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

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
Informasi Detail
Judul Seri
-
No. Panggil
8396
Penerbit
Depok : Program Studi Manajemen, Fakultas Ekonomi Universitas Indonesia.,
Deskripsi Fisik
xix, 235 p. : diagr. ; 30 cm.
Bahasa
ISBN/ISSN
-
Klasifikasi
-
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Telecommunication industry
Consumer loyalty
Service quality
Costs
Service failure
Service recovery
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

Lampiran Berkas
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