Anteseden Dan Konsekuensi Dari Switching Cost Pada Industri Perbankan

Abstract

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

The millennials: Adversity intelligence and work engagement

“…In the dimension of the ability to bear the consequences of the situation (ownership & origin), namely the ability of a person to position his feelings with the courage to bear the consequences of the existing situation to create learning in making improvements to the problems that occur (Stoltz, 2007). Based on the results of research by Saragih and Margaretha (2013), employees who are responsible for their actions can receive awards and recognition from the organization, and employees feel obliged to reciprocate with high engagement. This is reinforced by the subject's explanation in the field that the subject will be responsible for mistakes that have been made at work, then the subject apologizes to colleagues and admits the mistakes the subject made so that the subject is responsible for completing his work as well as possible and trying to be better.…”