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THE INFLUENCE OF SERVICE QUALITY AND SWITCHING BARRIER IN IMPROVING COSTUMER LOYALTY (Survey on XL Postpaid Costumer in Purwakarta)

Proceeding from #PUBLISHER# / 2018-04-04 06:17:04
Oleh : Prety Diawati, Hesti Sugesti, D4 Manajemen Bisnis ([email protected], [email protected])
Dibuat : 2016-09-05, dengan 1 file

Keyword : service quality, switching barrier, customer loyalty

Components of quality service in the industry telecommunication call quality, pricing structure, added value service provider, convenience in procedures and customer supported. Maintain the quality services aimed at keeping customers, other efforts can be done by creating switching barrier that arise due to the presence of switching costs, attractiveness of alternatives and

interpersonal relationship. Based on the desire to know the extent of influence of service quality and switching barrier on customer loyalty XL postpaid in the Purwakarta, the authors conducted this study.

The results showed service quality and switching barrier significantly affect the customer loyalty. It can be concluded that is better service quality and high switching barrier effort is increasingly affecting the customer loyalty.

Deskripsi Alternatif :

Components of quality service in the industry telecommunication call quality, pricing structure, added value service provider, convenience in procedures and customer supported. Maintain the quality services aimed at keeping customers, other efforts can be done by creating switching barrier that arise due to the presence of switching costs, attractiveness of alternatives and

interpersonal relationship. Based on the desire to know the extent of influence of service quality and switching barrier on customer loyalty XL postpaid in the Purwakarta, the authors conducted this study.

The results showed service quality and switching barrier significantly affect the customer loyalty. It can be concluded that is better service quality and high switching barrier effort is increasingly affecting the customer loyalty.

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