| dc.description.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 | en_US |
