Record Details

ANALISIS SWITCHING INTENTION PENGGUNA JASA LAYANAN RUMAH KOS DI SIWALANKERTO: PERSPEKTIF KUALITAS LAYANAN DAN KEPUASAN PELANGGAN

Jurnal Manajemen Pemasaran

View Archive Info
 
 
Field Value
 
Title ANALISIS SWITCHING INTENTION PENGGUNA JASA LAYANAN RUMAH KOS DI SIWALANKERTO: PERSPEKTIF KUALITAS LAYANAN DAN KEPUASAN PELANGGAN
 
Creator Maureen Nelloh, Liza Agustina
Purwanto Liem, Carolina Chandra
 
Subject —
switching intention, service quality, customer satisfaction, boarding house, Siwalankerto.
 
Description The Increasing number of new universities nowadays in Surabaya led to higher competition in services especially in boarding house services. This study wanted to see the switching intention from the point of service quality and customer satisfaction which is a fraction of the integration model of push, pull, and mooring factors in the sector of boarding house users. To test the hypothesis, the researcher use PLS (Partial Least Sqaure). The results of this study indicate that the service quality have a significant and positive impact on customer satisfaction, as well as having a significant negative impact on switching intention. However, customer satisfaction can not have a significant effect on switching intention. Managerial implications of this research would be to improve service quality and lower the user's intention to switch to another houses and it would applied in service boarding house for both Siwalankerto area and as general in Surabaya.
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2012-05-15
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/18387
10.9744/pemasaran.6.1.22-31
 
Source Jurnal Manajemen Pemasaran; Vol 6, No 1 (2011): APRIL 2011; 22-31
2597-615X
1907-235X
 
Language eng
 
Relation http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/18387/18211
 
Coverage —
—
—