarjana. Universitas Lampung.
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Arief D., Abdurahman K dan Sudirman I. (2012). Pengaruh Kualitas Produk dan Layanan Purna Jual terhadap Kepuasan dan Loyalitas Pelanggan pada Pelanggan Pengguna Motor Honda di Makasar. Jurnal Manajemen Keuangan .Universitas Hasanudin. Makasar.
Ardiansyah., Arifin R dan Priyono. (2014). Pengaruh pelayanan purnajual terhadap loyalitas pelanggan sepeda motor honda pada pt mitra kencana perkasa. Journal Ilmiah Manajemen, Unisma. Malang.
Asghar AJ, Hajizadeh A, Mirdamadi SA, Nawaser K dan Khaksar SM. (2011). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science Vol 1 No 7.
Ashari dan Santoso P. (2005). Analisis Statistic dengan Microsoft Exel dan SPSS. Yogyakarta.
Budihardja S dan Venusita L. (2012). Pengaruh Pelayanan Purna Jual terhadap Customer Satisfaction dalam Kegiatan Customer Service pada Balanced Scorecard. Jurnal Penelitian Universitas Widya Kartika.
Cakrawati, EA. (2011). “Pengaruh Kualitas Produk dan Pelayanan Purna Jual Terhadap Kepuasan Pengguna Ban Achilles”. Tesis Pascasarjana. Universitas Esa Unggul. Jakarta.
Choudhary AI, Akhter SA, Asif M, Choudhry RM, Siddique Z, Mughal. (2011). Impact Of After Sales Service Characteristics on Customer Satisfaction. Information Management anf Business Review, Vol 3, pp:360-365.
Cruz, Albert V. (2015). Relationship betwen product quality andcustomer satisfaction. Tesis. Walden University.
Elsandra Y dan Suryadi. (2016). Pengaruh Kualitas Produk dan Layanan Purna Jual terhadap Kepuasan Pelanggan Pada PT. Sharp Electronic Indonesia di Kota Padang. Tesis Pascasarjana. Universitas Dharma Andalas. Padang.
Egonsson E., Bayarsaikhan K dan Ting T. (2013). After sales services and customer relationship marketing-A multiple case study within the Swedish heavy equipment machinery Industry. Tesis. Linneaus University.
Fazizadeh A., Bagherzadh F dan Mohamadi P. (2011). How After Sales Service Quality Dimension Affect Customer Satisfaction. African Journal of Busines Management, Vol 5(17), pp:7658-7664.
Frab A., Garrigos JA., dan Schoeneberg KP. (2015). Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty: With a Particular Focus on the Influences of Cultural Determinants. 1st International Conference on Business Management. Universitat Politecnica de Valencia.
Gairdelli P., Saccani N., dan Songini L. (2007). Performance Measurement System in After Sales Service: an Intergrated Framework. Int.J.Business Performance Management, pp:145-171.
Ghozali, Imam. (2005). Aplikasi Analisis Multivariate dengan Program SPSS. Badan Penerbit Universitas Diponegoro. Semarang. Handoko, T.Tani. (2003). Manajemen. Cetakan ke-12. BPFE Yogyakarta. Yogyakarta.
Grifin, Jill. (2005). Customer Loyalty: Menumbuhkan dan mempertahankan Kesetiaan Pelanggan. Edisi revisi dan terbaru. Erlangga. Jakarta.
Hardiansyah I. (2008). Analisis Pengaruh Kualitas Produk dan Layanan Purna Jual terhadap Loyalitas Pelanggan Auto 2000 di Jakarta. Tesis. Institut Pertanian Bogor.
Hasan, Ali. (2009). Marketing. Medpress. Yogyakarta.
Hurriyati, Ratih. (2005). Bauran Pemasaran dan Loyalitas Konsumen. Alfabeta. Bandung.
Isaac L., Adevemo., Ogunleve. (2013). Impact of after sales service on consumer satisfaction and retention. A study of LG Electronic in Ibadan, Nigeria. IOSR Journal of Business and Management, Vol 11 pp: 54-58.
Istijanto. (2005). Aplikasi Praktis Riset Pemasaran. PT Gramedia. Jakarta Jayawardhena C. (2010). “The impact of service encounter quality in service evaluation: evidence from a business-to-business context “The Journal of Business & Industrial Marketing. Vol.25. Issue. 5. pp: 338-348 Emerald Group Publishing, Limited. United Kingdom.
Kotler, P. (2005). Manajemen Pemasaran di Indonesia. Buku 2. Diadapatasi oleh A.B. Susanto 2001. Salemba 4. Jakarta.
Kotler P dan Keller KL. (2012). Manajemen Pemasaran Edisi 12 Jlid 1. PT. Gramedia Pustaka Utama.Jakarta.
Kurniawan A dan Wardoyo P. (2011). Analisis Tingkat Kepuasan Pemakai Alat Berat Merk Caterpillar Terhadap Layanan Purna Jual di Jawa Tengah. Jurnal Penelitian Universitas Diponegoro. Semarang.
Masyudzulhak. (2012). Memahami Penulisan Ilmiah dan Metodologi Peneitian. Lembaga Pengakajian dan Pengembagan Sumber Daya. Bengkulu.
Mulyono, B. (2008). Analisis Pengaruh Kepuasan Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen (studi kasus pada perumahan Puri Mediterania Semarang)”. Tesis Pascasarjana. Universitas Diponegoro. Semarang.
Rasoli M dan Jafari A. (2014). The Effect of Production Quality Dimension on Customers Loyalty towards the Brand. Journal of Applied Business and Finance Researches, Vol 3, pp:19-22.
Ruben, J. (2012). Managing After Sales Services: Strategis and Inter Firm Relationship. PhD Thesis of Diph-Kfm Technic. Universitatstuttgat.
Sangadji dan Sopiah. (2013). Perilaku Konsumen-Pendekatan Praktis Disertai Himpunan Jurnal Penelitian. Edisi I. CV Andi. Yogyakarta.
Sugiono. (2008). Metode Penelitian Bisnis.Cetakan ke-12. Alfabeta. Bandung Tanoto, DW. (2014). Analisis pengaruh kualitas produk dan after sales service terhadap kepuasan konsumen yang berdampak pada loyalitas pelanggan di PT Asia Pacific True Trust. Tesis. Bina Nusantara University. Jakarta.
Tjiptono,Fandy. (2008). Strategi Bisnis Pemasaran. Andi. Yogyakarta.
Tjiptono F dan Chandra G. (2012). Pemasaran Strategic Edisi 2. Penerbit Andi Offset. Yogyakarta.
Lampung. Tesis Pascasarjana. Universitas Lampung.
Sitio.Arifin, (2019). Strategi pemasaran UMKM, Mutiara Bantten. Banten.
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2020-08-22
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