PENGARUH KUALITAS PELAYANAN, KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN INDOSAT DI SURABAYA

Competition for telecommunications companies in Indonesia is very strict,because Indonesia is a country with great potential for profit for the telecom company. So that is the basis of each company's competing telecommunications provide services of good quality to give satisfaction to customers, so that customers become loyal to the products. Indosat is Indonesia's leading telecommunications company, can be seen from the number of subscribers increasing from year to year. But with the increasing number of customers Indosat continues does not guarantee that they are satisfied with the services provided by Indosat. Therefore the aim of this study was to determine the influence of true service quality, Satisfaction, confidence, customer loyalty to Indosat in Surabaya. The methods used in this research is to use the kuanntitatif method of primary data (questionnaire). This research was conducted in Surabaya, using an Keywords: Quality of Service, Satisfaction, Trust, Loyalt