PERAN MODERASI HAMBATAN PINDAH MEREK DALAM HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PADA PROVIDER SELULER

Atmaja, Nehemia Prayoga (2017) PERAN MODERASI HAMBATAN PINDAH MEREK DALAM HUBUNGAN ANTARA KEPUASAN PELANGGAN DAN LOYALITAS PADA PROVIDER SELULER. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

This study aims to examine the effect of customer satisfaction on loyalty. The loyalty is created because the existence of customers’ satisfaction driven by switching barriers. Switching Barriers will have positive impacts on customers’ satisfaction so that customers will remain loyal in Simpati card services. Data of the research were obtained through questionnaires distributed to customers of Simpati card services in the area of Surakarta City. The sampling technique used was purposive sampling with population of Simpati card services costumers as many as 200 respondents. Hypothesis testing was conducted by using linier regression analysis. The results of the study show that customers’ satisfaction has no significant effect on loyalty and also switching barriers have no significant effect on loyalty. The role of moderation of switching barriers has significant effects toward customers’ satisfaction variable and customers’ loyalty variable. This means that switching barriers purely moderate the relations between customers’ satisfaction and customers’ loyalty. Keywords: switching barriers, customers’ satisfaction, loyalty

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Keywords: switching barriers, customers’ satisfaction, loyalty
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi > Prodi S1 Manajemen
Depositing User: Herera Gadys USB
Date Deposited: 22 Feb 2019 07:23
Last Modified: 22 Feb 2019 07:23
URI: http://repository.setiabudi.ac.id/id/eprint/68

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