Understanding User Experience, Satisfaction, And Loyalty Of Telecommunication Service Providers In Indonesia
Indira Rachmawati, Zurina Mohaidin

Informasi Umum

Kode

24.55.023

Klasifikasi

658.834 2 - Consumer behavior, Motivation research, Consumer psychology

Jenis

e - Article Journal

Subjek

Consumer Satisfaction

No. Rak

22

Dilihat

6 kali

Informasi Lainnya

Abstraksi

Recently, Indonesia telecommunication industry has gradually increased since the government issued the law regarding the change of economic system become oligopoly competition. This has an impact on a price war among telecommunication service providers, which one of them is cellular operators industry. This research focuses its intention to support conceptually the relationship among user experience, satisfaction, and loyalty. Research sample was 400 Indonesian users of GSM-based cellular operator with the instrument of 58 questionnaire items and collected using self-administered online survey. The model was tested using Smart PLS for variance-based structural equation modeling with the method of partial least square. The results showed that loyalty was positively influenced by satisfaction and user experience. Furthermore, satisfaction was found mediate the relationship between user experience and loyalty. It has the implication when users’ had a good experience towards their cellular operator hence they will feel satisfied and attain to be loyal. In addition, this research model was fit to the context since in the criteria of high in goodness of fit, predictive blindfolding, and coefficient of determination.

Koleksi & Sirkulasi

Tersedia 1 dari total 1 Koleksi

Pengarang

Nama	Indira Rachmawati, Zurina Mohaidin
Jenis	Perorangan
Penyunting
Penerjemah

Penerbit

Nama	European Proceedings
Kota	London
Tahun	2018

Sirkulasi

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

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