Amanah, Dita and Harahap, Dedy Ansari and Gunarto, Muji and PURWANTO, PURWANTO (2021) Bagaimana Responsivitas dan Biaya Peralihan Mempengaruhi Retensi Pelanggan? Jurnal Ilmiah Poli Bisnis, 13 (1). pp. 23-36. ISSN 2656-1212
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Abstract
This study aims to analyze the effect of responsiveness and switching costs on customer retention. A total of seventy respondents were selected in this study, they are graduate students (master degree) for the Department of Management of the Universitas Pendidikan Indonesia (UPI) who used SIMPATI cellular cards on their cell phones. The purposive sampling was a sampling technique for this study. The method of analysis in this study used multiple linear regression analysis with the support of the SPSS tool. The results showed that simultaneously the responsiveness and switching cost variables had an influence on the customer retention variable. Partially, the responsiveness variable has an influence on the customer retention variable, while not the switching cost variable. The coefficient of determination is 0.146, which means that customer retention in this study is explained by only 14.6% by responsiveness and switching costs. Several recommendations are stated in this article for the perfection of further research.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Responsivitas, Biaya Beralih, Retensi Pelanggan |
| Subjects: | Ekonomi |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 20 Feb 2024 07:40 |
| Last Modified: | 20 Feb 2024 07:40 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/4190 |
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