{"id":"https://openalex.org/W2979617362","doi":"https://doi.org/10.32535/ijabim.v4i2.567","title":"The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction","display_name":"The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction","publication_year":2019,"publication_date":"2019-08-20","ids":{"openalex":"https://openalex.org/W2979617362","doi":"https://doi.org/10.32535/ijabim.v4i2.567","mag":"2979617362"},"language":"en","primary_location":{"id":"doi:10.32535/ijabim.v4i2.567","doi":"https://doi.org/10.32535/ijabim.v4i2.567","is_oa":true,"landing_page_url":"https://doi.org/10.32535/ijabim.v4i2.567","pdf_url":null,"source":{"id":"https://openalex.org/S4210232531","display_name":"International Journal of Applied Business and International Management","issn_l":"2614-7432","issn":["2614-7432","2621-2862"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310311551","host_organization_name":"International Journal of Business Science and Applied Management","host_organization_lineage":["https://openalex.org/P4310311551"],"host_organization_lineage_names":["International Journal of Business Science and Applied Management"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Business and International Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.32535/ijabim.v4i2.567","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5080801337","display_name":"Muhammad Maladi","orcid":"https://orcid.org/0000-0001-9651-2737","observed_orcids":["https://orcid.org/0000-0001-9651-2737"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muhammad Maladi","raw_affiliation_strings":["STIEI Banjarmasin"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"STIEI Banjarmasin","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063516747","display_name":"Nazief Nirwanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210108175","display_name":"Universitas Merdeka Malang","ror":"https://ror.org/01rtkeb16","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210108175"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Nazief Nirwanto","raw_affiliation_strings":["Universitas Merdeka Malang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Merdeka Malang","institution_ids":["https://openalex.org/I4210108175"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009901129","display_name":"Achmad Firdiansjah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210108175","display_name":"Universitas Merdeka Malang","ror":"https://ror.org/01rtkeb16","country_code":"ID","type":"education","lineage":["https://openalex.org/I4210108175"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Achmad Firdiansjah","raw_affiliation_strings":["Universitas Merdeka Malang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Merdeka Malang","institution_ids":["https://openalex.org/I4210108175"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.2698,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.88919113,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"4","issue":"2","first_page":"57","last_page":"64"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0035000001080334187,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9890000224113464},{"id":"https://openalex.org/keywords/corporate-image","display_name":"corporate image","score":0.8889999985694885},{"id":"https://openalex.org/keywords/switching-barriers","display_name":"switching barriers","score":0.9800000190734863},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9959999918937683},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.703000009059906},{"id":"https://openalex.org/keywords/student-customers","display_name":"student customers","score":0.44200000166893005}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7584249973297119},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6734111309051514},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6537305116653442},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6048072576522827},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5523046255111694},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.45478498935699463},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.44823238253593445},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.42279481887817383},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.352230966091156},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3351801931858063},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.32535/ijabim.v4i2.567","doi":"https://doi.org/10.32535/ijabim.v4i2.567","is_oa":true,"landing_page_url":"https://doi.org/10.32535/ijabim.v4i2.567","pdf_url":null,"source":{"id":"https://openalex.org/S4210232531","display_name":"International Journal of Applied Business and International Management","issn_l":"2614-7432","issn":["2614-7432","2621-2862"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310311551","host_organization_name":"International Journal of Business Science and Applied Management","host_organization_lineage":["https://openalex.org/P4310311551"],"host_organization_lineage_names":["International Journal of Business Science and Applied Management"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Business and International Management","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:d3922878c5b548c0bed3f46b60341d1b","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/d3922878c5b548c0bed3f46b60341d1b","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Journal of Applied Business and International Management, Vol 4, Iss 2, Pp 57-64 (2019)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.32535/ijabim.v4i2.567","doi":"https://doi.org/10.32535/ijabim.v4i2.567","is_oa":true,"landing_page_url":"https://doi.org/10.32535/ijabim.v4i2.567","pdf_url":null,"source":{"id":"https://openalex.org/S4210232531","display_name":"International Journal of Applied Business and International Management","issn_l":"2614-7432","issn":["2614-7432","2621-2862"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310311551","host_organization_name":"International Journal of Business Science and Applied Management","host_organization_lineage":["https://openalex.org/P4310311551"],"host_organization_lineage_names":["International Journal of Business Science and Applied Management"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Business and International Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":13,"referenced_works":["https://openalex.org/W121382394","https://openalex.org/W1561930868","https://openalex.org/W1574378514","https://openalex.org/W1594945480","https://openalex.org/W1689771227","https://openalex.org/W1965574139","https://openalex.org/W1967229606","https://openalex.org/W2025926893","https://openalex.org/W2037432126","https://openalex.org/W2054804519","https://openalex.org/W2055162760","https://openalex.org/W2070054856","https://openalex.org/W2094260684"],"related_works":["https://openalex.org/W3010576375","https://openalex.org/W2762819928","https://openalex.org/W2110180019","https://openalex.org/W3190010516","https://openalex.org/W3013265954","https://openalex.org/W2014121527","https://openalex.org/W2143114876","https://openalex.org/W4417413663","https://openalex.org/W7099098998","https://openalex.org/W2272473055"],"abstract_inverted_index":{"A":[0],"conceptual":[1],"outline":[2],"is":[3,34,94],"offered":[4],"that":[5,50,96],"explore":[6],"the":[7,28],"consequences":[8],"of":[9],"service":[10,51,97],"quality,":[11,98],"company":[12],"image,":[13],"switching":[14,71,107],"barriers":[15,72],"on":[16,56,67,90],"customer":[17,21,57,60,68,77,80,84,91,102],"retention":[18,81],"mediated":[19],"by":[20],"satisfaction":[22,58,69,78,85,103],"at":[23],"LB-LIA":[24],"Banjarmasin.":[25],"To":[26],"test":[27],"framework,":[29],"structural":[30],"equation":[31],"modelling":[32],"technique":[33],"applied":[35],"to":[36,110],"data":[37],"gathered":[38],"from":[39],"141":[40],"students":[41],"in":[42],"this":[43],"informal":[44],"education":[45],"institution.":[46],"The":[47],"results":[48],"revealed":[49],"quality":[52],"has":[53,64,86],"substantial":[54],"effect":[55,66,89],"and":[59,82,101,106],"retention,":[61],"corporate":[62,99],"image":[63,100],"an":[65],"while":[70],"do":[73],"not":[74],"significantly":[75],"influence":[76],"or":[79],"lastly":[83],"a":[87],"major":[88],"retention.":[92],"It":[93],"recommended":[95],"be":[104,111],"maintained":[105],"barrier":[108],"needs":[109],"improved.":[112]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2019-10-18T00:00:00"}
