Analisis Faktor-Faktor yang Mempengaruhi Intention to Stay

Muriono, Muriono (2010) Analisis Faktor-Faktor yang Mempengaruhi Intention to Stay. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to observe the impact of buyer statisfaction with the salesperson, buyer statisfaction with the selling firm, affective commitment to the service firm, and trust and buyer perception of salesperson commitment as independent variable on intention to stay as dependent variable with overall satisfaction as intervening variable, then buyer perceived avaible alternative and buyer desire for relationship with the salesperson as moderating. This study was conducted in the service industry which includes bank service. The population of this research is customers of those service companies. The sample used is Batam City’s citizens who have ever used banking services. The sampling method used in this research is probability method with simple random sampling technique. Data collection method which is used in this research is survey method with interview technique and questionnaires. The results of this research showed that buyer satisfaction with the salesperson, buyer perceived available alternative, affective commitment to the service firm and buyer desire for relationship with the salesperson did not affect intention to stay, buyer statisfaction with the selling firm, trust, overall satisfaction and buyer perception of salesperson commitment affects on intention to stay. Keywords: Commitment, Trust, Satisfaction, Salesperson, Selling firm, Service, Intention to Stay.

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