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

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.