Peran Switching Cost Terhadap Customer Satisfaction, Customer Value Dan Customer Loyality (Studi Penelitian Mengenai Peran Swithching Cost Terhadap Pelanggan Operator Telepon Selular)

Amin, Muhammad Johan (2014) Peran Switching Cost Terhadap Customer Satisfaction, Customer Value Dan Customer Loyality (Studi Penelitian Mengenai Peran Swithching Cost Terhadap Pelanggan Operator Telepon Selular). S1 thesis, STIE Indonesia Banking School.

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Abstract

The aims of this study are to analyze the relationships between Customer Value (CV), Customer Satisfaction (CS), Customer Loyalty (CL), and the effetc of Swicthing Cost (SC) as the moderation variable. This study was taken because the results of this research has never been studied in Indonesia and to see interesting communication technologt development in Indonesia. The sample of this research are users of cellular phone providers from all of cellular phone user in Indonesia, only hundreds and forty users in Jakarta.Determination of the sample in this research using purpsive sampling based on the results of questionnaire. The type of data is primary and secondary data, while data analysis method used was Structural Equation Modelling (SEM). The results of this study indicate that CV has a positive and significant effect on CS, CV has a positive and significant effect on CL, CS has a positive and significant effect on CL, meanwhile SC has an imact on that relationship. However CS has no significant effect on CL, and CV has no significant effect on CL although SC has an impact on that relationship. Keywords:Customer Value (CV), Customer Satisfaction (CS), Customer Loyalty (CL), Swicthing Cost (SC), cellular phone provider.

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Ms Dyta Medina
Date Deposited: 08 Aug 2020 13:47
Last Modified: 03 Sep 2020 07:57
URI: http://repository.ibs.ac.id/id/eprint/731

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