Pengaruh Citra Perusahaan Dan Kepuasan Terhadap Loyalitas Pelanggan Jasa Indihome di Lumajang

Abstract

The purpose of this study is to determine the effect of corporate image and satisfaction on customer service loyalty IndiHome in Lumajang, either partially or simultaneously. This study tested the hypothesis that there is influence of corporate image and satisfaction to customer service loyalty IndiHome in Lumajang. The research method used is multiple linear regression statistic method. The results showed that for corporate image variable has no influence on customer service loyalty IndiHome, satisfaction variable has an influence on customer service loyalty IndiHome. While simultaneously there is no influence of corporate image and satisfaction on customer service loyalty IndiHome with coefficient of determination (adjusted R 2) obtained by 0,047, which indicate that 4.7%
IndiHome customer service loyalty can be explained by corporate image and satisfaction while the rest 95,3% IndiHome customer service loyalty is influenced by other variables not examined in this study. The limitations of this study are to examine the effect of corporate image and satisfaction on IndiHome customer service loyalty. While other variables that affect customer loyalty customer loyalty is expected to be examined by further researchers.