Published: 2023-10-20
Analisis Faktor-Faktor Yang Membentuk Tingkat Kesetiaan Pelanggan dalam Industri Jasa Kelistrikan di Daerah Istimewa Yogyakarta, Provinsi Jawa Barat, Jawa Tengah, dan Aceh
DOI: 10.35870/emt.v7i4.1671
Andriya Risdwiyanto, Diah Fatma Sjoraida, Naufal Haidar Ahmada, Devi Andriyani
Abstract
This study investigates the factors that shape customer loyalty in the electricity service sector in Yogyakarta Special Region, West Java, Central Java, and Aceh provinces. The main objective is to analyze the influence of service quality, customer value, and company image on customer loyalty. This study was conducted among several electric service companies in the mentioned areas, with 150 respondents. The overall analysis results show that all research variables have a significant impact on the level of customer loyalty to products in the electrical service sector. This is supported by the Fcount value exceeding FTable at the 5% significance level. Additionally, the T-test results partially confirm that service, customer value, and company image significantly influence customer loyalty to electric service companies. Company image seems to be the most decisive factor in customer loyalty. Therefore, it is important for stakeholders in the electrical services sector in the region to maintain and improve their corporate image with the aim of building customer loyalty.
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Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 7 No. 4 (2023)
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Section: Articles
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Published: October 20, 2023
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License: CC BY 4.0
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Copyright: © 2023 Authors
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DOI: 10.35870/emt.v7i4.1671
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Andriya Risdwiyanto
Program Studi Manajemen, Fakultas Ekonomi, Universitas Proklamasi 45-Yogyakarta, Kabupaten Sleman, Daerah Istimewa Yogyakarta, Indonesia
Diah Fatma Sjoraida
Program Studi Hubungan Masyarakat, Fakultas Ilmu Komunikasi, Universitas Padjadjaran, Kabupaten Sumedang, Provinsi Jawa Barat, Indonesia
Naufal Haidar Ahmada
Fakultas Perencanaan Wilayah dan Kota, Institut Teknologi dan Bisnis Muhammadiyah Purbalingga, Kabupaten Purbalingga, Provinsi Jawa Tengah, Indonesia
Devi Andriyani
Program Studi Ekonomi Pembangunan, Fakultas Ekonomi dan Bisnis, Universitas Malikussaleh, Kabupaten Aceh Utara, Provinsi Aceh, Indonesia
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Aditya, P. F. (2023). Analisis Pengaruh Corporate Social Responbility Terhadap Nilai Perusahaan dengan Profitabilitas sebagai Variabel Pemoderasi. Jurnal EMT KITA, 7(4), 1044-1052.
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Arslan, I. K. (2020). The importance of creating customer loyalty in achieving sustainable competitive advantage. Eurasian Journal of Business and Management, 8(1), 11-20.
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