FAKTOR-FAKTOR YANG MEMPENGARUHI PERILAKU PERPINDAHAN PELANGGAN BANK DI JABODETABEK

KATHLEEN, KATHLEEN (2021) FAKTOR-FAKTOR YANG MEMPENGARUHI PERILAKU PERPINDAHAN PELANGGAN BANK DI JABODETABEK. Masters thesis, Universitas Tarumanagara.

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Abstract

This research was conducted to analyze whether perceived price, service quality, reputation, sharia compliance and involuntary switching affect customer switching behavior in the Indonesian banking industry, especially customers domiciled in Jabodetabek. This study used 302 samples selected using convenience sampling technique and analyzed using PLS-SEM. The study results indicate that reputation, involuntary switching, and perceived price influence customer switching behavior in Indonesian banking. Both service quality and sharia compliance does not influence customer switching behavior. However service quality mediated by reputation has an effect on customer switching behavior. The findings recommend that the banking industry maintain good reputation, offer fair and flexible price to customers, and avoid involuntary switching due to its uncontrollable nature. Keywords: Customers Switching Behavior, Indonesia Banking Industries, Reputation, Perceived Price, Involuntary Switching.

Item Type:	Thesis (Masters)
Additional Information:	Pembimbing: Dr. Cokki, SE, MM
Uncontrolled Keywords:	Customers Switching Behavior, Indonesia Banking Industries, Reputation, Perceived Price, Involuntary Switching.
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	15 Dec 2022 10:41
Last Modified:	15 Dec 2022 10:41
URI:	http://repository.untar.ac.id/id/eprint/37937

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