Meningkatkan Loyalitas Pelanggan Melalui Nilai yang Dirasakan dan Kualitas yang dirasakan dengan Kepuasan Pelanggan sebagai Variabel Mediasi

Abstract

The purpose of conducting this research is 1) to find out what factors should be focused on and improved by PT.Indosat. 2) to find out the relationship between the variables studied, especially in the variable perceived quality of purchase intention which is proven to have inconsistent results in previous research. The data collection technique used a questionnaire which was processed using SPSS version 22. In this study using a quality test data, classical assumption test, multiple regression test, and sobel test. The results showed (1) there was a positive and significant effect of perceived value on customer satisfaction of Indosat users in Indonesia, (2) there was a positive and significant effect of perceived quality on customer satisfaction of Indosat users in Indonesia, (3) there was a positive and significant effect on value perceived quality on customer loyalty of Indosat users in Indonesia, (4) there is a positive and significant effect of perceived quality on customer loyalty of Indosat users in Indonesia, (5) there is a positive and significant effect of customer satisfaction on customer loyalty of Indosat users in Indonesia, (6) there is positive and significant effect of perceived value on customer loyalty through customer satisfaction of Indosat users in Indonesia, (7) there is a positive and significant effect of perceived quality on customer loyalty through customer satisfaction of Indosat users in Indonesia.

 Keywords: Perceived value, Perceived quality, Customer satisfaction, Customer loyalty.