Analisis Pengaruh Customer Value dan Customer Satisfaction Terhadap Customer Loyalty Dengan Switching Cost Sebagai Variabel Moderating

John, John (2012) Analisis Pengaruh Customer Value dan Customer Satisfaction Terhadap Customer Loyalty Dengan Switching Cost Sebagai Variabel Moderating. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The main purpose of this research is analyzing the effect of customer value and customer satisfaction towards customer loyalty with switching cost as a moderating variable. This research object is consisting of the client of the Top 5 Indonesia Bank based on their asset. Samples used in this research were selected using purposive sampling method. This research uses 150 correspondences. The research result indicates that under the effect of switching cost variable both variable customer value and customer satisfaction have no significant effect on customer loyalty. Keywords: customer value, customer satisfaction, customer loyalty and switching cost.

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