PENGARUH CUSTOMER SATISFACTION DAN PERCEIVED VALUE TERHADAP SWITCHING BARRIERS DAN CUSTOMER LOYALTY
نویسندگان
چکیده
منابع مشابه
Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs
It is a marketplace reality that marketing managers sometimes inflict switching costs on their customers, to inhibit them from defecting to new suppliers. In a competitive setting, such as the Internet market, where competition may be only one click away, has the potential of switching costs as an exit barrier and a binding ingredient of customer loyalty become altered? To address that issue, t...
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Hypermarkets play an increasingly important role in the retail industry in Taiwan. In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty. The results indicate that a customer with a more positive perception of the value of products/services has a more posit...
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Although empirical research indicates that satisfaction is intimately linked to loyalty, anecdotal evidence reveals that many customers who state that they are very satisfied with a service provider nevertheless subsequently defect. In this paper, the authors focus on identifying which customers are vulnerable to defection despite stating high levels of satisfaction. Drawing on the emerging per...
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ژورنال
عنوان ژورنال: Fokus Bisnis : Media Pengkajian Manajemen dan Akuntansi
سال: 2016
ISSN: 2623-2480,1693-5209
DOI: 10.32639/fokusbisnis.v15i1.532