ANALISIS HUBUNGAN ANTARA TINGKAT KEGAGALAN JASA (SERVICE FAILURE) DENGAN PERILAKU BERALIH PELANGGAN (CUSTOMER SWITCHING BEHAVIOR) PADA PERUSAHAAN JASA DI INDONESIA (Online Survey)

Chairina, Rahmatu and Lizar , Alfansi (2012) ANALISIS HUBUNGAN ANTARA TINGKAT KEGAGALAN JASA (SERVICE FAILURE) DENGAN PERILAKU BERALIH PELANGGAN (CUSTOMER SWITCHING BEHAVIOR) PADA PERUSAHAAN JASA DI INDONESIA (Online Survey). Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

The objective of this research is to analyze the correlation between service failure (deficient service quality, low perceived commitment, unfair price, and anger incident) to customer switching behavior. This research was a correlational study. This research used primer data where and collecting was taken by using survey method in various site. Sampling method was done non probabilistic sampling. The mount of questionnaire were 166 samples. Data analysis used canonical correlation analysis techniques to determine the correlation between service failure and customer switching behavior. Based on the the results of canonical correlation study, the result of research showed that there was a significant correlation between service failure and customer switching behavior. There was a negative significant relationship between services failure by reducing the use of services industry, which means that the higher level of service failure, the lower level of reduction to the use of services industry. There was a negative significant relationship between services failure and customer switching behavior, which means that the higher level of service failure, the lower level of customer switching behavior. So, service failures does not necessarily have a high relationship to the reduction of the use of services and customer switching behavior.

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