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primary topic: PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia
type: Thesis
type: Article
abstract: Perkembangan komunikasi mengakibatkan pengguna perangkat seluler di Indonesia semakin meningkat. Hal ini menyebabkan industri penyedia layanan telekomunikasi menjadi sebuah kebutuhan utama di masyarakat, sehingga IM3 Ooredoo menghadapi persaingan yang kuat dalam mempertahankan loyalitas pelanggan. Solusi yang dapat dilakukan perusahaan adalah dengan meningkatkan kualitas layanan yang dipersepsikan serta nilai perpindahan untuk membentuk loyalitas pelanggan. Penelitian ini bertujuan untuk mengetahui pengaruh perceived service quality dan switching cost terhadap customer loyalty pada pengguna layanan IM3 Ooredoo. Jenis penelitian yang digunakan yaitu deskriptif verifikatif dan metode yang digunakan adalah explanatory survey denga teknik simple random sampling dengan ukuran sampel 150 responden. Teknik analisis data yang digunakan analisis regresi linier ganda dengan alat bantu software komputer SPSS 24.0. Hasil temuan dalam penelitian ini menunjukkan bahwa gambaran dalam perceived service quality dalam kategori cukup tinggi, gambaran switching cost dalam kategori cukup tinggi dan gambaran customer loyalty dalam kategori cukup tinggi, dan customer loyalty dipengaruhi oleh perceived service quality dan switching cost. Kata Kunci: Perceived Service Quality, Switching Cost, Customer Loyalty The development of communication has resulted in the increasing use of mobile devices in Indonesia. This causes the telecommunications service provider industry to become a major need in the community, so IM3 Ooredoo faces strong competition in maintaining customer loyalty. The right solution that companies can is to improve the perceived service quality and switching cost to form customer loyalty. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceiv…
date: 2019-12-06
status: published
author list: authors
type: EPrint
type: ThesisEPrint
is part of: repository
has document: PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
subject: H Social Sciences (General)
subject: L Education (General)

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document
has file: S_MBS_1501479_Title.pdf
has part: S_MBS_1501479_Title.pdf

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document
has file: S_MBS_1501479_Chapter 1.pdf
has part: S_MBS_1501479_Chapter 1.pdf

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document
has file: S_MBS_1501479_Chapter 3.pdf
has part: S_MBS_1501479_Chapter 3.pdf

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document
has file: S_MBS_1501479_Chapter 5.pdf
has part: S_MBS_1501479_Chapter 5.pdf

PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia (Text)
type: Document

Universitas Pendidikan Indonesia
type: Organization

Perpustakaan UPI, Universitas Pendidikan Indonesia
type: Organization

- Dhia Annisa Hidayaturrakhma
type: Person
given name: -
family name: Dhia Annisa Hidayaturrakhma

HTML Summary of #45953 PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia
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primary topic: PENGARUH PERCEIVED SERVICE QUALITY DAN SWITCHING COST TERHADAP CUSTOMER LOYALTY : Survei terhadap Pengguna Layanan IM3 Ooredoo di Indonesia

H Social Sciences (General)
type: Concept

L Education (General)
type: Concept