ANALISIS PENGARUH SERVICE QUALITY, PERCEIVED VALUE, CUSTOMER SATISFACTION, DAN SWITCHING BARRIERS TERHADAP POST-PURCHASE INTENTION Tri (3) di Surabaya

Abstract

The development of Globalization is currently very large by various circles of society, one of which is the rapid development in the field of techonology and communications since 2008, which increased by 16.7 percent compared to 2007. And in 2011 the field of telecommunications continous to grow rapidly with the increase of mobile phone users. This make Indonesia one of the most potential mobile markets not only in Asia but even in the World. One of the players in this industry is Tri (3) who is the youngest player among the other players, althought the youngest player, Tri (3) has managed to become a player who is in the Top three in the Indonesian Telecommunications industry compete with Telkomsel and Indosat. The purpose of this study was to determine the effect of Service Quality, Perceived Value, Customer Satisfaction, and Switching Barriers to Post-Purchase Intention. The expected benefits of this research is to increase the repertoire of knowledge in the field of management, especially how much influence PostPurchase Intention, which in turn will shape the succes of the company in the long run. This study is a causal research. The method used is a quantitative method of processing data using SPSS version 22.0. data was collected by distributing questionnaires to 110 respondents to the characteristics of male and female respondent aged 18-50 years old and using Tri (3) at least 6 months, lived in Surabaya, as well as knowing the other mobile provider. The results showed that the influence of Service Quality on Perceived Value has a regression coefficient with a value of 0.695, influence of Service Quality on Customer Satisfaction has a regression coefficient with a value of 0.524, influence of Perceived Value on Customer Satisfacton has a regression coefficient with a value of 0.170, influence of Service Quality on Post-Purchase Intention has a regression coefficient with a value of 0.274, influence of Perceived Value on Post-Purchase Intention has a regression coefficient with a value of 0.277, influence of Switching Barriers on Post-Purchase Intention has a regression coefficient with a value of 0.195, influence of Customer Satisfaction on PostPurchase Intention has a regression coefficient with a value of 0.209