#TITLE_ALTERNATIVE#

• Main Author: RAHAYU (NIM 23404038); Pembimbing: DR. Budiarto Subroto, ANITA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/13987
• Institution: Institut Teknologi Bandung

ABSTRACT: <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Higher business competition level has change a large attentions of service provider companies to gives more focus on attempt to defense the customer than makes a new acquisition. To preserve an existing customer require one of five times marketing cost than sustaining new one. Moreover, to hold the loyal customer in fact can increase company profitability.<p>The research examines a model about the influence of customer satisfaction, trust, switching barrier, and corporate image against the customer loyalty. The analysis device used in this research is Structural Equation Modeling (SEM) as Linear Structural Relationship (LISREL) software.<p>Data collected by spreading of questionnaire against 266 user respondents of after pay Flexi, the based-CDMA telephone of PT Telkom. The study carried out in Bandung by visiting phone teller, Telkom Plaza, Flexi Center, offices, malls, hand phone retailer and authorized dealers.<p>The results show that customer satisfaction gives a direct influence to the customer loyalty and in directly customer satisfaction influence to their loyalty by trust and the corporate image. Meanwhile, the switching barrier do not influence to the customer loyalty even the satisfaction influence to the switching barrier.