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The effect of relationship quality and switching barrier on customer loyalty : study case PT Garuda Indonesia Tbk.

The cost of attracting new customers is much higher than the cost of retaining old customers, keeping customers loyal is an important issue for service firms. From the perspective of the customer, two aspects of service affect the decision to remain or defect: what makes a customer want to stay, and the tangible and intangible costs of switching to another service provider. In this research, we studied how satisfaction and trust, which are the antecedent of relationship quality, and switching barrier has a positive effect on customer loyalty in PT. Garuda Indonesia Tbk.Ada tabel

Ketersediaan

Call NumberLocationAvailable
8567PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen, Fakultas Ekonomi Universitas Indonesia.,
Edisi -
Subjek Consumer satisfaction
Airlines
Consumer loyalty
trusts
Switching barriers
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik ix, 83 p. : il. ; 30 cm.
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
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