Effect of Service Failure on Ferry Passenger Switching Behavior: The Role of Dissatisfaction

Shania Melinda, Sri Zuliarni

Abstract

This study examines the effect of Service Failures on Brand Switching Behavior through Customer Dissatisfaction (Studies in PT. XYZ Ferry Passengers). Respondents from this study are passengers departing from Batam to Johor who have used the PT. XYZ Ferry at least 2 times and have an age of 17 years and above. The population in this study was PT. XYZ Ferry passengers with a sample of 186 respondents. The sampling technique here uses the Purposive Sampling method with the Slovin formula. In this study, data were collected manually through a questionnaire given directly to respondents. The data analysis method used is Path Analysis with a significance level of 0.05. The results of this study are that service failures affect brand switching behavior, service failures affect customer dissatisfaction, customer dissatisfaction affects brand switching behavior, and service failures affect brand switching behavior through customer dissatisfaction.

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Paper Citation


in Harvard Style

Melinda S. and Zuliarni S. (2020). Effect of Service Failure on Ferry Passenger Switching Behavior: The Role of Dissatisfaction. In Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS, ISBN 978-989-758-517-3, pages 291-297. DOI: 10.5220/0010355202910297


in Bibtex Style

@conference{icaess20,
author={Shania Melinda and Sri Zuliarni},
title={Effect of Service Failure on Ferry Passenger Switching Behavior: The Role of Dissatisfaction},
booktitle={Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,},
year={2020},
pages={291-297},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010355202910297},
isbn={978-989-758-517-3},
}


in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,
TI - Effect of Service Failure on Ferry Passenger Switching Behavior: The Role of Dissatisfaction
SN - 978-989-758-517-3
AU - Melinda S.
AU - Zuliarni S.
PY - 2020
SP - 291
EP - 297
DO - 10.5220/0010355202910297