Journal of International Conference Proceedings
Vol 2, No 1 (2019): Proceedings of the 3rd International Conference of Project Management (ICPM) Bal

THE INFLUENCE OF SERVICE QUALITY, COMPANY IMAGE AND SWITCHING BARRIER THROUGH CUSTOMER SATISFACTION ON CUSTOMER RETENTION

Muhammad Maladi (STIEI Banjarmasin)
Nazief Nirwanto (Universitas Merdeka Malang)
Achmad Firdiansjah (Universitas Merdeka Malang)

Article Info

Publish Date
27 Apr 2019

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.

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Journal Info
Journal of International Conference Proceedings
Website

Abbrev

JICP

Publisher

AIBPM Publisher

Subject

Humanities Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media

Description

JICP is proceedings series that aims to publish proceedings from conferences, in the fields of economics, business, and management research. All proceedings in this website are open access, which means the published articles are permanently free to read, download, copy, and distribute. The online ...