| dc.contributor |
Fakultas Ekonomi |
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| dc.contributor |
|
|
| dc.creator |
Hanifah, Hajar Zulfa |
|
| dc.creator |
Nurleli, Nurleli |
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| dc.creator |
Fitriah, Epi |
|
| dc.date |
2018-01-26 |
|
| dc.date.accessioned |
2019-09-12T07:04:57Z |
|
| dc.date.available |
2019-09-12T07:04:57Z |
|
| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/akuntansi/article/view/9853 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/24677 |
|
| dc.description |
Abstract.Customer loyalty is determined by customer satisfaction. Value for customers is the company's main focus can create customer satisfaction. In this study there are several phenomena that occur in a number of mobile operators are competing strictly due to the use of mobile phones that more than one operator, network quality problems provided not in accordance with expectations, and loyalty of data card users lower. This study aims to determine the effect of customer value on customer loyalty with customer satisfaction as intervening variable in the use of cellular card in Economics and Business students of Islamic University of Bandung. This research uses verifikatif method with quantitative approach. Data source used is primary data source. The data collection techniques used are questionnaires. Sample determination technique in this research is by type of convenience sampling. Hypothesis testing used is path analysis. The result of research shows that customer value influence to customer satisfaction, customer satisfaction also influence to customer loyalty, and there is also influence of customer value to customer loyalty.Keywords: Customer Value, Customer Satisfaction, Customer Loyalty Abstrak.Loyalitas pelanggan ditentukan oleh kepuasan pelanggan.Nilai bagi pelanggan adalah fokus utama perusahaan dapat menciptakan kepuasan pelanggan. Dalam penelitian ini terdapat beberapa fenomena yang terjadi pada sejumlah operator seluler yang bersaing secara ketat disebabkan oleh penggunaan ponsel yang lebih dari satu operator, masalah kualitas jaringan yang diberikan tidak sesuai dengan harapan, dan loyalitas pengguna kartu data lebih rendah. Penelitian ini bertujuan untuk mengaetahui pengaruh nilai pelanggan terhadap loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening dalam penggunaan kartu seluler pada mahasiswa Ekonomi dan Bisnis Universitas Islam Bandung. Penelitian ini menggunakan metode verifikatif dengan pendekatan kuantitatif. Sumber data yang digunakan yaitu sumber data primer. Adapun teknik pengumpulan data yang digunakan adalah kuesioner. Teknik penentuan sampel pada penelitian ini yaitu dengan jenis convenience sampling. Pengujian hipotesis yang digunakan adalah path analysis. Hasil penelitian menunjukan bahwa nilai pelanggan berpengaruh terhadap kepuasan pelanggan, kepuasan pelanggan juga berpengaruh terhadap loyalitas pelanggan, dan terdapat pula pengaruh nilai pelanggan terhadap loyalitas pelanggan.Kata kunci : Nilai Pelanggan, Kepuasan Pelanggan, Loyalitas Pelanggan |
|
| dc.description |
Abstract.Customer loyalty is determined by customer satisfaction. Value for customers is the company's main focus can create customer satisfaction. In this study there are several phenomena that occur in a number of mobile operators are competing strictly due to the use of mobile phones that more than one operator, network quality problems provided not in accordance with expectations, and loyalty of data card users lower. This study aims to determine the effect of customer value on customer loyalty with customer satisfaction as intervening variable in the use of cellular card in Economics and Business students of Islamic University of Bandung. This research uses verifikatif method with quantitative approach. Data source used is primary data source. The data collection techniques used are questionnaires. Sample determination technique in this research is by type of convenience sampling. Hypothesis testing used is path analysis. The result of research shows that customer value influence to customer satisfaction, customer satisfaction also influence to customer loyalty, and there is also influence of customer value to customer loyalty.Keywords: Customer Value, Customer Satisfaction, Customer Loyalty |
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| dc.format |
application/pdf |
|
| dc.language |
eng |
|
| dc.publisher |
Universitas Islam Bandung |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/akuntansi/article/view/9853/pdf |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/akuntansi/article/downloadSuppFile/9853/1808 |
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| dc.rights |
Copyright (c) 2018 Prosiding Akuntansi |
|
| dc.source |
Prosiding Akuntansi; Vol 4, No 1, Prosiding Akuntansi (Februari, 2018); 88-92 |
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| dc.source |
Prosiding Akuntansi; Vol 4, No 1, Prosiding Akuntansi (Februari, 2018); 88-92 |
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| dc.source |
2460-6561 |
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| dc.subject |
Akuntansi |
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| dc.subject |
Nilai Pelanggan, Kepuasan Pelanggan, Loyalitas Pelanggan |
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| dc.subject |
Akuntansi |
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| dc.subject |
NilaiPelanggan, Kepuasan Pelanggan, Loyalitas Pelanggan |
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| dc.title |
Pengaruh Nilai Pelanggan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Pada Pengguna Kartu Seluler Di Kota Bandung) |
|
| dc.title |
Pengaruh Nilai pelanggan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pengguna Kartu Seluler di Kota Bandung |
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| dc.type |
info:eu-repo/semantics/article |
|
| dc.type |
info:eu-repo/semantics/publishedVersion |
|
| dc.type |
Peer-reviewed Article |
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| dc.type |
kuantitatif |
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| dc.type |
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