Effect of Service Encounter on Switching Behavior

R Ghufran, Ratih Hurriyati, Lisnawati Lisnawati


The purpose of this study is to determine the effect of service encounters on switching behavior. The type of research used is descriptive and verification. The questionnaire was used as a research instrument to collect data from respondents. The data analysis technique used is Simple Linear Regression Analysis with SPSS program tools. 22.0 for Windows. The findings of this study indicate that service encounters have a significant effect on switching behavior. Service encounters as an influencing variable must be directly controlled by the company. This research provides a basis for understanding specific issues of the online service transportation industry in Indonesia


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DOI: https://doi.org/10.17509/msb.v1i2.30265


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