The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar)
Abstract
Telkom Indonesia introduced fixed broadband, with its IndiHome product in 2015. According to the Triple Play service, IndiHome's flagship service, as well as other services, the core of IndiHome products is its internet service. Other services, such as voice (telephone) and interactive television (UseeTV) are ride products (augmented products). The goal of this study is to provide insight for future studies that will be conducted by researchers on service quality, which includes network quality, customer service, information quality, and customer data security. It also involves customer satisfaction, behavioural loyalty, and attitude loyalty. The issue in this study is that the number of customers who churn (unsubscribe the services) is increasing, indicating that customers are less loyal to IndiHome services. This study sent a questionnaire to 258 Witel Denpasar respondents who had subscribed to IndiHome for more than one month and had visited the Plaza Telkom in August 2022 in order to collect respondents' responses. The sampling technique used in this research is purposive sampling, which is a sampling technique with certain considerations. Data collection in this study was carried out by distributing questionnaires online via the Google form. And the data analysis technique used in this study is the structural equation modelling (SEM) method using LISREL 8.8 software.
Keywords: Customer Satisfaction; IndiHome; Structural Equation Model; Behavioural Loyalty
Downloads
Download data is not yet available.
References
[1] Giovanis, A., Zondiros, D (2014). The Antecedents of Customer Loyalty for Broadband Services: The Role of Service Quality
[2] Zhao, Y. L., Anthony, C., Benedetto, D. (2013). Designing Service Quality to Survive: Empirical Evidence From Chinese New Ventures. Journal of Business Research, 66(8), 1098-1107.
[3] Akbar, (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal 29, 24-38.
[4] Anita Gusmiarti (2020). Penerapan Metode Structural Equation Modelling Pada Analisis Tingkat Kepuasan Mahasiswa FMIPA UII, Program Studi Matematika, Universitas Islam Indonesia
[5] Djatmiko, T. (2018). Pengaruh Behavioral Intention terhadap Use Behavior pada Penggunaan Aplikasi Transportasi Online (Studi kasus pada pengguna Go-jek dan Grab di Kalangan Mahasiswa Telkom University) Telkom University, Bandung
[6] I Putu Astya Prayudha., Made Sudarma. Ida Bagus Alit Swamardika. (2021). Review Literatur Tentang Analisis Kepuasan Layanan dengan Pendekatan Servqual dan IPA. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[7] Charolina Devi Oktaviana., I Nyoman Pramaita., Made Sudarma (2021), Literatur Review Penerapan Teknologi Informasi dan Metode Pengukuran Pada Audit Kepuasan Pelanggan. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[8] El-Adly, M. I. (2020). Modelling The Relationship Between Perceived Value, Customer Satisfaction, and Customer Loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
[9] I.P.S Almantara., M.Sudarma, I.B. A Swamardika (2021). Literatur Review Penilaian Tingkat Kepuasan Layanan Produk/Jasa dengan Metode Service Quality Model. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[10] Chatzoglou, P., Chatzoudes, D., Vraimaki, E., & Leivaditou, E. (2014). Measuring Citizen Satisfaction Using the SERVQUAL Approach: The Case of the Hellenic Post. Procedia Economics and Finance 9, 349-360.
[11] Heri Irawan., M.Thaib Hasan (2021). Pemodelan Menggunakan SEM untuk mengetahui Kepuasan dan Kepercayaan serta Loyalitas Pelanggan. Jurnal Teknologi Volume 13 No. 1 Januari 2021. Universitas Muhamadiyah Jakarta
[12] Fitriani Sutraya Lubis., Anissa Putri Rahhima (2019). Analisis Kepuasan Pelanggan dengan Metode Servqual dan Pendekatan Structural Equation Modelling (SEM) pada Perusahaan Jasa Pengiriman Barang di Wilayah Kota Pekanbaru. Jurnal Sains, Teknologi dan Industri, Vol. 16, No. 02, Desember 2019
[13] Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479
[14] Farooq, M. S., (2018). Impact of Service Quality on Customer Satisfaction in Malaysia Airlines. Journal of Air Transport Management, 67, 169-180
[15] Hendriana. (2017). Pengaruh Partisipasi Pelanggan dalam Membangun Brand Loyalty Produk Indihome Melalui Social Media.Fakultas Ekonomi dan Bisnis, Universitas Telkom Bandung
[16] Thaichon, P., Lobo, A., Quach, T. N. (2014). The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns. Journal of Retailing and Consumer Services, 21(6), 1047-1058.
[17] O. Ogiemwonyi, A. Harun, and A. Rahman,(2020) The Relationship between Service Quality Dimensions and Customer Satisfaction towards Hypermarket in Malaysia, Vol. 24, no. 05, pp. 2062–2071, 2020, doi: 10.37200/IJPR/V24I5/PR201904.
[18] Fitriani Sutraya Lubis., Anissa Putri Rahhima (2019). Analisis Kepuasan Pelanggan dengan Metode Servqual dan Pendekatan Structural Equation Modelling (SEM) pada Perusahaan Jasa Pengiriman Barang di Wilayah Kota Pekanbaru. Jurnal Sains, Teknologi dan Industri, Vol. 16, No. 02, Desember 2019
[19] Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479
[20] Y. D. Putra, I. N. S. Kumara, N. W. S. Aryani dan I. B. A. Swamardika, (2021). Literature Review Analisis Kinerja SDM Menggunakan Metode Behaviorally Anchored Rating Scale (BARS), Majalah Ilmiah Teknologi Elektro, vol. 20, pp. 103-112, 2021.
[21] Zehir, C., Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427-443
[22] Al-Ansi, A (2019). Role of Halal-Friendly Destination Performances, Value, Satisfaction, and Trust. Journal of Destination Marketing & Management
[23] Sastradipraja, C. K., dan Barokah, (2020). Rancang Bangun Sistem Informasi Kualitas Layanan Terhadap Kepuasan Pasien Menggunakan Metode Customer Satisfaction Index, Jurnal Ilmiah Flash, vol. 6, hal: 16-27, Des. 2020.
[24] Ghozali, I. (2008). Struktural Equation Modeling Teori Konsep dan Aplikasi dengan Program LISREL 9.10. Semarang
[25] S. Hamidani, V. Amalia dan J. Agustin, (2020) Sistem Pengukuran Kualitas Layanan Menggunakan Metode Serqual, Jurnal Ilmiah Binary STMIK Bina Nusantara Jaya, vol. 2, pp. 1-7, 2020.
[26] Arindita, A. R (2011). Pengaruh Kualitas Pelayanan Terhadap Citra Perusahaan Di Olimart PL Wina Wira Usaha. Jurnal UWM.
[27] Zakheus Putlely, Yoppy Andry Lesnussa (2021). Structural Equation Modeling (SEM) untuk Mengukur Pengaruh Pelayanan, Harga, dan Keselamatan terhadap Tingkat Kepuasan Pengguna Jasa Angkutan Umum Selama Pandemi Covid-19 di Kota Ambon. Indonesian Journal of Applied Statistics Volume 4 No. 1 May 2021
[28] Rihon Prihans Pamungkas., Wiwik Sulistyowati (2022) Analisis Kepuasan Pelanggan Gojek Di Pandaan Menggunakan Metode Structural Equation Modelling (SEM). Seminar Nasional Inovasi Teknologi UN PGRI Kediri, 23 Juli 2022
[29] Kasmawati., Abdiel Khaleil Akmal., (2022) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Structural Equation Modeling Partial Least Square pada PT. XYZ. Jurnal Optimalisasi Vol. 8, No. 1, April 2022. Fakultas Teknik, Universitas Teuku Umar
[30] Yao, T., Qiu, Q., & Wei, Y. (2019). Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees. International Journal of Hospitality Management, 76, 1-8
[31] D. Vanesa, F. Firman, H. A. Mesta, (2020). Analisis Peningkatan Kualitas Pelayanan Pasien Menggunakan Metode Servqual Dan Importance Performance Analysis (IPA), Jurnal Kajian Manajemen Dan Wirausaha, Vol. 2, No. 1, P. 28, 2020.
[2] Zhao, Y. L., Anthony, C., Benedetto, D. (2013). Designing Service Quality to Survive: Empirical Evidence From Chinese New Ventures. Journal of Business Research, 66(8), 1098-1107.
[3] Akbar, (2009). Impact of Service Quality, Trust, and Customer Satisfaction on Customers Loyalty. ABAC Journal 29, 24-38.
[4] Anita Gusmiarti (2020). Penerapan Metode Structural Equation Modelling Pada Analisis Tingkat Kepuasan Mahasiswa FMIPA UII, Program Studi Matematika, Universitas Islam Indonesia
[5] Djatmiko, T. (2018). Pengaruh Behavioral Intention terhadap Use Behavior pada Penggunaan Aplikasi Transportasi Online (Studi kasus pada pengguna Go-jek dan Grab di Kalangan Mahasiswa Telkom University) Telkom University, Bandung
[6] I Putu Astya Prayudha., Made Sudarma. Ida Bagus Alit Swamardika. (2021). Review Literatur Tentang Analisis Kepuasan Layanan dengan Pendekatan Servqual dan IPA. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[7] Charolina Devi Oktaviana., I Nyoman Pramaita., Made Sudarma (2021), Literatur Review Penerapan Teknologi Informasi dan Metode Pengukuran Pada Audit Kepuasan Pelanggan. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[8] El-Adly, M. I. (2020). Modelling The Relationship Between Perceived Value, Customer Satisfaction, and Customer Loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
[9] I.P.S Almantara., M.Sudarma, I.B. A Swamardika (2021). Literatur Review Penilaian Tingkat Kepuasan Layanan Produk/Jasa dengan Metode Service Quality Model. Majalah Ilmiah Teknologi Elektro, Vol. 20, No. 2, Juli - Desember 2021. Magister Teknik Elektro Universitas Udayana
[10] Chatzoglou, P., Chatzoudes, D., Vraimaki, E., & Leivaditou, E. (2014). Measuring Citizen Satisfaction Using the SERVQUAL Approach: The Case of the Hellenic Post. Procedia Economics and Finance 9, 349-360.
[11] Heri Irawan., M.Thaib Hasan (2021). Pemodelan Menggunakan SEM untuk mengetahui Kepuasan dan Kepercayaan serta Loyalitas Pelanggan. Jurnal Teknologi Volume 13 No. 1 Januari 2021. Universitas Muhamadiyah Jakarta
[12] Fitriani Sutraya Lubis., Anissa Putri Rahhima (2019). Analisis Kepuasan Pelanggan dengan Metode Servqual dan Pendekatan Structural Equation Modelling (SEM) pada Perusahaan Jasa Pengiriman Barang di Wilayah Kota Pekanbaru. Jurnal Sains, Teknologi dan Industri, Vol. 16, No. 02, Desember 2019
[13] Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479
[14] Farooq, M. S., (2018). Impact of Service Quality on Customer Satisfaction in Malaysia Airlines. Journal of Air Transport Management, 67, 169-180
[15] Hendriana. (2017). Pengaruh Partisipasi Pelanggan dalam Membangun Brand Loyalty Produk Indihome Melalui Social Media.Fakultas Ekonomi dan Bisnis, Universitas Telkom Bandung
[16] Thaichon, P., Lobo, A., Quach, T. N. (2014). The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns. Journal of Retailing and Consumer Services, 21(6), 1047-1058.
[17] O. Ogiemwonyi, A. Harun, and A. Rahman,(2020) The Relationship between Service Quality Dimensions and Customer Satisfaction towards Hypermarket in Malaysia, Vol. 24, no. 05, pp. 2062–2071, 2020, doi: 10.37200/IJPR/V24I5/PR201904.
[18] Fitriani Sutraya Lubis., Anissa Putri Rahhima (2019). Analisis Kepuasan Pelanggan dengan Metode Servqual dan Pendekatan Structural Equation Modelling (SEM) pada Perusahaan Jasa Pengiriman Barang di Wilayah Kota Pekanbaru. Jurnal Sains, Teknologi dan Industri, Vol. 16, No. 02, Desember 2019
[19] Hong, I. B., Cho, H. (2011). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31, 469-479
[20] Y. D. Putra, I. N. S. Kumara, N. W. S. Aryani dan I. B. A. Swamardika, (2021). Literature Review Analisis Kinerja SDM Menggunakan Metode Behaviorally Anchored Rating Scale (BARS), Majalah Ilmiah Teknologi Elektro, vol. 20, pp. 103-112, 2021.
[21] Zehir, C., Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427-443
[22] Al-Ansi, A (2019). Role of Halal-Friendly Destination Performances, Value, Satisfaction, and Trust. Journal of Destination Marketing & Management
[23] Sastradipraja, C. K., dan Barokah, (2020). Rancang Bangun Sistem Informasi Kualitas Layanan Terhadap Kepuasan Pasien Menggunakan Metode Customer Satisfaction Index, Jurnal Ilmiah Flash, vol. 6, hal: 16-27, Des. 2020.
[24] Ghozali, I. (2008). Struktural Equation Modeling Teori Konsep dan Aplikasi dengan Program LISREL 9.10. Semarang
[25] S. Hamidani, V. Amalia dan J. Agustin, (2020) Sistem Pengukuran Kualitas Layanan Menggunakan Metode Serqual, Jurnal Ilmiah Binary STMIK Bina Nusantara Jaya, vol. 2, pp. 1-7, 2020.
[26] Arindita, A. R (2011). Pengaruh Kualitas Pelayanan Terhadap Citra Perusahaan Di Olimart PL Wina Wira Usaha. Jurnal UWM.
[27] Zakheus Putlely, Yoppy Andry Lesnussa (2021). Structural Equation Modeling (SEM) untuk Mengukur Pengaruh Pelayanan, Harga, dan Keselamatan terhadap Tingkat Kepuasan Pengguna Jasa Angkutan Umum Selama Pandemi Covid-19 di Kota Ambon. Indonesian Journal of Applied Statistics Volume 4 No. 1 May 2021
[28] Rihon Prihans Pamungkas., Wiwik Sulistyowati (2022) Analisis Kepuasan Pelanggan Gojek Di Pandaan Menggunakan Metode Structural Equation Modelling (SEM). Seminar Nasional Inovasi Teknologi UN PGRI Kediri, 23 Juli 2022
[29] Kasmawati., Abdiel Khaleil Akmal., (2022) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Structural Equation Modeling Partial Least Square pada PT. XYZ. Jurnal Optimalisasi Vol. 8, No. 1, April 2022. Fakultas Teknik, Universitas Teuku Umar
[30] Yao, T., Qiu, Q., & Wei, Y. (2019). Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees. International Journal of Hospitality Management, 76, 1-8
[31] D. Vanesa, F. Firman, H. A. Mesta, (2020). Analisis Peningkatan Kualitas Pelayanan Pasien Menggunakan Metode Servqual Dan Importance Performance Analysis (IPA), Jurnal Kajian Manajemen Dan Wirausaha, Vol. 2, No. 1, P. 28, 2020.
Published
2023-06-05
How to Cite
KARDIYASA, Komang Agus Putra; HARTATI, Rukmi Sari; DIPAYANA, Yoga.
The Antecedent of Customer Satisfaction towards to Attitudinal Loyalty and Behavioural Loyalty (Study at Customers of PT. Telkom Indonesia Witel Denpasar).
Majalah Ilmiah Teknologi Elektro, [S.l.], v. 22, n. 1, p. 95-102, june 2023.
ISSN 2503-2372.
Available at: <https://ojs.unud.ac.id/index.php/mite/article/view/96494>. Date accessed: 19 nov. 2024.
doi: https://doi.org/10.24843/MITE.2023.v22i01.P12.
Section
Articles
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License
