Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

Abstract

This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Abstrak: Penelitian ini bertujuan untuk mengetahui Pengaruh perceived service quality, switching cost dan customer loyalty pada pengguna IM3 Ooredoo di Indonesia. Jenis penelitian yang digunakan yaitu deskriptif verifikatif dan metode yang digunakan adalah explanatory survey dengan teknik simple random sampling dengan ukuran sampel 150 responden. Teknik analisis data yang digunakan analisis regresi linier ganda dengan alat bantu software komputer SPSS 24.0. Hasil temuan dalam penelitian ini menunjukkan bahwa gambaran dalam perceived service quality dalam kategori cukup tinggi, gambaran switching cost dalam kategori cukup tinggi dan gambaran customer loyalty dalam kategori cukup tinggi, dan customer loyalty dipengarhi oleh perceived service quality dan switching cost.