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Detail Katalog

Jurnal

Manajemen dan Bisnis Berkala Ilmiah

Keyword

kepuasan pelanggan, kepercayaan, loyalitas pelanggan, switching cost

Pengarang

Ari Setiyaningrum

Subject

  1. MANAGEMENT
  2. BUSINESS

    [Abstrak]






    The purpose of this study is to
    examine the effect of customer satisfaction on customer loyalty, the effect of
    trust on customer loyalty, the effect of switching cost as moderating variable
    on the relationship between customer satisfaction and customer loyalty, and the
    effect of switching cost as moderating variable on the relationship between
    trust and customer loyalty. Products are used as objects of this research are
    cellular telecommunication service providers. Research conducted by survey
    through questionnaires to 160 students of the Economics Faculty of Unika Atma
    Jaya. The data shows that customer satisfaction influenced customer loyalty
    significantly, trust influenced customer loyalty significantly, switching cost
    does not moderate the relationship between customer satisfaction and customer
    satisfaction and customer loyalty, and switching cost does not moderate the
    relationship between trust and customer loyalty.







    Periode

    Vol 09, Nomor 02, Tahun 2010

    [Berkas]

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