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All Journal INFERENSI BISNIS: Jurnal Bisnis dan Manajemen Islam Jurnal Al-Qardh Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Jurnal STIE Semarang (Edisi Elektronik) EBBANK: Jurnal Ilmiah Bidang Ekonomi, Bisnis dan Perbankan Jurnal Manajemen Bisnis SOLUSI JBMR: Journal of Business and Management Review Journal of Management and Entrepreneurship Research Social Science Studies Journal of Management and Islamic Finance Relevance: Journal of Management and Business Paradoks : Jurnal Ilmu Ekonomi
Auliya, Zakky Fahma
Management Sharia Business, Faculty Of Economics And Islamic Business, UIN Raden Mas Said Surakarta
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Relevance: Journal of Management and Business

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The Influence of Customers Satisfaction, Switching Barrier and Trust for Brands on Customer Retention: A Research on Millennials Agung Novianto Margarena; Zakky Fahma Auliya
Relevance: Journal of Management and Business Vol. 3 No. 2 (2020)
Publisher : UIN Raden Mas Said Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (961.78 KB) | DOI: 10.22515/relevance.v3i2.2775

Abstract

The purpose of this research is to retest the relation between customer satisfaction, switching barrier, brand trust toward customer retention due to differences between the results from Ranaweera and Prabhu (2003); Dimyati (2015) and Marasabessy et al. (2014); Ullah et al. (2015). This research employed the sample of millennials who have been using IM3 for at least 6 months (coming from Surakarta with the number of 160 respondents) and were taken by the purposive sampling technique. This research used three variables namely dependent variable, independent variable and intervening variable. The employed research method would be the quantitative method. The employed data analysis tool is SEM AMOS version 21.0. The result of this research indicated that all the direct relations had a significant influence. Customer satisfaction and switching barrier affected the brand trust significantly. Customer satisfaction and switching barrier affected customer retention significantly. It was identified that the indirect relation between brand trust as an intervening variable and the customer satisfaction as well as switching barrier had no impact on customer retention. 
Co-Authors Abdul Aziz Agung Novianto Margarena Amini, Yunita Yahya Anas Hidayat, Anas Aulia Maya Nur Lita Dewi, Widiyanti Eka Fitriani, Desi Dwi Imanda Firmantyas Putri Pertiwi Imanda Firmantyas Putri Pertiwi Intan Nur Prasasti Irsal Fauzi Juliana Alfi Na’iim Kukuh Purbo Marjiyanto lka Yoga Margarena, Agung Novianto Moh Rifqi Khairul Umam Moh Rifqi Khairul Umam Muhammad Suyanto, Muhammad Na`iim, Juliana Alfi Ratna Roostika Restu Purba Riyadi Rismaya Sulistyowati Septi Kurnia Prastiwi Setiawan Setiawan Umam, Moh Rifqi Khairul