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The Effects of customer satisfaction on switching barriers, re-enrolment and attitudinal loyalty of parents to international schools in DKI Jakarta

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The purpose of this research is to investigate the influence of customer satisfaction on switching barriers, re-enrolment decisions and attitudinal loyalty of parents to the international schools and the interaction between these variables. Data collectioninvolved distribution of a 4-part questionnaire to 168 parents whose children are enrolled in five english speaking international schools. Descriptive and statistical analyses were performed using spss for reliability and validity and amos for the testing of two path diagrams. Results show that customer satisfaction has positive influence on positive switching barriers, re-enrolment, and attitudinal loyalty but negativeinfluence on negative switching barriers. The interaction revealed a negative influence of negative switching barriers on attitudinal loyalty but positive influence on re-enrolment. Customer satisfaction, service quality, and service value are all directly and positively related to each other while re-enrolment and attitudinal loyalty are also directly and positively related to general loyalty.

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M00214

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Available

Detail Information

Series Title

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Call Number

214

Publisher

: Swiss German University., 2012

Collation

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Language

English

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Classification

NONE

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Edition

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Subject(s)

MBA

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