AMIR FAISAL, 049510234
(1997)
ANALISIS FAKTOR ATAS DIMENSI-DIMENSI KUALITAS LAYANAN YANG DIPERTIMBANGKAN DALAM MENGGUNAKAN JASA PENYEDIA INTERNET
(STUDI KASUS PADA PT. RAHAJASA MEDIA INTERNET).
Thesis thesis, Universitas Airlangga.
Abstract
The growth 01 internet users leads to the emergence 01 many internet service providers that provide services to access internet. As a result, competition among internet service providers become tougher and customers have many alternative choices to select the best one that gives them the best services, the cheapest price as well as the best technology.
Identifying variables 01 consumer chalce Is essential to a company that wishes to formulate and implement a marketing strategy to win more customers, increase market share, gain and sustain competitive advantage to the utmost. The most important thing that an internet service provider is supposed to do is to determine the dimensions 01service quality that influence consumer chaice.
This study wants to maw the underlying dimensions, except price dimensions, that explain the correlation among a set 01 variables that most likely influence consumer choice in selecting RADNET. Twenty-two variables are identified to be lactor analyzed Prlncipol component analysis is selected as an appropriate method.
Results indicate that there are three underlying dimensions, or lactors. that are considered by customers in selecting an internet service provider. First. performance quality 01network. reputation and comlortabilitylactor accountslor the largest amount 01 variance (45%). Second. ability and altitude 01personnel and technical supportlactor accounts lor 8. J% 01 variance. Third, support and customer service lactor accountslor 6.5% ofvariance.
Furthermore, findings suggest that RADNET management have to pay more attention to continuous effort to improve performance quality 01 network, quality 01personnel as well as quality 01customer service.
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