ANALYSIS OF INFLUENCE OF CORE QUALITY, QUALITY relational, Perceived VALUE, CUSTOMER SATISFACTION, SERVICE SWITCHING AND VOICE OF THE CUSTOMER LOYALTY

This research investigated the relationship among six elements - core quality, relational quality, perceived value, customer satisfaction, switching and voice services to customer loyalty at LBC Purwokerto. The result and analyze data used SEM (Structural Equation Modeling) revealed that core quality and relational quality were important drivers of perceived value with relational quality was important drivers than core quality. Perceived value gave the most contribution to customer satisfaction while customer satisfaction gave great contribution to customer loyalty. Service switching reveled as a variable that significantly influenced customer satisfaction to service switching and voice significantly influenced to customer loyalty.

Testing Mc Dougall and Levesque (2000) conducted research proving that customer satisfaction is influenced by the quality of the core (core quality), quality of relationships (relational quality) and perceived value (2001), these results indicate that the observed variables for core variables and relational quality quality turns out to be the dominant factor affecting the perceived value. While the variables of this study showed that the observed variables to perceived value provide the greatest contribution to the formation of customer satisfaction, while customer satisfaction is the dominant contribution to the formation of customer loyalty.