Media Riset Bisnis & Manajemen
Vol. 8 No. 1 (2008): Media Riset Bisnis & Manajemen

ANALISIS ANTESEDEN LOYALITAS PELANGGAN: PERAN KOMPLAIN DAN KEPUASAN PELANGGAN TELKOM FLEXI-TRENDY DI SURAKARTA

Karsono , (Unknown)

Article Info

Publish Date
20 Apr 2008

Abstract

The purpose of research is the role of customer satisfaction, complaint, trust switching cost and corporate image of the effect to customer loyalty.Data was obtained from 200 customer CDMA phone users TelkomFlexy-Trendy Card (PT Telkom) in Surakarta. The data was analyzed by Structural Equation Modelling (SEM).The result is complaint is negative significantly influence to customer satisfaction and corporate image. Customer satisfaction is significantly influence to trust, switching cost and corporate image. Trust, switching cost and corporate image is signicantly influence to customer loyalty. But customer satisfaction is not significantly influence to customer loyalty.Keywords: Customer loyalty, Complaint, Customer satisfaction, Trust, Switching cost, Corporate image.

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Journal Info
Media Riset Bisnis & Manajemen
Website

Abbrev

mrbm

Publisher

Universitas Trisakti

Subject

Economics, Econometrics & Finance

Description

Media Riset Bisnis & Manajemen is a research media that is published based on OJS. MRBM is a research media owned by the Trisakti University Faculty of Economics and Business. MRBM was first published in 2001. In 2008 MRBM was once nationally accredited. The focus and scope of this research media ...