Abstract
The purpose of this study was to explain the effect of product quality and brand image on IndiHome customer satisfaction in Denpasar City, and to explain the effect of product quality, brand image and customer satisfaction on IndiHome customers' word of mouth communication in Denpasar City. The population in this study were all IndiHome customers in Denpasar City. The sampling technique used is purposive sampling method. The number of samples used in this study were 100 respondents. The data analysis technique used in this study is path analysis. The results showed that product quality and brand image had a positive and significant effect on IndiHome customer satisfaction in Denpasar City, and product quality, brand image and customer satisfaction had a positive and significant effect on IndiHome customers' word of mouth communication in Denpasar City.
Highlights
Abstrak: Pengaruh Kualitas Produk Dan Citra Merek Terhadap Kepuasan Pelanggan Dan Dampaknya Terhadap Komunikasi Word Of Mouth
The results showed that product quality and brand image had a positive and significant effect on IndiHome customer satisfaction in Denpasar City, and product quality, brand image and customer satisfaction had a positive and significant effect on IndiHome customers’ word of mouth communication in Denpasar City
Jurnal Ilmu dan Riset Manajemen Vol 4, No 3, Hal: 1-19 Zhang, Jason Q., Georgiana Craciun and Dongwoo Shin
Summary
Masalah yang tantangan seluruh perusahaan teknologi dihadapi Telkom sekarang ini adalah semakin komunikasi di dunia untuk menciptakan berkembangnya penyedia jasa layanan internet produk yang dapat memenuhi kebutuhan pasar. Perusahaan membuat variasi penawaran produk Telkom khususnya pada program IndiHome ini untuk tujuan yang menguntungkan. (Telkom) merupakan salah satu perusahaan Kepala Bidang Yayasan Lembaga Konsumen penyedia jasa telekomunikasi yang Indonesia (YLKI) mengatakan bahwa konsep memanfaatkan peluang tersebut. Pemenuhan triple-play milik IndiHome masih banyak akan kebutuhan teknologi internet dijawab membuat konsumen kebingungan. Indihome dengan dikembangkannya berbagai produk Triple Play yang merupakan salah satu produk berbasis pemenuhan kebutuhan terhadap akses dari PT. Telkom Indonesia Tbk Witel Denpasar, internet, salah satu produknya adalah IndiHome. Hal tersebut pada Bulan Maret 2018 yang secara rinci menunjukkan bahwa layanan Indihome Triple disajikan dalam Tabel 1. Data dalam Tabel 1 menunjukkan bahwa Tbk Witel Denpasar belum maksimal
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