PENGARUH KUALITAS LAYANAN DAN KOMITMEN PELANGGAN TERHADAP LOYALITAS PELANGGAN JASA INTERNET AHA DI SURABAYA

With increasing globalization, need fast information and a powerful telecommunications. And the role of the internet in society has become a necessity. Internet users increased lead internet service providers to tighten competition for the broad market. Even so there are many customers who complain about the quality of service by the internet service provider. And quality of service is an important factor for long-term relationships with customers, and establishes a loyal customer of the services offered. On the other side customer commitment will also build customer loyalty. This study examined the effect of service quality and customer commitment to customer loyalty provider internet services AHA in Surabaya. Using 100 customers AHA as respondent and using equipment linier regression test with program SPSS 13.00 for windows. The results of this study indicate that there is a significant positive relationship between service quality on customer loyalty, customer commitment to customer loyalty, as well as with both the quality of customer service and commitment to customer loyalty. Keyword: service quality, customer commitment, customer loyalt