Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

Adiati Hardjanti, Dinna Amalia

Abstract


Abstrak

Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam penelitian ini diperoleh dengan menyebarkan kuesioner kepada 206 responden, yaitu para konsumen yang telah berlangganan internet melalui provider internet Speedy atau Fastnet. Hasil penelitian menunjukkan ada beberapa variabel yang tidak mendukung hipotesis, yaitu customer trust tidak berpengaruh positif terhadap customer retention. Untuk penelitian selanjutnya sebaiknya dapat menambah jumlah variabel dan responden.

Kata kunci: customer service quality,  customer perceived value, customer satisfaction 


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DOI: https://doi.org/10.47007/jeko.v5i1.1042

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