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All Journal International Journal of Multi Discipline Science (IJ-MDS) International Journal of Applied Business and International Management Journal of International Conference Proceedings
Nazief Nirwanto
Universitas Merdeka Malang
Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences

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Journal : Journal of International Conference Proceedings

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THE INFLUENCE OF SERVICE QUALITY, COMPANY IMAGE AND SWITCHING BARRIER THROUGH CUSTOMER SATISFACTION ON CUSTOMER RETENTION Muhammad Maladi; Nazief Nirwanto; Achmad Firdiansjah
Journal of International Conference Proceedings (JICP) Vol 2, No 1 (2019): Proceedings of the 3rd International Conference of Project Management (ICPM) Bal
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jicp.v2i1.462

Abstract

This study aims to analyze the effect of service quality, company image, switching barriers on customer retention through customer satisfaction at LB-LIA Banjarmasin. The results revealed that service quality has significant effects on customer satisfaction and customer retention, corporate image has an effect on customer satisfaction while switching barriers do not significantly influence customer satisfaction or customer retention and lastly customer satisfaction has a significant effect on customer retention. It is recommended that service quality should be maintained.
Co-Authors Abdul Manan Achmad Firdiansjah Muhammad Maladi Zainal Arifin