| Use of the Internet today has become a modern society lifestyle. The Internet can be used for various purposes, such as obtain a variety of information, chat, business, play games online or even just for mere entertainment. Through the internet service each person can easily perform activities more freely. This study discusses about one of your ISP (Internet Service Provider), the largest in Indonesia, namely Telkom Speedy. Improved customer Telkom Speedy is so significant in the time period 2009 to 2010, ie an increase of 683 thousand units a direct connection to 1.2 million units a direct connection, or about 69.7 percent. This increase is contrary to the complaint that so much is contained in various media on a less than satisfactory service from Telkom Speedy. Loyalty is an attitude that is needed by service providers. With the high level of satisfaction, it is hoped will form the loyal attitude. So from this research will know how the performance of Telkom Speedy to provide Internet services. In this research, loyalty is reflected by the six dimensions, the overall service quality, customer trust, coporate image, overall satisfaction, switching costs, and customer commitment. Testing the hypothesis using the concept of SEM (structural equation modeling) with LISREL-based software Based on the results of data processing, there are several quality of services that need to be improved, in order to improve customer satisfaction. Of the six dimensions tested, there were no significant value to customer loyalty Telkom Speedy. So we need to learn again what factors to be determinants of customer loyalty attitude Telkom Speedy. |