HUBUNGAN PENERAPAN MODEL EUROPEAN CONSUMER SATISFACTION INDEX (ECSI) PADA PELANGGAN SPEEDY DI PT. TELKOM YOGYAKARTA

Competition among Internet Service Provider (ISP) in Indonesia has reached its peak, each telecom operator in Indonesia have started seriously to play served data. Currently there are several Internet Service Providers who are active in competition in the telecommunications sector. Telkom, which is a long time playerin the field of telecommunications in Indonesia do not want to be left to secure his position as ruler of data and voice services. One of them is through their flagship product that is Speedy. The purpose of this research is to determine: 1) the influence of image on customer expectation, customer satisfaction, and loyalty, 2) customer expectation of perceived quality, perceived value, and customer satisfaction; 3) perceived quality on perceived value, and customer satisfaction, 4) perceived value to customer satisfaction, 5) customer satisfaction on loyalty; 6) customer satisfaction on complaints; 6) complaints against Speedycustomer loyalty in the PT. Telkom Yogyakarta. The population in this study are all consumers Speedy in PT. Telkom Yogyakarta with Speedy customer research sample was of 155 respondents from 175 copies of questionnaires distributed. Sampling technique using accidental sampling method. The research method used in thisresearch using quantitative research methods with structural equation modeling using AMOS version 16 to test the hypothesis. The results obtained: 1. Image signifkkan positive effect on customer expectation, customer satisfaction, and loyalty. The results showed only the image of the customer relationship that has significant expectation (probability value <0.05). Customer expectation significant effect on perceived quality, perceived value, and customer satisfaction. Causality test results indicate that significantly affects only the customer expectation on perceived value and perceived quality (probability value