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All Journal Jurnal Manajemen Teori dan Terapan
Ricky Gandhi Saputra
Universitas Airlangga
Decision Sciences, Operations Research & Management Education

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Peran Switching Costs Sebagai Variabel Moderasi Pada Pengaruh Kepuasan Atas Kualitas Jasa Terhadap Loyalitas Nasabah Pt. Bank Negara Indonesia (Persero) Tbk. Cabang UNAIR Di Surabaya Indrianawati Usman; Ricky Gandhi Saputra
Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management Vol. 2 No. 3 (2009): Jurnal Manajemen Teori dan Terapan - Desember 2009
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (199.033 KB) | DOI: 10.20473/jmtt.v2i3.2386

Abstract

This paper examine the influence of satisfaction at service quality (SERVQUAL) that related to customer loyalty with moderated by switching costs in PT. Bank Negara Indonesia (Persero) Tbk branch UNAIR Surabaya. Variable conduct in this paper is satisfaction at service quality (X), switching costs (Z), and loyalty (Y). Sampling is conducted by purposive non random sampling and use moderated regression analysis to analyze data. The result indicates effect of customer satisfaction on loyalty in customers is less when switching cost is perceived to be high rather than low. In other words, perceived switching cost reduces customers’ sensitivity to the level of customer satisfaction.
Co-Authors Indrianawati Usman