WBI Conference Proceedings : Value Based Attributes For Mobile Internet Provider
Ganjar M. Disastra, Heppy Millanyani

Informasi Umum

Kode

15.09.073

Klasifikasi

658.812 - Customer relationships, Claims, Complaints, Returns, Servicing of products

Jenis

Artikel - Restricted Use

Subjek

Services-telecommunication

No. Rak

Dilihat

108 kali

Informasi Lainnya

Abstraksi

Human need for communication plus their mobility raises the need for mobile operators. Changes in telecommunications industry have force them to offer mobile internet service. Fierce competition has made these mobile internet service providers (mobile ISPs) gave attractive promotions programs. But in the end, consumer will only choose offering with the best value because according to Kotler and Keller, the buyer chooses the offerings he or she perceives to deliver the most value (Kotler & Keller, 2012:32). What value(s) is needed by the customer should be explored by these mobile ISPs. The aim of this study is to explore what factors are valued by consumers when they are choosing a mobile ISP, and to know consumers' assessment of its performance and also to know consumers' expectations about these factors. This study uses descriptive statistics, factors analysis with varimax rotation and importance performance analysis. Data collection obtained through focus group discussions, interviews and survey involving 400 respondents. Factors valued by consumers in choosing a mobile ISP has categorised the 13 attributes as follows: Price, Sales Promotion. Quota, Customer Service, Feature, Advertising, Variation, Brand Image, Stability, Coverage, Speed, Ease of Activation and Reload. Using IPA, this study has compared the importance and performance of the mobile internet provider selection factors. Factors are considered important by consumers and have performed well are ease to activate and ease to reload. Factors are considered important by consumers but haven't performed well include Stability, Coverage, Quota, and Speed.Factors are considered less important by consumers but have performed well include sales promotion, feature and advertising.Factors that are considered important by consumers and haven't performed well include price, customer service, variation and brand image.

• SM441034 - BISNIS JASA (SERVICE) TELEKOMUNIKASI
• SN741223 - CUSTOMER SERVICE MANAGEMENT

Koleksi & Sirkulasi

Tersedia 1 dari total 1 Koleksi

Pengarang

Nama	Ganjar M. Disastra, Heppy Millanyani
Jenis	Perorangan
Penyunting
Penerjemah

Penerbit

Nama	World Business Institute
Kota	Melbourne
Tahun	2013

Sirkulasi

Harga sewa	IDR 0,00
Denda harian	IDR 0,00
Jenis	Non-Sirkulasi

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