Text
Pengaruh service failure severity, service recovery justice, dan perceived switching costs terhadap customer loyalty : studi kasus PT Telkom Speedy
This research aims to study the relationship of service failure severity, service recovery justice, and perceived switching costs with customer loyalty in Jabodetabek area. This research succeeded to collect 157 respondents and examine the relationship between the observed variables. Methods used to process the data on this research is by using the Structural Equation Modeling. The results of research shows that distributive justice, interactional justice, and perceived switching costs is positively related to customer loyalty. Moreover, the results of research shows that distributive justice, and interactional justice affects the relations service failure severity and customer loyalty.Ada tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 8396 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen, Fakultas Ekonomi Universitas Indonesia 2013 |
|---|---|
| Edisi | - |
| Subjek | Telecommunication industry Consumer loyalty Service quality Costs Service failure Service recovery |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xix, 235 p. : diagr. ; 30 cm. |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |