Abstract:
This study aims to test and analyze the effect of perceptions of service quality and
company reputation. Against Telkom Access customer service and its impact on
customer loyalty from Indihome. This research uses quantitative analysis methods,
this sample was taken from the Jakarta, Bogor, Depok, Tangerang and Bekasi areas,
by filling out Gform, totaling 350 respondents. This research was conducted in the
form of filling out questionnaires to Indihome users, as well as friends, relatives
and people in the neighborhood. The data collected will be analyzed using
SmartPLS v3.0 software. On software, the results showed that the service quality
techniques used were Tangible, Reliability, Responsive, Assurance, and Empathy.
In addition, this study also affects the company's reputation on Customer Loyalty.
From the results of this study indicate that the level of loyalty of indihome
customers on reliability, responsiveness, empathy, and company reputation.
