Abstract: The development of information and technology has made Internet easier to use, either for personal or for business purposes. Internet Services Provider (ISP) companies are trying to win the customers’ hearts to entice people to be their customers. The objective of this study is to determine the effect of internet service quality toward customers’ satisfaction and loyalty. The sample ofcase study was taken from PT Link Net Tbk. Research method utilizes the quantitative method with Likert scale for research measurement. Causality design research is a research design that is used to analyze the relationship between one variable with others. To test the hypothesis proposed in this research, the analysis technique used is SEM (Structural Equation Modeling) operated through Lisrel program.The results of this study prove that the quality of Internet services affect to customer satisfaction, customer satisfaction affect to customer loyalty and quality of internet services also directly affects to customers’ loyalty. From results of the  research, companies who are engaged in the ISP industry has importance to focus their initiatives to improve the quality of internet services so that customers are satisfied with ISP services provided and become loyal customers.This study focuses only on the variable quality of internet services, customer satisfaction and customer loyalty. In the next study can add other variables such as customer trust or relationship quality.

Keywords: Internet Service Quality, Customer Satisfaction, Customer Loyalty

PDF | DOI: 10.17148/IARJSET.2018.573

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