Dampak Hubungan Karyawan Dengan Pelanggan Terhadap Loyalitas Pelanggan Indihome Dengan Variabel Mediasi Customer To Customer Relationship Dan Customer Satisfaction (studi Kasus Pelanggan Indihome Kota Bandung)

Mona Dinastika Maharani, Teguh Widodo

Abstract

Abstrak Internet merupakan media informasi yang tidak lepas dari kehidupan masyarakat saat ini. Bisa dilihat dari banyaknya penggunaan internet saat ini bukan hal asing bagi sebagian besar masyarakat bahkan sudah menjamu sebagai kebutuhan pokok untuk melakukan kegiatan sehari-hari seperti kegiatan bekerja, komunikasi bahkan berbelanja. Internet menjadi hal pendukung untuk melakukan kegiatan sehari-hari dalam beraktifitas pada umumnya. Penelitian ini menggunakan variabel customer to customer relationship, customer satisfaction, employe to customer relationship dan customer loyalty. Tujuan penlitian ini untuk mengetahui pengaruh variabel employee to customer relationship terhadap customer satisfaction, employee to customer relationship terhadap customer satisfaction, employee to customer relationship terhadap variabel customer to customer relationship, customer to customer relationship terhadap variabel customer satisfaction, employee to customer relationship terhadap customer loyalty, dan customer loyalty terhadap customer to customer relationship. Metode penelitian menggunakan pendekatan kuantitatif. Pengumpulan data dilakukan pada pengguna Indihome Bandung dengan 250 responden. Penelitian ini menggunakan metode non-probability sampling dengan tipe convenience sampling. Penelitian ini menggunakan model persamaan structural (SEM) serta menggunakan skala ordinal dengan 14 butir pertanyaan. Kata Kunci : Customer to Customer Relationship, Customer Satisfaction, Employe to Customer Relationship dan Customer Loyalty. Abstract Internet is a media of information that cannot be separated from the lives of people today. It can be seen from the large amount of internet usage nowadays is not a thing for most people. It has been entertaining as a basic necessity for daily activities such as work activities, communication and even internet buying as supporting things for daily activities in general activities. This study uses variable customer relations with customers, customer satisfaction, employee relations with customers and customer loyalty. The purpose of this study is to determine the effect of employee variables on customer relations to customer satisfaction, employee relations with customers to customer satisfaction, employee relations to customers to customer variables, customer relations to customers to customer satisfaction variables, employee relations to customers to customer loyalty and customer loyalty to customer relationships. The research method uses quantitative methods. Data collection was conducted on Indihome Bandung users with 250 respondents. This study uses a non-probability sampling method with convenience sampling type. This study uses structural equation models (SEM) and uses ordinal scale with 14 questions. Keywords: Customer Relationship with Customers, Customer Satisfaction, Employee Relations with Customers and Customer Loyalty.

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