PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY (STUDI PADA PELANGGAN TELEPON BERGERAK DI KOTA MALANG)
ABSTRACT: For last few decades
we have witnessing the rise of mobile telecommunication industries in
Indonesia. High tension level of competition has forced service providers to
formulate way both to gain profit and to make their customer stay loyal. Each
provider competing through their quality and their price since the Indonesian
market were sensitive to price. Many promotional advertising were made in order
to attract new customers and make existing customers remain loyal.
Theoretically satisfactions were proved affecting customer loyalty. This
research was made to identify whether Service Quality, Customer Satisfaction
and Switching Cost could affect the Customer Loyalty.
Keywords: Telecommunication
industries, Service Quality, Satisfaction, Switching Cost, Loyalty
Penulis: Taufiq Abdurrahman,
Nanang Suryadi
Kode Jurnal: jpmanajemendd090054
Pesan jurnal yang anda butuhkan disini.... >>> KLIK DISINI <<<
