PENGARUH EKSPEKTASI PELANGGAN, KUALITAS PRODUK DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN INTERNET TELKOMSEL DI BANDA ACEH

Abstract

Abstract
This research aims to examine the factors that influence the level of internet customer loyalty
Telkomsel in Banda Aceh. The population of this research is the customer who use or are subscrib to
Internet service Unlimited Telkomsel Flash, and a minimum for six months subscription. Multiple
linear regression analysis is used to determine the effect of variable customer expectations, product
quality, and customer satisfaction is hypothesized to effect on customer loyalty. The results of multiple
linear regression analysis showed that the dominant factor that affect the customer loyalty is the
variable quality of the product, followed by a variable customer expectations, and the least effect on
customer loyalty is customer satisfaction variables. The variables of this research are quite good in
explaining customer loyalty. The advice from the author to the company is that companies have to
create products that are superior in quality, and always maintain the quality of the product to
constantly innovate on products tailored to the desires of customers to the product. Furthermore, the
company have to pay attention to the complaints of customers by minimizing customer complaints.
Keywords: Expectations, product quality, customer satisfaction, customer loyalty