Pengaruh Kualitas Pelayanan dan Penanganan Keluhan terhadap Loyalitas Pelanggan PT. Hutchison Tri Indonesia di Lamongan. (The Influence of Service Quality and Complaint Handling on PT Customer Loyalty. Hutchison Tri Indonesia in Lamongan).

Rahman, M Arman Maulana (2023) Pengaruh Kualitas Pelayanan dan Penanganan Keluhan terhadap Loyalitas Pelanggan PT. Hutchison Tri Indonesia di Lamongan. (The Influence of Service Quality and Complaint Handling on PT Customer Loyalty. Hutchison Tri Indonesia in Lamongan). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study aims to analyze the effect of service quality and complaint handling on customer loyalty of PT Hutchison Tri Indonesia. In the highly competitive telecommunications industry, retaining existing customers is important for companies. Service quality and handling customer complaints can be key factors in creating high customer loyalty. This research method uses a quantitative approach with data collection techniques through questionnaires distributed to PT Hutchison Tri Indonesia customers. The research sample consisted of 96 respondents randomly selected from the company's customer base. Data analysis was carried out using multiple linear regression methods to test the research hypothesis. The results showed that service quality positively and significantly influences customer loyalty. It was found that customers tend to be more loyal to companies that provide high-quality services. In addition, customer complaint handling also has a positive and significant influence on customer loyalty. Customers who feel that the company handles their complaints well tend to be more loyal and do not seek alternative service providers. These findings provide important implications for PT Hutchison Tri Indonesia and other telecommunication companies. The company needs to pay attention to the quality of service provided to customers and improve the effectiveness of handling customer complaints. To retain existing customers, the company should focus on improving service quality and responding well to customer complaints. Keywords: Service Quality, Complaint Handling, Customer Loyalty, Telecommunication.

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