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The Antecedent Of Customer Satisfaction

Author

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  • Barusman, Andala Rama Putra
  • Rulian, Evelin Putri
  • Susanto, Susanto

    (Universitas Bandar Lampung)

Abstract

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.

Suggested Citation

  • Barusman, Andala Rama Putra & Rulian, Evelin Putri & Susanto, Susanto, 2020. "The Antecedent Of Customer Satisfaction," OSF Preprints af8pb, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:af8pb
    DOI: 10.31219/osf.io/af8pb
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    References listed on IDEAS

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    1. Ivanovic, Slobodan & Mikinac, Kresimir & Perman, Luka, 2011. "Crm Development In Hospitality Companies For The Purpose Of Increasing The Competitiveness In The Tourist Market," UTMS Journal of Economics, University of Tourism and Management, Skopje, Macedonia, vol. 2(1), pages 59-68.
    2. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
    3. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
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