Open AccessPENGARUH SERVICE QUALITY, SATISFACTION, DAN PERCEIVED SWITCHING COST TERHADAP CUSTOMER LOYALTY OPERATOR SELULER
Author(s) -
Tommy Setiawan Ruslim,
Henryanto Wijaya,
Halim Putera Siswanto,
Hadi Cahyadi
Publication year - 2020
Publication title -
jurnal bina manajemen
Language(s) - English
Resource type - Journals
ISSN - 2656-8667
DOI - 10.52859/jbm.v9i1.111
Subject(s) - loyalty business model , customer satisfaction , business , service quality , marketing , customer delight , customer retention , customer advocacy , loyalty , service (business) , advertising , business administration
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.