BibTex Citation Data :
@article{JAB4318, author = {Naili Farida}, title = {PENGARUH NILAI PELANGGAN DAN HAMBATAN BERPINDAH TERHADAP LOYALITAS PELANGGAN SERTA IMPLIKASI PADA PERPINDAHAN MEREK Studi Pada Mahasiswa FISIP Undip Semarang Pengguna Kartu Prabayar IM3 PT. Indosat Tbk.}, journal = {Jurnal Administrasi Bisnis}, volume = {1}, number = {1}, year = {2012}, keywords = {}, abstract = { Prepaid card Indosat IM3 is widely used by costumer s to communicate . The many providers of SIM card results in the expectation of the provider to have loyal customers that will not switch to the other providers. The result of this research demonstrates that the variable of customer value and switching barrier have significant and positive impact toward customer loyalty; customer loyalty significantly influences brandswitching.The researcher suggests the followings to the company: (a) improving customer value by improving the benefit of the product by offering new inovative product with high speed access and lower error rate, (b) increasing the barrier to brandswitching by, for example, providing higher value product compared to that of the competitor, (c) creating cost barrier which is different from the competitor’s and having a variety of products offered to the customers; (d) increasing customers’ loyalty by providing products or service that meets customers’ need and creating harmonious relationship between the customers and the service provider. Kartu Prabayar Indosat IM3 banyak digunakan oleh pelanggan untuk berkomunikasi. Banyak provider yang menawarkan produkkepada konsumen melalui kartu SIM, sehingga penyedia jasa selain mengharapkan pelanggan yang sudah ada memiliki loyalitas yang tinggi, juga hambatan beralih yang tinggi untuk berpindah ke operator lain. Hasil penelitian menunjukkan bahwa variabel nilai pelanggan dan hambatan berpindah berpengaruh positif dan signifikan terhadap loyalitas pelanggan; loyalitas pelanggan berpengaruh positif dan signifikan terhadap Perpindahan Merek. Peneliti menyarankan perusahaan untuk: (a) meningkatkan nilai pelanggan melalui peningkatan manfaat produk dengan memberikan tawaran produk baru yang inovatif, kecepatan akses yang tinggi, dan tingkat kesalahan semakin kecil; (b) meningkatkan hambatan berpindah pelanggan antara lain adalah produk yang mampu memberikan nilai lebih tinggi bagi pelanggan dibanding pesaing; (c) menciptakan hambatan biaya yang berbeda dengan provider pesaing, memiliki keanekaragaman produk yang ditawarkan kepada pelanggan; (d) peningkatan loyalitas pelanggan dengan cara memberikan produk atau jasa sesuai dengan kebutuhan pelanggan dan menciptakan hubungan yang harmonis di antara pelanggan dengan provider penyedia jasa. Keywords: Customer Value, Switching Barriers, Customer Loyalty and Brand Switching Nilai Pelanggan, Hambatan Berpindah, Loyalitas Pelanggan dan Perpindahan Merek}, issn = {2548-4923}, pages = {55--64} doi = {10.14710/jab.v1i1.4318}, url = {https://ejournal.undip.ac.id/index.php/janis/article/view/4318} }
Refworks Citation Data :
Prepaid card Indosat IM3 is widely used by costumers to communicate. The many providers of SIM card results in the expectation of the provider to have loyal customers that will not switch to the other providers. The result of this research demonstrates that the variable of customer value and switching barrier have significant and positive impact toward customer loyalty; customer loyalty significantly influences brandswitching.The researcher suggests the followings to the company: (a) improving customer value by improving the benefit of the product by offering new inovative product with high speed access and lower error rate, (b) increasing the barrier to brandswitching by, for example, providing higher value product compared to that of the competitor, (c) creating cost barrier which is different from the competitor’s and having a variety of products offered to the customers; (d) increasing customers’ loyalty by providing products or service that meets customers’ need and creating harmonious relationship between the customers and the service provider.
Kartu Prabayar Indosat IM3 banyak digunakan oleh pelanggan untuk berkomunikasi. Banyak provider yang menawarkan produkkepada konsumen melalui kartu SIM, sehingga penyedia jasa selain mengharapkan pelanggan yang sudah ada memiliki loyalitas yang tinggi, juga hambatan beralih yang tinggi untuk berpindah ke operator lain. Hasil penelitian menunjukkan bahwa variabel nilai pelanggan dan hambatan berpindah berpengaruh positif dan signifikan terhadap loyalitas pelanggan; loyalitas pelanggan berpengaruh positif dan signifikan terhadap Perpindahan Merek. Peneliti menyarankan perusahaan untuk: (a) meningkatkan nilai pelanggan melalui peningkatan manfaat produk dengan memberikan tawaran produk baru yang inovatif, kecepatan akses yang tinggi, dan tingkat kesalahan semakin kecil; (b) meningkatkan hambatan berpindah pelanggan antara lain adalah produk yang mampu memberikan nilai lebih tinggi bagi pelanggan dibanding pesaing; (c) menciptakan hambatan biaya yang berbeda dengan provider pesaing, memiliki keanekaragaman produk yang ditawarkan kepada pelanggan; (d) peningkatan loyalitas pelanggan dengan cara memberikan produk atau jasa sesuai dengan kebutuhan pelanggan dan menciptakan hubungan yang harmonis di antara pelanggan dengan provider penyedia jasa.
Keywords:
Customer Value, Switching Barriers, Customer Loyalty and Brand Switching
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