Lolo, Surya Adriana and Sitepu, Badikenita and Siahaan, Antonius TP. (2018) Analysis The Effect Of System Quality, Information Quality, Service Quality Toward Customer Satisfaction And Loyalty In It Service Industry (Case Study At PT. XYZ). Masters thesis, Swiss German University.

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Abstract

The main purpose of this study is to analyze the effect of System Quality, Information Quality and Service Quality toward customer satisfaction and analyze the effect of customer satisfaction to customer loyalty in IT Service industry. Also, to identify the most important factors among System Quality, Information Quality and Service Quality considered by customers in the IT industry. Questionnaire was using for collecting data and distributed to manager or supervisor of the company that become customer of the IT service firm. The result of the study found that all variables are correlated to customer satisfaction variable. However, system quality has strong correlation to Customer Satisfaction. All of three independent variables are making 69% of the contribution for customer satisfaction in IT service industry.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Customer Satisfaction; User Satisfaction; Customer Loyalty; SERVQUAL; Information Technology
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer relations--Management T Technology > TS Manufactures > TS1109 Quality Control
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	05 Jun 2020 15:01
Last Modified:	05 Jun 2020 15:01
URI:	http://repository.sgu.ac.id/id/eprint/765

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