Analisis Pengaruh Perceived Service Quality dan Customer Loyalty pada Pengguna Kartu GSM

Tripina, Tripina (2010) Analisis Pengaruh Perceived Service Quality dan Customer Loyalty pada Pengguna Kartu GSM. Undergraduate thesis, Universitas Internasional Batam.

Text Tripina_0541080.pdf - Published Version Restricted to Repository staff only Download (5MB)

Abstract

The current era of globalization led to the changes very quickly, so that today's business world must be able to survive and face changing circumstances and conditions like this. Besides competition among the larger companies as well. That survived will be developed and that will not die. Besides able to compete, companies must also have and maintain a loyal customer. This study aims to explain the variables that affect customer loyalty to your company uses.. Population in this research is the user's operator service companies in Batam. With a sample of mobile phone subscribers who use the service operators Telkomsel, Indosat, XL and 3. Then the primary data collected by distributing questionnaires to as many as 155 pieces of mobile phone users. Sampling method used is nonprobabilitas method (non-probability sampling method) with a convenience sampling technique. Data obtained will be tested using a simple test and multiple regression, can be concluded that the perceived service quality has a significant relationship with trust and corporate image and customer loyalty. As for his relationship with perceived switching costs is not related significantly. The relationship between trust and perceived switching cost on customer loyalty was also found not significant. In addition to the relationship between trust and perceived switching cost is a significant as well as the relationship between corporate image and customer loyalty, there is a significant relationship. Keywords : Customer Loyalty, Perceived Service Quality, Trust, Corporate Image, dan Perceived Switching Cost.

Actions (login required)

View Item