PENGARUH NILAI PELANGGAN, KEPERCAYAAN, DAN KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PENYEDIA LAYANAN JASA INTERNET DI KOTA BOJONEGORO

Abstract

This research is used for explain hour much the effect of the variable customer value, trust, and the service quality which have a role to create customer satisfaction. As the concluded, the variable of the customer satisfaction has a role in incretion of the customer loyalty. In this research is using the path analysis or as usually we call path analysis using double regression linier approach. The reason for using path analysis is to make easy for the analysis to know and to analysis direct effect, indirect effect, and the total between variable. The chosen respondent is the respondent who use the internet service in kecamatan Sumbersari with their own choices and decisions and whit the use of routine. The data was worked and analysis using windows SPSS 14 helped. Based on the analysis results, concluded that all variable customer value, trust, and the quality service could give effect for the customer satisfaction and customer loyalty for the internet service provider in kecamatan Sumbersari directly and proved significant. Even the variable trust to the customer satisfaction have the minimally value between others, even though effectly results.