THE EFFECT OF SERVICE QUALITY OF MY TELKOMSEL TOWARD CUSTOMERS’ SATISFACTION AND COMPANY
5. CONCLUSION AND SUGGESTION 1 CONCLUSION
al. (2018), Anzie and Arifin (2017) which state that customer satisfaction affects customer loyalty.
The effect of company image on customer loyalty
Based on the test results, it is obtained that the company image is 0.304 with a significant value of 0.010 < 0.05, which indicates that the company image has a significant effect on customer loyalty.
The existence of a corporate image comes from experiences or corporate communication efforts on the basis of company sustainability and profit. If the company image is considered good by community and is embedded in the memory of consumers, it can affect the increase in customer loyalty.
This is consistent with research conducted by Darmawan et al. (2017), Ashraf et al. (2018), Anzie and Arifin (2017) which state that company image affects customer loyalty.
Effect of Electronic Service Quality on Customer loyality is mediated by Customer satisfaction.
Based on the test results, it was found that the electronic services quality on direct customer satisfaction was 0.798 and customer satisfaction on customer loyalty was 0.189, so that the value of 0.798 x 0.189 = 0.151 was obtained. This means that customer satisfaction can mediate the influence between electronic service quality and customer loyalty.
Effect of Electronic Service Quality on Customer loyality is mediated by Company image
Based on the test results, it is obtained that the electronic services quality on the company image directly is 0.889 and the company image on customer loyalty is 0.304, so that the value of 0.889 x 0.304 = 0.243 is obtained. This means that the company image can mediate the effect between electronic service quality and customer loyalty.
5. CONCLUSION AND SUGGESTION
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