Image of Pengaruh service failure severity, service recovery justice, dan perceived switching costs terhadap customer loyalty : studi kasus PT Telkom Speedy

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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 NumberLocationAvailable
8396PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen, Fakultas Ekonomi Universitas Indonesia.,
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
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