MODERASI BIAYA BERALIH PADA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi pada PTS X)

MODERASI BIAYA BERALIH PADA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN (Studi pada PTS X)

Abstract: This study aims to examine the moderating role of switching cost on two effects, which are: the effect of service quality on customer satisfaction and service quality effect on customer loyalty. In addition, this study also examines the effect of service quality, switching cost and custome...

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Bibliographic Details
Main Author: Hermansyah Andi Wibowo
Format: Article
Language:English
Published: Universitas Mercu Buana 2015-05-01
Series:MIX: Jurnal Ilmiah Manajemen
Online Access:http://publikasi.mercubuana.ac.id/index.php/Jurnal_Mix/article/view/127

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