ANALISIS FAKTOR - FAKTOR DALAM KEPUASAN YANG MEMPENGARUHI LOYALITAS KONSUMEN SMARTPHONE SAMSUNG DI PALEMBANG

., Jetlly (2017) ANALISIS FAKTOR - FAKTOR DALAM KEPUASAN YANG MEMPENGARUHI LOYALITAS KONSUMEN SMARTPHONE SAMSUNG DI PALEMBANG. Undergraduate thesis, Universitas katolik Musi Charitas Palembang.

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Abstract

The aim of this study was to determine the effect of satisfaction factors on Samsung Smartphone user loyalty on This type of research survey. The population in this study is the consumer who use Samsung Smartphone in Palembang. The sampling technique used purposive sampling which involved 138 respondent. The analysis technique used multiple linear regression analysis to test the hypothesis using the F test and t test .The results showed that customer satisfaction which consist of value to price relationship, product quality, product feature, reliability, and warranty affect were simultam to Samsung Smartphone user loyalty. The T test showed that value to price relationship didn’t affact on Samsung Smartphone user loyalty partialy. But product quality, product feature, reliability, and warranty affact to Samsung Smartphone user loyalty partialty. Keywords: Customer loyalty and Customer satisfaction

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