scholarly journals Effect of Customer Satisfaction, Switching Cost and Referent Network Size on Customer Loyalty in Chinese Mobile Communication Service

2017 ◽  
Author(s):  
Fengjiao Zhang ◽  
Hong Zhang
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Communication ◽  
Switching Cost ◽  
Network Size ◽  
Communication Service

scholarly journals PENGARUH SERVICE QUALITY, SATISFACTION, DAN PERCEIVED SWITCHING COST TERHADAP CUSTOMER LOYALTY OPERATOR SELULER

2020 ◽  
Vol 9 (1) ◽  
pp. 1-16
Author(s):  
Tommy Setiawan Ruslim ◽  
Henryanto Wijaya ◽  
Halim Putera Siswanto ◽  
Hadi Cahyadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Social Relations ◽  
Customer Loyalty ◽  
Cell Phone ◽  
Switching Cost ◽  
Cell Phone Use ◽  
Mobile Operator ◽  
Personal Needs ◽  
A Company

The need for cell phone use can be said to be a necessity that cannot be avoided anymore in this day and age, both its use in communicating in business needs, personal needs to social relations with others. The importance of maintaining customer loyalty is very significant to the survival of a company, to maintain customer loyalty many variables that can influence it. This study examines the effect of service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta. In this research, it was founded that was a positive and significant effect service quality, customer satisfaction, perceived switching cost on customer loyalty of "X" mobile operator users at a university in West Jakarta.

scholarly journals ANALISIS KEPUASAN PELANGGAN, KEPERCAYAAN, DAN LOYALITAS PELANGGAN: PERAN VARIABEL PEMODERASI SWITCHING COST

2010 ◽  
Vol 9 (2) ◽  
Author(s):  
Ari Setiyaningrum
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Switching Cost ◽  
Telecommunication Service ◽  
Economics Faculty ◽  
The Relationship

The purpose of this study is to examine the effect of customer satisfaction on customer loyalty, the effect of trust on customer loyalty, the effect of switching cost as moderating variable on the relationship between customer satisfaction and customer loyalty, and the effect of switching cost as moderating variable on the relationship between trust and customer loyalty. Products are used as objects of this research are celluler telecommunication service providers. Research conducted by survey through questionaires to 160 students of the Economics Faculty of Unika Atma Jaya. The data shows that customer satisfaction influenced customer loyalty significantly, trust influenced customer loyalty significantly, switching cost does not moderate the relationship between customer satisfaction and customer loyalty, and switching cost does not moderate the relationship between trust and customer loyalty.

scholarly journals Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry

2019 ◽  
Vol 11 (8) ◽  
pp. 2408 ◽  
Author(s):  
Noor Ul Hadi ◽  
Nadia Aslam ◽  
Amir Gulzar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Customer Base ◽  
Mediating Role ◽  
Managerial Implications ◽  
Current Scenario ◽  
Telecom Sector

Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

Pengaruh Switching Cost sebagai Pemoderasi Hubungan antara Kepuasan dan Loyalitas Konsumen

2007 ◽  
Vol 2 (2) ◽  
pp. 155
Author(s):  
Aditya Putranto Ardhani
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phone ◽  
Customer Loyalty ◽  
Switching Cost ◽  
Moderating Effect ◽  
Sim Card ◽  
The Relationship

The aim of this research is to exornine the moderating effect of switching cost on the relationship between customer satisfaction"ia-ioyaiy. The reiearch object is 150 customers who use mobile phone Sim Card in Yogtakarta. The result shows that the moderating effect of switching cost on the relationship between satisfaction and loyatty is not supported. However the ffict ;f customer satisfaction on loyalty persists with or without the switching cost.Keywords: Switching Cost, Customer Satisfaction, Customer Loyalty

scholarly journals Mediasi dan Pengaruh Switching Cost terhadap Loyalitas Pelanggan

The Winners ◽  
2008 ◽  
Vol 9 (2) ◽  
pp. 161
Author(s):  
Rina Astini
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Research Result ◽  
Positive Outcome ◽  
Switching Cost ◽  
Direct And Indirect Effects ◽  
Average Value ◽  
Level Of Satisfaction ◽  
The Cost ◽  
Relationship Of

Article presents a measurement of the effects of satisfaction and trust in connection with customer loyalty, and a direct and indirect effects of switching cost on customer loyalty. Data were collected from 42 respondents coming from GSM customers. Data was analyzed by using path analysis methods. The study found that satisfaction did not necessarily affect customers’ loyalty. Relationship of customer satisfaction and trust was greatly influenced by perception of customers towards the cost of switching. Level of satisfaction and respondent loyalty average was 69.7% and the average value of customer loyalty was 78.73%.  The research result indicates that  trust and switching cost jointly influence customer loyalty. Trust is more important than customer satisfaction in influencing customer loyalty, where the trust contains belief towards a brand, which will produce a positive outcome both in the present and in the future. Customer satisfaction does not contain this dimension. It is concluded that GSM operators shall have to focus on trust rather than satisfaction.

scholarly journals Peran Switching Costs Sebagai Variabel Moderasi Pada Pengaruh Kepuasan Atas Kualitas Jasa Terhadap Loyalitas Nasabah Pt. Bank Negara Indonesia (Persero) Tbk. Cabang UNAIR Di Surabaya

2009 ◽  
Vol 2 (3) ◽  
Author(s):  
Indrianawati Usman ◽  
Ricky Gandhi Saputra
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Switching Costs ◽  
Switching Cost ◽  
Analyze Data

This paper examine the influence of satisfaction at service quality (SERVQUAL) that related to customer loyalty with moderated by switching costs in PT. Bank Negara Indonesia (Persero) Tbk branch UNAIR Surabaya. Variable conduct in this paper is satisfaction at service quality (X), switching costs (Z), and loyalty (Y). Sampling is conducted by purposive non random sampling and use moderated regression analysis to analyze data. The result indicates effect of customer satisfaction on loyalty in customers is less when switching cost is perceived to be high rather than low. In other words, perceived switching cost reduces customers’ sensitivity to the level of customer satisfaction.

scholarly journals Impact of Direct-To-Home (DTH) on Indian Television Viewers

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3064-3068
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Provider ◽  
Television Viewing ◽  
Switching Costs ◽  
Service Providers ◽  
Positive Influence ◽  
Switching Cost ◽  
Statistical Tools ◽  
Independent Variables

Direct to home has revolutionsied the television viewing in India. Despiteof the high switching costs, alternate offers like more regional channels, discounts, free installation, one month subscription waiver etc. attracted more customers. Three independent variables customer satisfaction, alternate offers and switching cost were used to understand the customer loyalty towards DTH service providers. The data collected was analysed using statistical tools revealed that, substantial amount of switching cost for changing DTH service provider is a biggest hurdle which makes the customer loyal. The customer satisfaction which has a positive influence on the customer loyalty is due the fact that irrespective of the service provider, their responsiveness towards customer calls and complains are not addressed to the expected level.

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