Analisis Pengaruh Customer Satisfaction, Trust dan Switching Barriers Terhadap Customer Retention pada Perusahaan Penyedia Jasa Telekomunikasi Kartu Seluler GSM di Batam

Yance, Candra Juli (2012) Analisis Pengaruh Customer Satisfaction, Trust dan Switching Barriers Terhadap Customer Retention pada Perusahaan Penyedia Jasa Telekomunikasi Kartu Seluler GSM di Batam. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Every company always try their best to make strategies to improve customer retention. Because company believe that customer retention will give good benefit to company in the long term. The purpose of this research is to understand whether there is influence of customer satisfaction, trust and switching barriers to customer retention. Population of this research are peoples using GSM card on mobile telecommunication service. The samples are peoples at Batam region. Data gathering method that used by researcher is judgment sampling. Researcher gathering data using purposive sampling technique and questionaire. The results show that customer satisfaction and trust have significant relationship towards customer retention. But switching barriers do not have significant influence towards customer retention. Keywords: Customer satisfaction, Customer trust, Switching barriers, Customer retention.

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