THE EFFECT OF CUSTOMER SATISFACTION, BARRIERS TO SWITCHING, AND CUSTOMER TRUST ON CUSTOMER RETENTION AT HERDACAKE BAKERY, PUGER JEMBER DISTRICT

Article Sidebar

PDF PENGARUH KEPUASAAN PELANGGAN, HAMBATAN BERALIH, DAN KEPERCAYAAN PELANGGAN TERHADAP RETENSI PELANGGAN PADA TOKO ROTI HERDACAKE KEC. PUGER JEMBER
Published: 2024-11-30
DOI: https://doi.org/10.31000/combis.v6i4.12187

Main Article Content

Rita Amelia
Univeristas Muhammadiyah Jember
Retno Endah Supeni
Univeristas Muhammadiyah Jember
Wahyu Eko Setianingsih
Univeristas Muhammadiyah Jember

Abstract

This research aims to determine the influence of customer satisfaction, switching barriers and customer trust on customer retention at the Herdacake bakery, Puger district, Jemeber. This type of research uses descriptive quantitative research. The analytical method in this research is multiple linear regression analysis, the population in this research is the customers of the Herdacake bakery. The sample used was 160 respondents. The results of this research show that this conclusion is proven (1) the customer satisfaction variable has a positive and significant effect on customer retention. With a t count of 9.378 and a significance level of 0.00. (2) the switching barrier variable has a positive and significant effect on customer retention. With a t count of 2.833 and a significance level of 0.00. (3) the customer trust variable has a positive and significant effect on customer retention. With a t count of 3.915 and a significance level of 0.03. The variables Customer Satisfaction, Switching Barriers, and Customer Trust simultaneously have a positive and significant effect on customer retention in herdacake bakery.

Downloads

Download data is not yet available.

Article Details

Issue

Vol. 6 No. 4 (2024): November

Section

Articles

The author submits the manuscript with the understanding that if it is accepted for publication, the copyright of the article will be granted to the Comparative Journal: Economics and Business (JCEB) and the Faculty of Economics and Business, University Of muhammadiyah Tangerang, Indonesia as the publisher of the journal.

Comparative Journal: Economics and Business (JCEB) first publication rights with works licensed simultaneously under a Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) which allows others to share (copy and redistribute material in the media or any format) and adapt (remix, modify, and build upon material) the work for any purpose, even commercially with acknowledgment of the work's authorship and initial publication in Comparative Journal: Economics and Business (JCEB). Authors may enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal published version of the work (for example, posting it to an institutional repository or publishing it in a book), with an acknowledgment of its initial publication in the Comparative Journal: Economics and Business (JCEB). Authors are permitted and encouraged to post their work online (for example, in an institutional repository or on their website) prior to and during the submission process, as this can lead to productive exchanges, as well as earlier and larger citations of published work (See The Effect of Open Access).

How to Cite

THE EFFECT OF CUSTOMER SATISFACTION, BARRIERS TO SWITCHING, AND CUSTOMER TRUST ON CUSTOMER RETENTION AT HERDACAKE BAKERY, PUGER JEMBER DISTRICT. (2024). Jurnal Comparative: Ekonomi Dan Bisnis, 6(4), 673-680. https://doi.org/10.31000/combis.v6i4.12187

References

Anugrah, R., Tanamal, J., & Nainggolan, E. P. (2020). Pengaruh Kepuasan Dan Kepercayaan Terhadap Loyalitas Pelanggan Jasa Pengiriman Barang Jne Di Kota Palu. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 5(2), 160–170. https://doi.org/10.22487/jimut.v5i2.149

Kotler, P., Armstrong, G., & Opresnik, M. O. (2018). Principles of Marketing, Seventeenth Edition. In Pearson.

Martha, L., & Anugrah, D. P. (2023). 197-Article Text-427-1-10-20230207. 3, 423–441.

Michelle, L. (2022). Pengaruh customersatisfaction terhadap customer retention dengan mediasi customer trust dan switching barriers pada kokumi. Angewandte Chemie International Edition, 6(11), 951–952., 7(2), 5–24.

Nanda, R., Evanita, S., & Septrizola, W. (2019). Pengaruh Kepuasan Pelanggan , Hambatan Beralih dan Kepercayaan Pelanggan Terhadap Retensi Pelanggan Pengguna Kartu Simpati Pada Mahasiswa Universitas Negeri Padang. Jurnal Kajian Manajemen Dan Wirausaha, 01(01), 207–217. https://lokadata.beritagar.id

Sambodo Rio Sasongko. (2021). Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), 104–114. https://doi.org/10.31933/jimt.v3i1.707

Sinambela, E. A., Retnowati, E., Ernawati, E., Lestari, U. P., & Munir, M. (2022). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Retensi Pelanggan Bengkel Resmi Honda Surabaya. Jurnal Baruna Horizon, 5(1), 17–25. https://doi.org/10.52310/jbhorizon.v5i1.73

Werdaningrum, A. G., & Ardiyanto, F. (2020). Pengaruh Kualitas Produk, Kepuasan Pelanggan, Hambatan Beralih Dan Kepercayaan Merek Terhadap Retensi Pelanggan Wardah Kosmetik Di Kabupaten Klaten. Akmenika: Jurnal Akuntansi Dan Manajemen, 17(2), 394–402. https://doi.org/10.31316/akmenika.v17i2.1035

Yustiani, E. R. M. N., Suardhika, N. I., & Hendrawan, Y. G. I. (2022). Pengaruh Kepercayaan, Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Customer Retention Laundry Kiloan Abianbase Mengwi. Jurnal Emas , 3(8), 2774–3020.