The Consequences of service quality to the behavioral intentions :: Case study at Kaledia Internet cafe

WAHYUDI, Darma, Dra. Sari Winahjoe, MBA

2001 | Tesis | Magister Manajemen

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This research was conducted to identify the effect of service qualitv in k ledi Internet cafe to their consumers7 behavioral intentions and whether the experienced service problem consumers are different with consumers who have not experienced service problem. The relevant theories are the relationship between service quality with behavioral intentions. The service quality dimensions consist of reliability, responsiveness, assurance, empathy and tkgibies. The behavioral intentions dimension consists of loyalty, switch, pay more, external response and internal response. Consumers were asked about their perception service of Kaledia Internet Cafe and their intentions in following time. A survey method was employed to get primary data. 171 respondents data were analyzed by multiple regression analysis and analysis of variance. The result were surprising, customer intentions to loyal could be increased by improving service quality, but consumers’ intention to switch were not have positive effect with service quality. The important thing is kaledia should give excellent service quality to their consumers. Once consumer experience service problem they would not forget it and have bad perception about the service

Kata Kunci : Kualitas Layanan,Industri Internet,Kaledia