Analisis pengaruh relationship quality dan switching barriers terhadap customer loyalty : studi kasus : pengguna layanan telkekomunikasi seluler di Jabodetabek

Deskripsi

The competition in Indonesian cellular telecommunication industry is highly competitive, that is why the companies have to maintain the loyalty of their customers. This thesis discusses about the effect of relationship quality that consist of 2 aspects, satisfaction and trust, along with switching barriers on customer loyalty with case study from cellular telecommunication customer in Jabodetabek. This research uses Structural Equation Modelling method with LISREL program to process the data collected from questionnaire spreading. The result of this research shows that the factors positively affects customer loyalty are satisfaction and switching barriers. Moreover also found in this research that service quality has a possitive effect on satisfaction and trust. Ada tabel