Customer Loyalty In Indonesian’s Telecommunication Industry
Yuli Widianty1, Asriana Dwiyanthi2, Ni Ketut Prawianti3, Lim Sanny4
1Yuli Widianty, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia.
2Asriana Dwiyanthi, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia.
3Ni Ketut Prawianti, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia.
4Lim Sanny*, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia.
Manuscript received on October 19, 2019. | Revised Manuscript received on 25 October, 2019. | Manuscript published on November 10, 2019. | PP: 4571-4577 | Volume-9 Issue-1, November 2019. | Retrieval Number: A5212119119/2019©BEIESP | DOI: 10.35940/ijitee.A5212.119119
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The study seekss to determine factors that affect customer satisfaction towards their loyalty in Indonesian telecommunications industry. The research seeks to find out how the influence of financial factors, Technology Factors and Customer Service Factors are on Customer Satisfaction and the influence of financial factors, Technology Factors and Customer Service Factors on Customer Loyalty directly or indirectly. The sources of data used in the article are major data and minor data. The major data were attained from a structured questionnaire. The questionnaire was opened online and the total respondents obtained were 160 respondents and they were valid. The results of this questionnaire indicate that the factors that influence Customer Satisfaction, namely, financial factors, technological factors and customer service factors also affect Customer Loyalty to telecommunications service providers in Indonesia. This study found that Financial Factors, Technology Factors and Customer Service Factors had a prospective influence on Customer Satisfaction, Customer Satisfaction had a determining relationship with Customer Loyalty and it was found that indirectly Financial Factors and Technology Factors through Customer Customer Satisfaction had a determining influence on Customer Loyalty whereas Customer Service Factor did not.
Keywords: Customer Satisfaction, Customer Loyalty, Financial Factors, Technological Factors, Customer Service Factors.
Scope of the Article: e-business