Juwita Sitanggang - Academia.edu (original) (raw)
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Papers by Juwita Sitanggang
The purpose of this research is to formulate a policy to solve the problem concerning product qua... more The purpose of this research is to formulate a policy to solve the problem concerning product quality to increase customer loyalty of IndiHome at PT Telkom Regional 1 Sumatera, with customer satisfaction as an intervening variable. This research aims to analyze the direct and indirect effects of product quality on customer satisfaction and customer loyalty of IndiHome.The type of research used is survey research type with simple sampling method. Sample requirement in this study is sample is an IndiHome service user in Medan. Sample size in this study was 396 customers. This study uses the Path Analysis. In this case, path analysis will analyze the magnitude of the direct and indirect effects of variables as to the resulting variables. The direct effect of product quality on customer loyalty is smaller than the indirect influence of product quality on customer loyalty through customer satisfaction, and it can be stated that customer satisfaction is useful as an intervening variable b...
Procedia - Social and Behavioral Sciences, 2016
City citizens need the availability of public transportation to support their daily activities. T... more City citizens need the availability of public transportation to support their daily activities. The purposes of this research are to know the level of public transport services in Medan and how is the expectation on it and how is the effect of public transport services on quality of life in Medan city. Research methods using primary data from surveys of people who use public transport. The analysis technique used was descriptive analysis and simple linear regression. The results shows that the public perception of public transport services with indicators insurance, empathy, reliability, responsiveness, tangible and comfort were are low. The public transport service effect significantly to the quality of life.
The purpose of this research is to formulate a policy to solve the problem concerning product qua... more The purpose of this research is to formulate a policy to solve the problem concerning product quality to increase customer loyalty of IndiHome at PT Telkom Regional 1 Sumatera, with customer satisfaction as an intervening variable. This research aims to analyze the direct and indirect effects of product quality on customer satisfaction and customer loyalty of IndiHome.The type of research used is survey research type with simple sampling method. Sample requirement in this study is sample is an IndiHome service user in Medan. Sample size in this study was 396 customers. This study uses the Path Analysis. In this case, path analysis will analyze the magnitude of the direct and indirect effects of variables as to the resulting variables. The direct effect of product quality on customer loyalty is smaller than the indirect influence of product quality on customer loyalty through customer satisfaction, and it can be stated that customer satisfaction is useful as an intervening variable b...
Procedia - Social and Behavioral Sciences, 2016
City citizens need the availability of public transportation to support their daily activities. T... more City citizens need the availability of public transportation to support their daily activities. The purposes of this research are to know the level of public transport services in Medan and how is the expectation on it and how is the effect of public transport services on quality of life in Medan city. Research methods using primary data from surveys of people who use public transport. The analysis technique used was descriptive analysis and simple linear regression. The results shows that the public perception of public transport services with indicators insurance, empathy, reliability, responsiveness, tangible and comfort were are low. The public transport service effect significantly to the quality of life.