The Roles of Switching Barriers and Corporate Image between user Experience and Loyalty in Indonesia Mobile Network Operators

	International Journal of Science and Management Studies (IJSMS) © 2019 by IJSMS Journal Volume-2 Issue-1 Year of Publication : 2019 Authors : Indira Rachmawati, Zurina Mohaidin DOI: 10.51386/25815946/ijsms-v2i1p106
Citation: MLA Style: Indira Rachmawati, Zurina Mohaidin "The Roles of Switching Barriers and Corporate Image between user Experience and Loyalty in Indonesia Mobile Network Operators" International Journal of Science and Management Studies (IJSMS) V2.I1 (2019): 48-57. APA Style: Indira Rachmawati, Zurina Mohaidin, The Roles of Switching Barriers and Corporate Image between user Experience and Loyalty in Indonesia Mobile Network Operators, International Journal of Science and Management Studies (IJSMS), v2(i1), 48-57.
Abstract: Recently, the competition among mobile network operators in Indonesia is getting tight that was shown by the price war and the saturated condition. Mobile network operator is the fastest growing companies in telecommunication sector that causes user has a wide range of selection. Previous authors believed that users will tend to be loyalty when they faced too many barriers to switch to other operator. Besides that, users also make a consideration regarding to the corporate image of their operator. This study has an intention to examine the effect of switching barriers and corporate image on the relationship between user experience and loyalty. Out of 400 respondents were obtained by quota sampling technique with 66 questionnaire items in Indonesia showed that switching barriers mediate the relationship between user experience and loyalty with the greatest value came from the relationship among perceived service quality, switching barriers, and loyalty. It implies that users will be loyal when they met too many barriers to become a switcher, at the time they perceived service quality in excellent condition. At the same time, corporate image strengthen the relationship between monetary and switching barriers, meaning that the relationship between monetary and switching barrier became stronger when users’ perceived corporate image was high.
Keywords: Corporate Image, Indonesia, Loyalty, Mobile Network Operators, Switching Barriers, User Experience.
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