THE INFLUENCE OF SERVICE QUALITY AND SWITCHING BARRIER IN IMPROVING COSTUMER LOYALTY

Abstract

Components of quality service in the industry telecommunication call quality, pricing structure, added value service provider,
convenience in procedures and customer supported. Maintain the quality services aimed at keeping customers, other efforts
can be done by creating switching barrier that arise due to the presence of switching costs, attractiveness of alternatives and
interpersonal relationship. Based on the desire to know the extent of influence of service quality and switching barrier on
customer loyalty XL postpaid in the Purwakarta, the authors conducted this study.
The results showed service quality and switching barrier significantly affect the customer loyalty. It can be concluded that is
better service quality and high switching barrier effort is increasingly affecting the customer loyalty