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Abstract:
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 with process delivery and as mediation customer satisfaction. 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 process delivery and customer satisfaction as mediation between customer orientation and product innovation influence for fixed wireline telephone customer loyalty
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