Artikel Ilmiah : C1K009043 a.n. MAKRUF FATURAHMAN
| NIM | C1K009043 |
|---|---|
| Namamhs | MAKRUF FATURAHMAN |
| Judul Artikel | THE EFFECT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY WITH SWITCHING COST AND SOCIAL INFLUENCE AS MODERATING VARIABLE (A Case study on handphone market) |
| Abstrak (Bhs. Indonesia) | Penelitian ini menggunakan metode survei. Populasi dalam penelitian ini adalah pengguna ponsel dan pengguna smartphone di Purwokerto. Responden Ditentukan dengan menggunakan sampel yang tak terduga. Analisis regresi linier sederhana dengan t uji dan analisis regresi moderasi dengan metode selisih mutlak dengan tes t digunakan sebagai alat analisis. Hasil penelitian dapat disimpulkan bahwa switching cost bagi pengguna ponsel atau smartphone dapat memoderasi hubungan antara kepuasan pelanggan pengguna ponsel dan smartphone di Purwokerto dengan loyalitas pelanggan pengguna handphone dan smartphone di Purwokerto. Pengaruh sosial bagi pengguna ponsel atau smartphone dapat memoderasi hubungan antara kepuasan pelanggan pengguna ponsel dan smartphone di Purwokerto dengan loyalitas pelanggan pengguna handphone dan smartphone di Purwokerto. Implikasi dari penelitian ini adalah untuk meningkatkan loyalitas pelanggan pengguna ponsel atau smartphone di Purwokerto, dari penyedia perangkat komunikasi |
| Abtrak (Bhs. Inggris) | This research used survey method. Population in this research were mobile phone users and smartphone users in Purwokerto. Respondents were determined by using incidental sampling. Simple linier regression analysis with t test and moderation regression analysis with absolute difference method with t test were used as analysis tools. The results of research it could be concluded that switching cost in handphone or smartphone moderates the relationship between customers’ satisfactionofhandphone and smartphone user in Purwokerto and customers’ loyalty of handphone and smartphone user in Purwokerto. Social influence of handphone and smartphone user in Purwokerto moderates the relationship between customers’ satisfaction of handphone and smartphone user in Purwokerto and customers’ loyalty of handphone and smartphone users in Purwokerto. The implications of this research are that to increase customers’ loyalty of handphone or smartphone in Purwokerto, the providers of communication devices should always pay attention to customers’ satisfaction by fulfilling customers’ needs before purchasing a product which can give service and function consistent with customers’ need and expectation. The company of handphone or smartphone should pay more attention on variable of switching cost and social influence, because this is proven that they can strengthen customers’ loyalty who in using the handphone/smartphone product by giving and displaying the superiority and specific facility which make the customers feel reluctant to switch and recommend to their closest persons. Keywords : Customer’s Satisfaction, Customer’s Loyalty, Switching Cost Social Influence. |
| Kata kunci | Customer’s Satisfaction, Customer’s Loyalty, Switching Cost Social Influence. |
| Pembimbing 1 | Dr. Pramono Hari Adi, Ms |
| Pembimbing 2 | Weni Novandari,SE.,MM. |
| Pembimbing 3 | Dr. Suliyanto, SE., MM. |
| Tahun | 2014 |
| Jumlah Halaman | 15 |
| Tgl. Entri | (belum diset) |