PENGARUH CUSTOMER ORIENTATION DAN INOVASI PRODUK TERHADAP LOYALITAS PELANGGAN MELALUI PROCESS DELIVERY DAN KEPUASAN PELANGGAN TELEPON FIXED WIRELINE PT. TELKOM DI SURABAYA

Development of telecommunication technology and high mobility of society at this time, has created a new paradigm that is able to shifting popularity of fixed wireline phone as a society communication media. The purpose of this research for analyzing and explaining effect of customer orientation and product innovation on Fixed wireline telephone customer loyalty PT Telkom in Surabaya with Process Delivery and Customer satisfaction as intervening.
This research was conducted with positivist approach or quantitative analyze on primer data, using retrieval techniques sample random sampling, with slovin formula was obtained a sample of 400 respondents. Data analyze techniques used SEM ( Structural Equation Modeling ) with using a software AMOS 21.0.
This result of research show that (1) there is influence of Customer Orientation on customerProcess Deliveryfixed wireline telephone; (2) there is significant incluenceof Customer orientationforCustomer Satisfactionfixed wireline telephone; (3) there is significant incluence of product innovation forProcess Deliveryfixed wireline telephone customer; (4) nothing significant incluence of Product Innovation forCustomer Satisfaction fixed wireline telephone customer; (5) there is significant incluenceProcess Deliveryforfixed wireline telephone Customer Loyalty; (6) there is significant incluence Product Innovation forfixed wireline telephone Customer Loyalty; (7) there is significant influence of Customer Satisfaction forfixed wireline telephone Customer Loyalty.