Main Article Content
Abstract
Tujuan: Penelitian ini bertujuan untuk menganalisis pengaruh switching cost dan price discount terhadap loyalitas konsumen pada layanan service sepeda motor di Bengkel Dealer Honda Daya Motor Ciamis.
Metode Penelitian: Penelitian menggunakan pendekatan kuantitatif dengan metode deskriptif dan verifikatif. Teknik pengambilan sampel dilakukan melalui probability sampling dengan rumus Slovin dan melibatkan 99 responden. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan regresi berganda, analisis korelasi, uji t, serta uji F dengan bantuan SPSS versi 25.
Hasil dan Pembahasan: Hasil penelitian menunjukkan bahwa switching cost berpengaruh positif dan signifikan terhadap loyalitas konsumen. Demikian pula, price discount terbukti memberikan pengaruh signifikan dan lebih dominan dibandingkan switching cost.
Implikasi: Secara praktis, hasil penelitian ini memberikan dasar bagi manajemen bengkel untuk meningkatkan komponen switching cost sekaligus merancang strategi diskon yang efektif dalam membangun loyalitas konsumen.
Keywords
Article Details

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References
- Adawiyah, R. A., & Halida, A. N. (2024). Membangun Loyalitas Konsumen pada Produk Ramah Lingkungan. Jurnal Ilmiah Psikologi (JIPSI), 6(2), 102–111. https://doi.org/10.37278/jipsi.v6i2.882
- Agustyawati, D., Hasni, Daholu, A., & Pardana, D. (2022). Pengaruh Service Quality, Customer Satisfaction, Commitment, Switching Cost, Terhadap Customer Loyalty Pada Hypermart Lippo Plaza Buton Kota Baubau. Jurnal Multidisipliner Kapalamada, 1(01), 86–96. https://doi.org/10.62668/kapalamada.v1i01.85
- Akbariko, S., & Dewi, W. C. (2025). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Konsumen Pada Barbershop Kang Cukur Di Pagedangan Kabupaten Tangerang. Jurnal Nusa Manajemen, 2(1), 62–83. https://doi.org/10.62237/jnm.v2i1.227
- Alfan, A., & Rochdianingrum, W. A. (2024). Pengaruh Harga, Kualitas Produk dan Citra Merek Terhadap Loyalitas Konsumen (Studi Pada Penggunan Produk Cosmic Clothes di Surabaya). Jurnal Ilmu Dan Riset Manajemen, 13(5), 1–17.
- Anell, A., Dietrichson, J., Ellegård, L. M., & Kjellsson, G. (2021). Information, switching costs, and consumer choice: Evidence from two randomised field experiments in Swedish primary health care. Journal of Public Economics, 196, 104390. https://doi.org/https://doi.org/10.1016/j.jpubeco.2021.104390
- Arianto, T., & Sari, E. P. (2023). Analisis Pengaruh Kualitas Pelayanan, Perceived Value, Dan Perceived Switching Cost Terhadap Loyalitas Pelanggan PT.Telkomsel, Tbk Cabang Bengkulu. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 11(1), 237–244. https://doi.org/10.37676/ekombis.v11i1.2907
- Bombaij, N. J. F., Gelper, S., & Dekimpe, M. G. (2025). Designing Successful Temporary Loyalty Programs : An Exploratory Study on Retailer and Country Differences Designing successful temporary loyalty programs : An. International Journal of Research in Marketing, 39(4), 1275–1295. https://doi.org/10.1016/j.ijresmar.2022.04.005
- Bourdeau, B. L., Joseph Cronin, J., & Voorhees, C. M. (2024). Customer loyalty: A refined conceptualization, measurement, and model. Journal of Retailing and Consumer Services, 81, 104020. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.104020
- Calzada, J., García-Mariñoso, B., & Suárez, D. (2023). Do telecommunications prices depend on consumer engagement? Information Economics and Policy, 62, 101018. https://doi.org/https://doi.org/10.1016/j.infoecopol.2023.101018
- Calzolari, G., & Denicolò, V. (2020). Loyalty discounts and price-cost tests. International Journal of Industrial Organization, 73, 102589. https://doi.org/https://doi.org/10.1016/j.ijindorg.2020.102589
- Chiguvi, D., & Sepepe, T. (2024). The Impact of Promotional Pricing on Customer Brand Switching and Customer Loyalty in the Telecommunication Sector in Botswana. Expert Journal of Marketing, 12(2).
- Croitoru, G., Capatina, A., Florea, N. V., Codignola, F., & Sokolic, D. (2024). A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics, 30(3), 100265. https://doi.org/10.1016/j.iedeen.2024.100265
- Cui, T., Wang, C., & Nie, P. (2021). Advertising investment under switching costs. Economic Research-Ekonomska Istraživanja, 34(1), 1676–1689. https://doi.org/10.1080/1331677X.2020.1844587
- Fauzan, M., & Engriani, Y. (2021). The Moderating Effect of Switching Cost on the Influence of Social Influence and Price towards Dwitching Intention. Marketing Management Studies, 1(2), 78–86. https://doi.org/10.24036/jkmp.v1i1
- Griffin, M., Lyons, S., Mohan, G., Joseph, M., Domhnaill, C. Mac, & Evans, J. (2022). Intra-operator mobile plan switching: Evidence from linked survey and billing microdata. Telecommunications Policy, 46(7), 102343. https://doi.org/https://doi.org/10.1016/j.telpol.2022.102343
- Gunawan, A., Rijal, S., & Galib, M. (2024). Correlation Between Switching Costs and Customer Loyalty: Integration of AI in Theoretical and Practical Approaches. Journal of Marketing Management and Innovative Business Review, 2(2), 68–75. https://doi.org/10.63416/mrb.v2i2.309
- Hasibuan, F., & Dirbawanto, N. D. (2024). Pengaruh Perceived Quality Dan Price Discount Terhadap Loyalitas Pelanggan Pada Aplikasi Grabfood. Transekonomika: Akuntansi, Bisnis Dan Keuangan, 4(1), 47–56. https://doi.org/10.55047/transekonomika.v4i1.610
- Ismet, R. A., & Patrisia, D. (2025). The Influence Of Perceived Value, Customer Trust, And Price On Switching Intention Through Customer Satisfaction In Online Transportation Services: A Case Study Of Maxim Application Among Generation Z In Padang City. Santhet (Jurnal Sejarah Pendidikan Dan Humaniora), 9(1), 369–376. https://doi.org/10.36526/santhet.v9i1.5050
- Kim, L., Jindabot, T., & Yeo, S. F. (2024). Understanding customer loyalty in banking industry: A systematic review and meta analysis. Heliyon, 10(17), e36619. https://doi.org/10.1016/j.heliyon.2024.e36619
- Latif, K. F., & Bashir, S. (2024). Achieving customer loyalty during post-pandemic: an asymmetric approach. Future Business Journal, 10(1), 14. https://doi.org/10.1186/s43093-024-00305-9
- Le, N. T. C., Quy, H. T. K., Huyen, N. T. T., & Trang, N. T. T. (2024). Enhancing customer loyalty in the airline industry: Critical personal values and switching barriers. Transportation Research Procedia, 80, 71–78. https://doi.org/https://doi.org/10.1016/j.trpro.2024.09.010
- Li, Z., Chai, L., Wang, D., & Jin, H. S. (2025). Optimal omnichannel configuration: the effects of coupon promotion. International Journal of Retail & Distribution Management, 53(9), 821–837. https://doi.org/10.1108/IJRDM-05-2024-0230
- Li, Z., Wang, D., Popkowski Leszczyc, P. T. L., & Jin, H. S. (2025). Coupon promotional strategies for buy-online-pick-up-in-store retailing: the role of distribution channel competition. International Journal of Retail & Distribution Management, 53(13), 104–121. https://doi.org/10.1108/IJRDM-10-2024-0540
- Lin, C., & Bowman, D. (2022). The impact of introducing a customer loyalty program on category sales and profitability. Journal of Retailing and Consumer Services, 64, 102769. https://doi.org/https://doi.org/10.1016/j.jretconser.2021.102769
- Liu, H., Lobschat, L., Verhoef, P. C., & Zhao, H. (2021). The effect of permanent product discounts and order coupons on purchase incidence, purchase quantity, and spending. Journal of Retailing, 97(3), 377–393. https://doi.org/10.1016/j.jretai.2020.11.007
- Magnani, M., Manenti, F. M., & Valbonesi, P. (2024). Measuring switching costs in the Italian residential electricity market. The Energy Journal, 45(2), 189–208. https://doi.org/10.5547/01956574.45.2.mmag
- Makudza, F. (2020). Augmenting customer loyalty through customer experience management in the banking industry. Journal of Asian Business and Economic Studies, 28(3), 191–203. https://doi.org/10.1108/JABES-01-2020-0007
- Mofokeng, T. E. (2025). Relation between ethical sales behaviour and switching costs: a mediation of trust in medical schemes. October. https://doi.org/10.1108/IJPHM-10-2023-0095
- Nguyen, H. S. (2024). The impact of value co-creation behavior on customer loyalty in the service domain. Heliyon, 10(9), e30278. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e30278
- Nguyen, T. T., Veer, E., & Ballantine, P. W. (2025). The drivers and boundaries of consumer switching from full-length to derivative condensed content. Journal of Retailing and Consumer Services, 86, 104341. https://doi.org/https://doi.org/10.1016/j.jretconser.2025.104341
- Nikolajenko-Skarbalė, J., & Viederytė-Žilienė, R. (2023). Transformations of customer loyalty attitude in marketing: Key components of modern loyalty. Innovative Marketing, 19(4), 105. https://doi.org/10.21511/im.19(4).2023.09
- Nishio, K., & Hoshino, T. (2024). Quantifying the short- and long-term effects of promotional incentives in a loyalty program: Evidence from birthday rewards in a large retail company. Journal of Retailing and Consumer Services, 81, 103957. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.103957
- Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33–44. https://doi.org/10.2307/1252099
- Ouyang, L., & Mak, J. (2025). Examining how switching barriers moderate the link between customer satisfaction and repurchase intention in the health and fitness club sector. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-01-2025-0134
- Richards, T. J., & Liaukonyte, J. (2019). Switching Costs and Store Choice. Social Science Research Network. https://doi.org/10.2139/ssrn.3470937
- Robertson, J., Botha, E., Ferreira, C., & Pitt, L. (2022). How deep is your love? The brand love-loyalty matrix in consumer-brand relationships. Journal of Business Research, 149, 651–662. https://doi.org/https://doi.org/10.1016/j.jbusres.2022.05.058
- Satria, R., & Imam, D. C. (2024). Pengaruh Motivasi dan Disiplin Kerja terhadap Kinerja Karyawan pada PT Bahtera Adi Jaya Periode 2018-2022. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(7), 5490–5500. https://doi.org/10.47467/alkharaj.v6i7.3020
- So, K. K. F., Yang, Y., & Li, X. (2025). Fifteen years of research on customer loyalty formation: A meta-analytic structural equation model. Cornell Hospitality Quarterly, 66(2), 253–272. https://doi.org/10.1177/19389655241276506
- Sultan, A. (2020). Identifying brand touchpoints to increase switching costs in the banking industry. International Journal of Bank Marketing, 38(3), 718–736. https://doi.org/10.1108/IJBM-07-2019-0255
- Syahza, A. (2021). Metodologi Penelitian. UR Press Pekanbaru.
- Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon. https://doi.org/10.1016/j.heliyon.2024.e36254
- Tamaulina, Irmawati, Sabir, M., & Tjahyadi, I. (2023). Buku Ajar Metodologi Penelitian (Teori Dan Praktik Pendekatan). CV Saba Jaya Publisher.
- Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791–2808. https://doi.org/10.1108/BFJ-02-2019-0140
- Umezawa, M., & Yamakawa, S. (2025). The impact of switching costs on behavior-based price discrimination with multiple consumer types. Journal of Economics, 145(2), 147–187. https://doi.org/10.1007/s00712-025-00900-6
- Wallström, S., Hjelm Lidholm, S., & Sundström, M. (2024). Retailers view on customer loyalty – a social resource theory perspective. The International Review of Retail, Distribution and Consumer Research, 34(4), 399–416. https://doi.org/10.1080/09593969.2023.2287998
- Wardhana, A. (2024). Loyalitas Pelanggan (pp. 142–197).
- Widodo, S., & Wiardi, A. H. (2019). Peran Switching Costs Terhadap Kualitas Layanan Dan Niat Pembelian Ulang. The Manager Review, 1(1).
References
Adawiyah, R. A., & Halida, A. N. (2024). Membangun Loyalitas Konsumen pada Produk Ramah Lingkungan. Jurnal Ilmiah Psikologi (JIPSI), 6(2), 102–111. https://doi.org/10.37278/jipsi.v6i2.882
Agustyawati, D., Hasni, Daholu, A., & Pardana, D. (2022). Pengaruh Service Quality, Customer Satisfaction, Commitment, Switching Cost, Terhadap Customer Loyalty Pada Hypermart Lippo Plaza Buton Kota Baubau. Jurnal Multidisipliner Kapalamada, 1(01), 86–96. https://doi.org/10.62668/kapalamada.v1i01.85
Akbariko, S., & Dewi, W. C. (2025). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Konsumen Pada Barbershop Kang Cukur Di Pagedangan Kabupaten Tangerang. Jurnal Nusa Manajemen, 2(1), 62–83. https://doi.org/10.62237/jnm.v2i1.227
Alfan, A., & Rochdianingrum, W. A. (2024). Pengaruh Harga, Kualitas Produk dan Citra Merek Terhadap Loyalitas Konsumen (Studi Pada Penggunan Produk Cosmic Clothes di Surabaya). Jurnal Ilmu Dan Riset Manajemen, 13(5), 1–17.
Anell, A., Dietrichson, J., Ellegård, L. M., & Kjellsson, G. (2021). Information, switching costs, and consumer choice: Evidence from two randomised field experiments in Swedish primary health care. Journal of Public Economics, 196, 104390. https://doi.org/https://doi.org/10.1016/j.jpubeco.2021.104390
Arianto, T., & Sari, E. P. (2023). Analisis Pengaruh Kualitas Pelayanan, Perceived Value, Dan Perceived Switching Cost Terhadap Loyalitas Pelanggan PT.Telkomsel, Tbk Cabang Bengkulu. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 11(1), 237–244. https://doi.org/10.37676/ekombis.v11i1.2907
Bombaij, N. J. F., Gelper, S., & Dekimpe, M. G. (2025). Designing Successful Temporary Loyalty Programs : An Exploratory Study on Retailer and Country Differences Designing successful temporary loyalty programs : An. International Journal of Research in Marketing, 39(4), 1275–1295. https://doi.org/10.1016/j.ijresmar.2022.04.005
Bourdeau, B. L., Joseph Cronin, J., & Voorhees, C. M. (2024). Customer loyalty: A refined conceptualization, measurement, and model. Journal of Retailing and Consumer Services, 81, 104020. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.104020
Calzada, J., García-Mariñoso, B., & Suárez, D. (2023). Do telecommunications prices depend on consumer engagement? Information Economics and Policy, 62, 101018. https://doi.org/https://doi.org/10.1016/j.infoecopol.2023.101018
Calzolari, G., & Denicolò, V. (2020). Loyalty discounts and price-cost tests. International Journal of Industrial Organization, 73, 102589. https://doi.org/https://doi.org/10.1016/j.ijindorg.2020.102589
Chiguvi, D., & Sepepe, T. (2024). The Impact of Promotional Pricing on Customer Brand Switching and Customer Loyalty in the Telecommunication Sector in Botswana. Expert Journal of Marketing, 12(2).
Croitoru, G., Capatina, A., Florea, N. V., Codignola, F., & Sokolic, D. (2024). A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics, 30(3), 100265. https://doi.org/10.1016/j.iedeen.2024.100265
Cui, T., Wang, C., & Nie, P. (2021). Advertising investment under switching costs. Economic Research-Ekonomska Istraživanja, 34(1), 1676–1689. https://doi.org/10.1080/1331677X.2020.1844587
Fauzan, M., & Engriani, Y. (2021). The Moderating Effect of Switching Cost on the Influence of Social Influence and Price towards Dwitching Intention. Marketing Management Studies, 1(2), 78–86. https://doi.org/10.24036/jkmp.v1i1
Griffin, M., Lyons, S., Mohan, G., Joseph, M., Domhnaill, C. Mac, & Evans, J. (2022). Intra-operator mobile plan switching: Evidence from linked survey and billing microdata. Telecommunications Policy, 46(7), 102343. https://doi.org/https://doi.org/10.1016/j.telpol.2022.102343
Gunawan, A., Rijal, S., & Galib, M. (2024). Correlation Between Switching Costs and Customer Loyalty: Integration of AI in Theoretical and Practical Approaches. Journal of Marketing Management and Innovative Business Review, 2(2), 68–75. https://doi.org/10.63416/mrb.v2i2.309
Hasibuan, F., & Dirbawanto, N. D. (2024). Pengaruh Perceived Quality Dan Price Discount Terhadap Loyalitas Pelanggan Pada Aplikasi Grabfood. Transekonomika: Akuntansi, Bisnis Dan Keuangan, 4(1), 47–56. https://doi.org/10.55047/transekonomika.v4i1.610
Ismet, R. A., & Patrisia, D. (2025). The Influence Of Perceived Value, Customer Trust, And Price On Switching Intention Through Customer Satisfaction In Online Transportation Services: A Case Study Of Maxim Application Among Generation Z In Padang City. Santhet (Jurnal Sejarah Pendidikan Dan Humaniora), 9(1), 369–376. https://doi.org/10.36526/santhet.v9i1.5050
Kim, L., Jindabot, T., & Yeo, S. F. (2024). Understanding customer loyalty in banking industry: A systematic review and meta analysis. Heliyon, 10(17), e36619. https://doi.org/10.1016/j.heliyon.2024.e36619
Latif, K. F., & Bashir, S. (2024). Achieving customer loyalty during post-pandemic: an asymmetric approach. Future Business Journal, 10(1), 14. https://doi.org/10.1186/s43093-024-00305-9
Le, N. T. C., Quy, H. T. K., Huyen, N. T. T., & Trang, N. T. T. (2024). Enhancing customer loyalty in the airline industry: Critical personal values and switching barriers. Transportation Research Procedia, 80, 71–78. https://doi.org/https://doi.org/10.1016/j.trpro.2024.09.010
Li, Z., Chai, L., Wang, D., & Jin, H. S. (2025). Optimal omnichannel configuration: the effects of coupon promotion. International Journal of Retail & Distribution Management, 53(9), 821–837. https://doi.org/10.1108/IJRDM-05-2024-0230
Li, Z., Wang, D., Popkowski Leszczyc, P. T. L., & Jin, H. S. (2025). Coupon promotional strategies for buy-online-pick-up-in-store retailing: the role of distribution channel competition. International Journal of Retail & Distribution Management, 53(13), 104–121. https://doi.org/10.1108/IJRDM-10-2024-0540
Lin, C., & Bowman, D. (2022). The impact of introducing a customer loyalty program on category sales and profitability. Journal of Retailing and Consumer Services, 64, 102769. https://doi.org/https://doi.org/10.1016/j.jretconser.2021.102769
Liu, H., Lobschat, L., Verhoef, P. C., & Zhao, H. (2021). The effect of permanent product discounts and order coupons on purchase incidence, purchase quantity, and spending. Journal of Retailing, 97(3), 377–393. https://doi.org/10.1016/j.jretai.2020.11.007
Magnani, M., Manenti, F. M., & Valbonesi, P. (2024). Measuring switching costs in the Italian residential electricity market. The Energy Journal, 45(2), 189–208. https://doi.org/10.5547/01956574.45.2.mmag
Makudza, F. (2020). Augmenting customer loyalty through customer experience management in the banking industry. Journal of Asian Business and Economic Studies, 28(3), 191–203. https://doi.org/10.1108/JABES-01-2020-0007
Mofokeng, T. E. (2025). Relation between ethical sales behaviour and switching costs: a mediation of trust in medical schemes. October. https://doi.org/10.1108/IJPHM-10-2023-0095
Nguyen, H. S. (2024). The impact of value co-creation behavior on customer loyalty in the service domain. Heliyon, 10(9), e30278. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e30278
Nguyen, T. T., Veer, E., & Ballantine, P. W. (2025). The drivers and boundaries of consumer switching from full-length to derivative condensed content. Journal of Retailing and Consumer Services, 86, 104341. https://doi.org/https://doi.org/10.1016/j.jretconser.2025.104341
Nikolajenko-Skarbalė, J., & Viederytė-Žilienė, R. (2023). Transformations of customer loyalty attitude in marketing: Key components of modern loyalty. Innovative Marketing, 19(4), 105. https://doi.org/10.21511/im.19(4).2023.09
Nishio, K., & Hoshino, T. (2024). Quantifying the short- and long-term effects of promotional incentives in a loyalty program: Evidence from birthday rewards in a large retail company. Journal of Retailing and Consumer Services, 81, 103957. https://doi.org/https://doi.org/10.1016/j.jretconser.2024.103957
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33–44. https://doi.org/10.2307/1252099
Ouyang, L., & Mak, J. (2025). Examining how switching barriers moderate the link between customer satisfaction and repurchase intention in the health and fitness club sector. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-01-2025-0134
Richards, T. J., & Liaukonyte, J. (2019). Switching Costs and Store Choice. Social Science Research Network. https://doi.org/10.2139/ssrn.3470937
Robertson, J., Botha, E., Ferreira, C., & Pitt, L. (2022). How deep is your love? The brand love-loyalty matrix in consumer-brand relationships. Journal of Business Research, 149, 651–662. https://doi.org/https://doi.org/10.1016/j.jbusres.2022.05.058
Satria, R., & Imam, D. C. (2024). Pengaruh Motivasi dan Disiplin Kerja terhadap Kinerja Karyawan pada PT Bahtera Adi Jaya Periode 2018-2022. Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, 6(7), 5490–5500. https://doi.org/10.47467/alkharaj.v6i7.3020
So, K. K. F., Yang, Y., & Li, X. (2025). Fifteen years of research on customer loyalty formation: A meta-analytic structural equation model. Cornell Hospitality Quarterly, 66(2), 253–272. https://doi.org/10.1177/19389655241276506
Sultan, A. (2020). Identifying brand touchpoints to increase switching costs in the banking industry. International Journal of Bank Marketing, 38(3), 718–736. https://doi.org/10.1108/IJBM-07-2019-0255
Syahza, A. (2021). Metodologi Penelitian. UR Press Pekanbaru.
Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon. https://doi.org/10.1016/j.heliyon.2024.e36254
Tamaulina, Irmawati, Sabir, M., & Tjahyadi, I. (2023). Buku Ajar Metodologi Penelitian (Teori Dan Praktik Pendekatan). CV Saba Jaya Publisher.
Uddin, M. B. (2019). Customer loyalty in the fast food restaurants of Bangladesh. British Food Journal, 121(11), 2791–2808. https://doi.org/10.1108/BFJ-02-2019-0140
Umezawa, M., & Yamakawa, S. (2025). The impact of switching costs on behavior-based price discrimination with multiple consumer types. Journal of Economics, 145(2), 147–187. https://doi.org/10.1007/s00712-025-00900-6
Wallström, S., Hjelm Lidholm, S., & Sundström, M. (2024). Retailers view on customer loyalty – a social resource theory perspective. The International Review of Retail, Distribution and Consumer Research, 34(4), 399–416. https://doi.org/10.1080/09593969.2023.2287998
Wardhana, A. (2024). Loyalitas Pelanggan (pp. 142–197).
Widodo, S., & Wiardi, A. H. (2019). Peran Switching Costs Terhadap Kualitas Layanan Dan Niat Pembelian Ulang. The Manager Review, 1(1).