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PENGARUH HAMBATAN BERPINDAH, KEPUASAN, DAN KEPERCAYAAN PELANGGAN TERHADAP RETENSI PELANGGAN PADA PT COFFEE TOFFEE INDONESIA DI SURABAYA

Permata, Astridina Widya Ayu (2014) PENGARUH HAMBATAN BERPINDAH, KEPUASAN, DAN KEPERCAYAAN PELANGGAN TERHADAP RETENSI PELANGGAN PADA PT COFFEE TOFFEE INDONESIA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The growing of economic development in Indonesia is quite high. This condition stimulates Coffee Shop Industry growing rapidly. Coffee shops are growing more than 100 outlets in 2012. The objective of this study is to examine the effect of Switching Barrier, Satisfaction, and Trust on Customer Retention of PT Coffee Toffee Indonesia customer in Surabaya. Research involve 150 respondent which is collected by questionnaires. By using Warp PLS the result strengh then switching barrier effect is not significant to customer retention, Customer satisfaction is partially significant effect on customer retention customer PT Coffee Toffee Indonesia in Surabaya, Customer satisfaction is partially significant effect on the retention of customer confidence in PT Coffee Toffee Indonesia in Surabaya, Trust is not significant to customer retention customer PT Coffee Toffee Indonesia in Surabaya.The implication of this research, PT Coffee Toffee Indonesia should different marketing strategy that contribute directly to strengthen Customer retention. Key-Words: Switching Barriers, Satisfaction , Customer Trust, Customer Retention

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 24 Feb 2017 06:17
Last Modified: 24 Feb 2017 06:17
URI: http://eprints.perbanas.ac.id/id/eprint/595

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