PENGARUH DIMENSI DISSATISFACTION, PROCEDURAL SWITCHING COST, FINANCIAL SWITCHING COST DAN PERSONAL LOSS COSTS PADA INTENTION TO SWITCH ( Studi Pada Handphone NOKIA dan Nexian di Surakarta)

INDRADITYA, MUHAMAD GALIH KESIT (2011) PENGARUH DIMENSI DISSATISFACTION, PROCEDURAL SWITCHING COST, FINANCIAL SWITCHING COST DAN PERSONAL LOSS COSTS PADA INTENTION TO SWITCH ( Studi Pada Handphone NOKIA dan Nexian di Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    The purpose of this study was to determine if there is dissatisfaction with the influence of the influence of technical quality, dissatisfaction with quality information, dissatisfaction with community support, dissatisfaction with the member policy, economic risk costs, learning costs, setup costs, personal loss costs, financial switching costs on the intention to switch mobile phone NOKIA brand. Researchers saw that the growth of mobile products at this time quite rapidly and affected more and more consumer choice on the brand - brand mobile phones on the market. Like the Chinese brand mobile phone. This study is causal with a survey method. The target population of this study were students who had used cell phones brand Nokia. Samples taken 215 respondents in which the sample is Singosaren Mobile Consumer Market ever using a mobile phone NOKIA brand. Based on the analysis of structural models (SEM), which tested the hypothesis in this study concluded that There is a positive relationship between the following variables (1) dissatisfaction with technical quality with a intention to switch, (2) dissatisfaction with quality information to the intention to switch, (3) dissatisfaction with community suport with the intention to switch, (4) personal financial loss costs by switching costs, (5) economic risk with the intention to switch costs, (6) financial switching costs with the intention to switch, (7) learning costs with the intention to switch . There is also a positive effect and no significant inter-variable is the setup costs with the intention to switch. And finally there is a negative and not significant among the member variable is dissatisfaction with the policy with the intention to switch The advice can be given based on the results of this research is in an effort to prevent an intention to move or swithching fatherly intention is to optimize customer satisfaction through quality, continuous innovation in technology, facilities and features a more attractive brand of mobile phones so that the tendency of consumers in choosing a mobile phone and perceiving NOKIA mobile phone overall value can rise and prevent the intention to switch. Keywords : Dissatisfaction, Procedural Switching Cost, Financial Switching Cost Personal Loss Costs, and Intention To Switch

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
    Divisions: Fakultas Ekonomi
    Fakultas Ekonomi > Manajemen
    Depositing User: AB Kusuma
    Date Deposited: 18 Jul 2013 18:28
    Last Modified: 18 Jul 2013 18:28
    URI: https://eprints.uns.ac.id/id/eprint/5634

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