| NIM | C1K010012 |
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| Namamhs | ANGGRI SUBEKTI |
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| Judul Artikel | THE CAUSAL RELATIONSHIP BETWEEN SATISFACTION, TRUST, BRAND PREFERENCE, SWITCHING COST AND LOYALTY OF ISLAMIC INSURANCE CUSTOMERS IN PURWOKERTO |
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| Abstrak (Bhs. Indonesia) | Tujuan penelitian ini adalah untuk menganalisis pengaruh kepuasan pelanggan terhadap kepercayaan nasabah, menganalisis pengaruh kepuasan pelanggan terhadap preferensi merek, menganalisis pengaruh kepuasan pelanggan, kepercayaan serta preferensi merek terhadap loyalitas, dan menganalisa tingkat moderasi. Peran biaya switching pada efek kepuasan pelanggan, kepercayaan serta preferensi merek pada loyalitas. Jenis penelitian ini menggunakan survei. Populasi penelitian ini adalah seluruh nasabah Asuransi Syariah di Purwokerto. Dengan menggunakan teknik perkiraan interval dan mengacu pada pendapat Hair et al., Di Ferdinand (2005), dapat ditentukan bahwa ukuran sampel penelitian ini adalah 150 responden. Selanjutnya teknik analisis data penelitian ini menggunakan analisis Structural Equation Model (SEM). Berdasarkan hasil analisis data, dapat disimpulkan bahwa kepuasan pelanggan berpengaruh positif terhadap kepercayaan, kepuasan pelanggan berpengaruh positif namun tidak signifikan terhadap preferensi merek, kepuasan pelanggan berpengaruh positif terhadap loyalitas, kepercayaan berpengaruh positif terhadap loyalitas. , Preferensi merek memiliki efek positif pada loyalitas, biaya switching tidak berpengaruh moderat terhadap kepuasan pelanggan terhadap loyalitas, sementara biaya switching memoderatori kepercayaan dan preferensi merek terhadap loyalitas. |
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| Abtrak (Bhs. Inggris) | The aims of research were to analyze the effect of customer satisfaction on customers’ trust, to analyze the effect of customer satisfaction on brand preference,to analyze the effect of customer satisfaction, trust as well as brand preference on loyalty,and to analyze the moderating role of switching cost on the effect of customer satisfaction, trust as well as brand preference on loyalty. Type of this research uses survey. Population of this research was all customers of Islamic Insurance in Purwokerto. By using interval estimate technique and refers to the opinion of Hair et al., in Ferdinand (2005), it could be determined that sample size of this study was 150 respondents. Furthermore, technique data analysis of this study uses Structural Equation Model (SEM) analysis. Based on the results of data analysis, it could beconcluded that customer satisfaction has a positive effect on trust,customer satisfaction has a positive but no significant effect on brand preference, customer satisfaction has a positive effect on loyalty, trust has a positive effect on loyalty, brand preferencehas a positive effect on loyalty,switching costs no moderate the effect of customer satisfaction on loyalty, while switching costs moderate the effect of trust as well as brand preference on loyalty |
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| Kata kunci | Customer Satisfactio,Trust, Brand Preference, Switching Costs, Loyalty |
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| Pembimbing 1 | Prof. Dr. Suliyanto,SE., M.M. |
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| Pembimbing 2 | Refius Pradipta Setyanto, S.E., M.Si. |
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| Pembimbing 3 | Weni Novandari, S.E., M.M. |
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| Tahun | 2017 |
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| Jumlah Halaman | 20 |
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| Tgl. Entri | 2017-08-16 06:31:23.497196 |
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