The effect of service quality and corporate image on customer satisfaction and loyalty in mobile telecommunication industry in Indonesia
Author(s):
Untung Setiyo Purwanto, Raihan
Tahun:
2015
Item Type:
Journal
eISSN/eISBN:
2349-4182
Keyword(s):
service quality, corporate image, customer satisfaction and loyalty, in Indonesian mobile telecommunication industry
This study aims to investigate what impact service quality and corporate image have on customer satisfaction and loyalty in mobile
telecommunication industry in Indonesia. This study was driven by the fact that research on the simultaneous relationship between
these four variables is relatively sp... (selengkapnya)
telecommunication industry in Indonesia. This study was driven by the fact that research on the simultaneous relationship between
these four variables is relatively sp... (selengkapnya)
DESKRIPSI
This study aims to investigate what impact service quality and corporate image have on customer satisfaction and loyalty in mobile
telecommunication industry in Indonesia. This study was driven by the fact that research on the simultaneous relationship between
these four variables is relatively sparse, especially in the context of mobile telecommunication industry in Indonesia. The sample
involved in this study comprises of 147 mobile phone users in Jakarta. The sample was distributed on five mobile
telecommunication operators: Telkomsel, Indosat Ooredoo, Tri, XL Axiata, and Smartfren. As hypothesed in this study, it was
found that service quality, corporate image, and customer satisfaction are important antecedents of customer loyalty. The results
provided a contribution to the literature by examining the simulateneous relationship involving service quality, corporate image,
customer satisfaction, and customer loyalty. The results of this study imply that the mobile telecommunication operators should be
aware that customer satisfaction and loyalty is a prerequisite condition for the success to compete. Therefore, the operator have to
improve their quality of service. In addition, the operators should be aware that they need to enhance their corporate image. The
premise is that customer satisfaction and loyalty is influenced by the extent to which their corporate image
telecommunication industry in Indonesia. This study was driven by the fact that research on the simultaneous relationship between
these four variables is relatively sparse, especially in the context of mobile telecommunication industry in Indonesia. The sample
involved in this study comprises of 147 mobile phone users in Jakarta. The sample was distributed on five mobile
telecommunication operators: Telkomsel, Indosat Ooredoo, Tri, XL Axiata, and Smartfren. As hypothesed in this study, it was
found that service quality, corporate image, and customer satisfaction are important antecedents of customer loyalty. The results
provided a contribution to the literature by examining the simulateneous relationship involving service quality, corporate image,
customer satisfaction, and customer loyalty. The results of this study imply that the mobile telecommunication operators should be
aware that customer satisfaction and loyalty is a prerequisite condition for the success to compete. Therefore, the operator have to
improve their quality of service. In addition, the operators should be aware that they need to enhance their corporate image. The
premise is that customer satisfaction and loyalty is influenced by the extent to which their corporate image