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IJSTR >> Volume 8 - Issue 10, October 2019 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



The Effect Of Service Innovation On Customer Satisfaction Indihome Internet Provider In Central Java Through Corporate Reputation As Variable Intervening

[Full Text]

 

AUTHOR(S)

Bayu Kurniawan, Nazief Nirwanto, Achmad Firdiansjah

 

KEYWORDS

Service Innovation; Customer Satisfaction; Corporate Reputation; Internet Provider

 

ABSTRACT

To achieve this goal, one solution that is being pushed by the government is to spur domestic industries to continue to innovate in the face of the industrial revolution 4.0 era. Innovations and changes to business models are demanded to be more efficient and effective, progress of Information Communication Technology (ICT) also penetrated the Indonesian telecommunications industry. The samples obtained in this study were 398 respondents. Analisys Data with SEM. The conclusion of the findings in this study is that innovation service is important in building corporate reputation offered to customers, but when we will satisfy customers, the most important thing is corporate reputation. Service innovation has a positive and significant effect on customer satisfaction. Service innovation has a positive and significant effect on corporate reputation. Corporate reputation has a positive and significant effect on customer satisfaction customers. Research shows that customers corporate reputation mediates the relationship between service innovation and customer satisfaction. Innovation service must be able to corporate reputation for customers to improve customer satisfaction. Based on the findings in this study it can be concluded that innovation service is important in building corporate offered to customers, but when we will satisfy customers, the most important thing is corporate reputation.

 

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