Pengaruh Kualitas Layanan dan Pemanfaatan Teknologi Terhadap Kepuasan dan Loyalitas Pengguna Indihome di Indonesia [The Effect of Service Quality and Technology Utilization on Customer Satisfaction and Customer Loyalty of Indihome in Indonesia]

Authors

  • Indra Gunawan Fakultas Ekonomi dan Bisnis, Universitas Pelita Harapan, Jakarta
  • Moses Lorensius Parlinggoman Hutabarat Fakultas Ekonomi dan Bisnis, Universitas Pelita Harapan, Jakarta

DOI:

https://doi.org/10.19166/imj.v2i1.5871

Keywords:

Kualitas Layanan, Pemanfaatan Teknologi, Kepuasan Pelanggan, Loyalitas Pelanggan, Service Quality, Utilization of Technology, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to determine how the level of customer loyalty Indihome. To meet the objectives, this study examines the effect of service quality and technology utilization on customer loyalty which is mediated by customer satisfaction variables. The sampling technique used is a non-probability sampling technique, namely purposive sampling with a total of 250 respondents. The instrument used for data collection is a questionnaire via Google Form which consists of 21 indicators. Testing of the questionnaire is done by testing the validity and reliability. Furthermore, the tool used in data analysis is PLS-SEM with SmartPLS 3.0 program. There are 7 hypotheses in this study, namely: (1) Service Quality has a positive and significant effect on Customer Satisfaction; (2) Technology Utilization has a positive and significant effect on Customer Satisfaction; (3) Customer Satisfaction has a positive and significant effect on Customer Loyalty; (4) Service Quality has a positive and significant effect on Customer Loyalty; (5) Technology Utilization has a positive and significant effect on Customer Loyalty; (6) Customer Satisfaction mediates positively and significantly the relationship between Service Quality and customer loyalty; (7) Customer Satisfaction mediates positively and significantly relationship between Technology Utilization and Customer Loyalty.

Bahasa Indonesia Abstrak: Penelitian ini bertujuan untuk mengetahui bagaimana tingkat loyalitas pelanggan Indihome. Untuk memenuhi tujuan, penelitian ini menguji pengaruh kualitas layanan dan pemanfaatan teknologi terhadap loyalitas pelanggan yang dimediasi oleh variabel kepuasan pelanggan. Teknik pengambilan pengambilan sampel yang digunakan adalah teknik sampel non-probability sampling yaitu purposive sampling dengan jumlah responden sebanyak 250 orang. Instrumen yang digunakan untuk pengumpulan data adalah kuesioner melalui Google Form yang terdiri dari 21 indikator. Pengujian terhadap kuesioner dilakukan dengan uji validitas dan reliabilitas. Selanjutnya, alat yang digunakan dalam analisis data adalah PLS-SEM dengan program SmartPLS 3.0. Terdapat 7 hipotesis dalam penelitian ini yaitu: (1) Kualitas Layanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan; (2) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan; (3) Kepuasan Pelanggan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (4) Kualitas Layanan berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (5) Pemanfaatan Teknologi berpengaruh positif dan signifikan terhadap Loyalitas Pelanggan; (6) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan Kualitas Layanan terhadap Loyalitas Pelanggan; (7) Kepuasan Pelanggan memediasi secara positif dan signifikan hubungan Pemanfaatan Teknologi terhadap Loyalitas Pelanggan.

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Published

2022-11-08

Issue

Vol.2, No.1, April 2022

Section

Articles

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