Analisis dimensi kualitas jasa terhadap kepuasan dan loyalitas pada high dan low contact service

Abstract

This research aims to explore the relationship between satisfaction with loyalty and the service dimension (technical and functional) toward on the high and low contact service. There are asymmetrical relationship between satisfaction and loyalty, the more the consumers are satisfied, the less they are switched. The differences of low contact service and high contact service in the case of creating satisfaction are l) the low contact service are influenced by functional dimension, 2) the high contact service are influenced by technical dimension.