Isvari Hidayati. Analysis of the Effect of Service Quality, Emotional Satisfaction and Corporate Image on Customer Loyalty in Indihome Pt ??Telkom Indonesia (Persero) Tbk. Nuril Huda (Advisor)

This research aims to analyze the effect of service quality (X1), emotional satisfaction (X2) and company image (X3) as independent variables on customer loyalty (Y) as the dependent variable.

The approach used in this research  is quantitative with associative research methods with data collection techniques in the form of a questionnaire with a total sample of 145 people. The measurement of the variables used a Likert Scale technique with a weight scale from 1 to 5. The data analysis technique used to determine the effect between variables in this study was PLS-SEM.

The results of the research indicated that Service Quality has an influence on the Emotional Satisfaction of customers. Service Quality (Service Quality) and Emotional Satisfaction (Emotional Satisfaction) have an influence on Corporate Image (Corporate Image). Corporate Image (Corporate Image) has an influence on Customer Loyalty (Customer Loyalty). Service Quality and Emotional Satisfaction have no effect on Customer Loyalty at Indihome at Plasa Telkom Banjarmasin.

Keywords: Service Quality, Emotional Satisfaction, Company Image, Customer Loyalty