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Pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty studi kasus PT. Telkom speedy = The relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty case study PT. Telkom speedy

Format: Bachelors
Terbitan: Fakultas Ekonomi dan Bisnis Universitas Indonesia , 2013
Subjects:
Customer services
Consumer satisfaction
Online Access: http://lib.ui.ac.id/file?file=digital/20347344-S52723-Yossi Arieza.pdf
ctrlnum 20347344
fullrecord <?xml version="1.0"?> <dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><title>Pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty studi kasus PT. Telkom speedy = The relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty case study PT. Telkom speedy</title><creator/><type>Thesis:Bachelors</type><place/><publisher>Fakultas Ekonomi dan Bisnis Universitas Indonesia</publisher><date>2013</date><description>[Skripsi ini membahas tentang pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty di wilayah Jabodetabek Penelitian ini berhasil mengumpulkan 157 responden dan menguji hubungan antar variabel yang diobservasi Metode pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling Hasil penelitian ini menunjukkan bahwa distributive justice interactional justice dan perceived switching costs memiliki hubungan positif terhadap customer loyalty Selain itu hasil penelitian menunjukkan distributive justice dan interactional justice mempengaruhi hubungan service failure severity dan customer loyalty , This research aims to study the relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty in Jabodetabek area This research succeeded to collect 157 respondents and examine the relationship between the observed variables Methods used to process the data on this research is by using the Structural Equation Modeling The results of research shows that distributive justice interactional justice and perceived switching costs is positively related to customer loyalty Moreover the results of research shows that distributive justice and interactional justice affects the relations service failure severity and customer loyalty ]</description><subject>Customer services</subject><subject>Consumer satisfaction.</subject><identifier>20347344</identifier><source>http://lib.ui.ac.id/file?file=digital/20347344-S52723-Yossi Arieza.pdf</source><recordID>20347344</recordID></dc>
format Thesis:Bachelors
Thesis
title Pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty studi kasus PT. Telkom speedy = The relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty case study PT. Telkom speedy
publisher Fakultas Ekonomi dan Bisnis Universitas Indonesia
publishDate 2013
topic Customer services
Consumer satisfaction
url http://lib.ui.ac.id/file?file=digital/20347344-S52723-Yossi Arieza.pdf
contents [Skripsi ini membahas tentang pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty di wilayah Jabodetabek Penelitian ini berhasil mengumpulkan 157 responden dan menguji hubungan antar variabel yang diobservasi Metode pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling Hasil penelitian ini menunjukkan bahwa distributive justice interactional justice dan perceived switching costs memiliki hubungan positif terhadap customer loyalty Selain itu hasil penelitian menunjukkan distributive justice dan interactional justice mempengaruhi hubungan service failure severity dan customer loyalty , This research aims to study the relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty in Jabodetabek area This research succeeded to collect 157 respondents and examine the relationship between the observed variables Methods used to process the data on this research is by using the Structural Equation Modeling The results of research shows that distributive justice interactional justice and perceived switching costs is positively related to customer loyalty Moreover the results of research shows that distributive justice and interactional justice affects the relations service failure severity and customer loyalty ]
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institution Universitas Indonesia
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collection Repository Skripsi (open) Universitas Indonesia
repository_id 18064
city KOTA DEPOK
province JAWA BARAT
repoId IOS18064
first_indexed 2022-12-13T08:53:38Z
last_indexed 2022-12-13T08:53:38Z
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