Pengaruh Hambatan Berpindah Terhadap Loyalitas Pelanggan Kartu Perdana Internet Telkomsel Pekanbaru

Hafiz, Mhd. (2022) Pengaruh Hambatan Berpindah Terhadap Loyalitas Pelanggan Kartu Perdana Internet Telkomsel Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

The purpose of this study was to determine the effect of switching barriers consisting of economic, psychological, social, functional and ritual values on customer loyalty and which indicators are the most dominant in influencing customer loyalty of Telkomsel internet starter packs (a case study of Indonesian society). The research method used in this study is a quantitative method with an associative approach. In this study, the number of samples that can be taken is by using the Lemeshow formula because the population is unknown or infinite, namely as many as 96 people. The data analysis method used is validity and reliability test, classical assumption test with normality test, simple linear regression analysis test, hypothesis test using t-test, and coefficient of determination test. The results showed that the variable barriers to moving partially, showing tcount (7.550) > ttable (1.661) with a sig of 0.000, which means the variable barriers to migration have a positive and significant effect on customer loyalty. The results of the descriptive analysis show that the most dominant indicator in the Switching Barrier variable is the Functional Indicator with the statement that the Telkomsel Internet Prime Card Network is wide with the highest number of statements agreeing, namely 71 people out of a total of 96 respondents. The analysis of the coefficient of determination can be seen from the R Square value of 0.378 which means that Telkomsel's internet SIM card customer loyalty can be influenced by the Switching Barrier by 37.8% and the remaining 62.2% can be explained by other factors not examined in this study.

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