ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN PRICE PERCEPTION DAN CUSTOMER INDIFFERENCE SEBAGAI VARIABEL PEMODERASI

INGE, . (2006) ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER RETENTION DENGAN PRICE PERCEPTION DAN CUSTOMER INDIFFERENCE SEBAGAI VARIABEL PEMODERASI. S2 thesis, UAJY.

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Abstract

This research aims to (1) analyze the influence of service quality to customer retention, (2) analyze the influence of price perception and customer indifference as moderating variable in the relationship between service quality and customer retention with case study of students who use telecommunication celuler in Yogyakarta. This research adopt the instrument by Chatura Ranaweera and Andy Neely (2003). Data collecting conducted by disseminating questionare and total questionare is 210. This research analysed to use the simple linear regression and linear regression with moderating variable. Result indicate that there are influence of service quality to customer retention, and then price perception and customer indifference moderate the relationship between service quality and customer retention.

Item Type: Thesis (S2)
Uncontrolled Keywords: customer indifference, customer retention, price perception, service quality
Subjects: Magister Manajemen > Manajemen Pemasaran
Divisions: Pasca Sarjana > Magister Manajemen
Depositing User: Editor UAJY
Date Deposited: 06 Oct 2015 12:37
Last Modified: 06 Oct 2015 12:37
URI: http://e-journal.uajy.ac.id/id/eprint/8088

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