IDEAS home Printed from https://ideas.repec.org/a/uii/jsbuii/v15y2011i1id3192.html
   My bibliography  Save this article

Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs

Author

Listed:
  • Asmai Ishak
  • Zhafitri Luthfi

Abstract

This study is aimed to investigate the role of Switching Costs in mediating the influences of Consumer Satisfaction and Trust on Consumer Loyalty by using Celular phone provider. 120 respondents were selected as sample using convinience sampling method. Structural Equation Modeling (SEM) has been used to examine the hypotheses of this research. Findings indicate that all of the hypotheses are supported. In other words, Consumer Satisfaction and Trust influence the Consumer Loyalty both directly and indirectly through Swithcing Costs. These results are consistent with previous findings, and the same time, however, they reveal that Switching Costs does not fully mediate the influence of Consumer Satisfaction and Trust on Consumer Loyalty. The existence of direct influence of Consumer Satisfaction and Trust on Consumer Loyalty shows this evidence. Keywords: Consumer Loyalty, Switching Cost, Consumer Satisfaction and TrustAbstrakPenelitian ini bertujuan untuk meneliti peran Biaya Pengalihan (Switching Cost) sebagai mediasi pengaruh Kepuasan Konsumen (Consumer Satisfaction) dan Kepercayaan Konsumen (Consumer trust) dalam menggunakan jasa penyedia telepon Celular. 120 responden dipilih sebagai sampel, menggunakan metode pengambilan sampel konfinien. Structural Equation Model (SEM) telah digunakan untuk menguji hipotesis penelitian ini. Temuan menunjukkan bahwa semua hipotesis didukung. Dengan kata lain, Kepuasan Konsumen dan Kepercayaan Konsumen mempengaruhi Loyalitas Konsumen baik secara langsung maupun tidak langsung melalui Biaya Pengalihan. Hasil ini konsisten dengan temuan sebelumnya. Walaupun penelitian tersebut mengungkapkan bahwa Biaya Pengalihan tidak sepenuhnya memediasi pengaruh Kepuasan Konsumen dan Kepercayaan Konsumen pada Loyalitas Konsumen. Hal ini dibuktikan dengan adanya pengaruh langsung Kepuasan Konsumen dan Kepercayaan Konsumen pada Loyalitas Konsumen.Kata kunci: Loyalitas Konsumen, Switching Cost, Kepuasan Konsumen, Kepercayaan Konsumen.

Suggested Citation

  • Asmai Ishak & Zhafitri Luthfi, 2011. "Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs," Jurnal Siasat Bisnis, Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia, vol. 15(1).
    • Handle: RePEc:uii:jsbuii:v:15:y:2011:i:1:id:3192
    as

    Download full text from publisher

    File URL: https://journal.uii.ac.id/JSB/article/view/3192/2901
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. repec:osf:osfxxx:9d3jg_v1 is not listed on IDEAS
    2. Mustaqim, Dede Al & Fazriani, Dini, 2023. "Analysis Of The Effect Of Halal Certification On Consumer Trust And Brand Loyalty," OSF Preprints 9d3jg, Center for Open Science.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:uii:jsbuii:v:15:y:2011:i:1:id:3192. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ana Yuliani (email available below). General contact details of provider: https://journal.uii.ac.id/JSB/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.