Pengaruh perceived risk terhadap customer loyalty melalui switching cost
Info Katalog
File Repositori
Nomor Panggil : 2016-TA-MJ-022122032
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2016
Pembimbing 1 : Robert Kristaung
Subyek : Perceived Risk Negatively - Customer Loyalty
Kata Kunci : perceived risk, switching cost, customer loyalty, PT Gojek Indonesia.
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2016_TA_MJ_022122032_Halaman-Judul.pdf | ||
| 2. | 2016_TA_MJ_022122032_Bab-1.pdf | ||
| 3. | 2016_TA_MJ_022122032_Bab--2.pdf | ||
| 4. | 2016_TA_MJ_022122032_Bab-3.pdf |
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| 5. | 2016_TA_MJ_022122032_Bab-4.pdf |
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| 6. | 2016_TA_MJ_022122032_Bab-5.pdf |
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| 7. | 2016_TA_MJ_022122032_Daftar-Pustaka.pdf | ||
| 8. | 2016_TA_MJ_022122032_Lampiran.pdf |
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P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh perceived risk terhadap customer loyalty melalui switching cost pada PT Go Jek Indonesia. Sampel yang digunakan dalam penelitian ini berjumlah 154 responden dengan menggunakan metode penarikan sampel purposive sampling. Pengujian hipotesis penelitian dilakukan dengan metode Structural Equation Model (SEM). Hasil penelitian ini menyatakan: (1) Perceived risk berpengaruh negatif terhadap customer loyalty, (2) Perceived risk berpengaruh negatif terhadap switching cost, (3) Switching cost berpengaruh positif terhadap customer loyalty, dan (4) Perceived risk berpengaruh positif terhadap customer loyalty melalui switching cost.
T This study aims to examine and analyze the effect of perceived risk on customer loyalty through the switching cost in PT Go Jek Indonesia. The sample used in this research consisted of 154 respondents using purposive sampling method sampling. Research hypothesis testing was conducted using Structural Equation Model (SEM). The results of this study states: (1) Perceived risk negatively affect customer loyalty, (2) Perceived risk negative effect on switching cost, (3) Switching cost positive effect on customer loyalty, and (4) Perceived risk positive effect on customer loyalty through switching cost.
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