PENGARUH KUALITAS PELAYANAN, KEPUASAN PELANGGAN DAN LOKASI TERHADAP LOYALITAS PELANGGAN PADA PENYEDIA JASA INTERNET STUDY PT NOKEN MULIA TAMA SEMARANG

Abstract

Conditions of increasingly fierce competition in the field of Internet services, where more and more manufacturers are involved in fulfilling the needs and desires of consumers, service product must be placed in the proper location and put orientation to quality service and customer satisfaction as a primary goal to win the hearts of customers and make they are loyal.
Formulation of the problem of this research is how to attempt to maintain the number and loyalty of existing customers through the use of Internet services in the cafe Platinum For that various marketing strategies tepat.dan promotion on Internet usage time and a certain discount performed, in order to keep customers happy.This study aims to determine the influence of service quality, customer satisfaction and customer loyalty on the location of the INTERNET SERVICE PROVIDERS STUDY PT. Noken Mulia Tama Semarang.
The population of this study is customer STUDY ON THE INTERNET SERVICE PROVIDER PT. Noken Mulia Tama Semarang, the number of samples of 100 respondents. Data collection techniques using questionnaires, observation and interviews. To test the hypothesis used multiple linear regression analysis.
The results of this research indicate that the results of hypothesis testing first known value of t-test quality of service of 4.296, with a value of α = 0.05 and df = 100-2 = 98 then we got the t-table value of 1.985. T-test value is greater than the value of the t-table (t count> t-table), so it can be concluded that the quality of services significantly influence customer loyalty

. (1) Quality of care significantly influence customer loyalty in INTERNET SERVICE PROVIDERS STUDY PT. Noken Mulia Tama Semarang. Results of testing the second hypothesis known t-test value of 2.791 customer satisfaction, with a value of α = 0.05 and df = 100-2 = 98 then we got the t-table value of 1.985. T-test value is greater than the value of the t-table (t count> t-table), so it can be concluded that customer satisfaction significantly influence customer loyalty.
The third hypothesis testing results are known value t count the location of 2.846, with a value of α = 0.05 and df = 100-2 = 98 then we got the t-table value of 1.985. (2) The value of the t-count is greater than the value of t table (t count> t-table), so it can be concluded that the location of a significant effect on customer loyalty. The third hypothesis testing results are known value t count the location of 2.846, with a value of α = 0.05 and df = 100-2 = 98 then we got the t-table value of 1.985. T-test value is greater than the value of the t-table (t count> t-table), so it can be concluded that the location of a significant effect on customer loyalty.
Customer satisfaction significantly influence customer loyalty in INTERNET SERVICE PROVIDERS STUDY PT. NOBLE Nokens TAMA Semarang, and (3) Location significant effect on customer loyalty in the cafe Platinum.
Keywords: Service Quality, Customer Satisfaction, Location, Customer Loyalty