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...
| Main Author: | |
|---|---|
| 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 |