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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN, BIAYA PERPINDAHAN, KEPERCAYAAN SEBAGAI VARIABEL PEMEDIASI

Journal from / 2014-12-10 19:42:10
Oleh : Siti Fatonah, STIE-AUB Surakarta (siti_f@stie-aub.ac.id)
Dibuat : 2014-12-10, dengan 1 file

Keyword : service quality, trust, satisfaction, switching cost, and loyalty
Url : http://digilib.stie-aub.ac.id

Loyalty customer has been recognized as the important factor in a business organization's success. Prior research show that there is no effect between service quality and satisfaction (Hellier at al. 2003). On the other hand, Aydin and Ozer (2005, 2005); Nadiri and Hussain (2005); Sivadas and Baker (2000); Caruana (2007); Ngobo (2004) find that service quality has effect to satisfaction. Same research show that service quality does not have impact to switching cost (Ngobo, 2004). On the other hand Aydin and Ozer (2005); Karsono (2007) find that service quality has impact to switching cost. This research investigates the relationship between service quality, satisfaction, switching cost, trust, and loyalty. Survey method was conducted to test 7 hypotheses, and the samples of this research is customers of phone users IM3 in Surakarta. Data was analyzed by Structural Equation Modelling (SEM) in orders to test all relationship between variables in model. The result show that sevice quality is significantly influence to trust, and satisfaction, but is not significantly to switching cost. Next, satisfaction is significantly to loyalty and switching cost, and then switching cost is also signifcantly to loyalty. On the other hand, trust is not significantly influence to customer loyalty.

Keyword : service quality, trust, satisfaction, switching cost, and loyalty

Deskripsi Alternatif :

Loyalty customer has been recognized as the important factor in a business organization's success. Prior research show that there is no effect between service quality and satisfaction (Hellier at al. 2003). On the other hand, Aydin and Ozer (2005, 2005); Nadiri and Hussain (2005); Sivadas and Baker (2000); Caruana (2007); Ngobo (2004) find that service quality has effect to satisfaction. Same research show that service quality does not have impact to switching cost (Ngobo, 2004). On the other hand Aydin and Ozer (2005); Karsono (2007) find that service quality has impact to switching cost. This research investigates the relationship between service quality, satisfaction, switching cost, trust, and loyalty. Survey method was conducted to test 7 hypotheses, and the samples of this research is customers of phone users IM3 in Surakarta. Data was analyzed by Structural Equation Modelling (SEM) in orders to test all relationship between variables in model. The result show that sevice quality is significantly influence to trust, and satisfaction, but is not significantly to switching cost. Next, satisfaction is significantly to loyalty and switching cost, and then switching cost is also signifcantly to loyalty. On the other hand, trust is not significantly influence to customer loyalty.

Keyword : service quality, trust, satisfaction, switching cost, and loyalty

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