ANALISIS PENGARUH KEPUASAN KONSUMEN, KEPERCAYAAN PELANGGAN, DAN HAMBATAN PERPINDAHAN TERHADAP RETENSI PELANGGAN

Abstract

This research aims to examine the influence of customer satisfaction, customer confidence, and transfer barriers to customer retention. The data in this research was obtained by distributing questionnaires to 100 respondents, ie students of School of Economics Indonesia (STIESIA) Surabaya who used XL service. The sampling technique used is simple random sampling. The analysis technique used is multiple linear regression analysis and t test. Test results shows that customer satisfaction, customer trust, and displacement barrier have a positive and significant influence on customer retention.
Keywords: customer satisfaction, customer trust, transfer barrier, customer retention