PENGARUH SERVICE QUALITY, SATISFACTION, DAN PERCEIVED SWITCHING COST TERHADAP CUSTOMER LOYALTY OPERATOR SELULER

Tommy Setiawan Ruslim (Universitas Tarumanegara)
Henryanto Wijaya (Universitas Tarumanegara)
Halim Putera Siswanto (Universitas Tarumanegara)
Hadi Cahyadi (Universitas Tarumanegara)

Jurnal Bina Manajemen
Vol 9 No 1 (2020): Jurnal Bina Manajemen Vol 9 No.1 September 2020

The need for cell phone use can be said to be a necessity that cannot be avoided anymore in this day and age, both its use in communicating in business needs, personal needs to social relations with others. The importance of maintaining customer loyalty is very significant to the survival of a company, to maintain customer loyalty many variables that can influence it. This study examines the effect of service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta. In this research, it was founded that was a positive and significant effect service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta.