The Determinants of Customer Loyalty for Telecommunication Provider

  • Ramadania . Departement of Management, Faculty of Economics and Business University of Tanjungpura, Indonesia.
  • Melyanti Theresia Departement of Management, Faculty of Economics and Business University of Tanjungpura, Indonesia.
  • Isfenty Sadalia Departement of Management, Faculty of Economics and Business University of Sumatera Utara, Indonesia.
Keywords: Service Quality, Customer Satisfaction, Switching Cost, Customer Loyalty, Telecommunication.

Abstract

Telecommunication has become an inseparable element in human life. As the advancement of technology, the numbers of service provider have risen in order to support a better telecommunication. To retain its customers, certainly the telecommunication provider should have loyal customers. Three variables have been chosen to determine the customer loyalty, namely service quality, customer satisfaction, and switching costs. This study proves that service quality has a positive influence on loyalty through intermediary from customer satisfaction. It is also found that switching cost also has a positive influence on loyalty. Telkomsel suggested to create attractive programs to maintaining service quality, customer satisfaction and switching cost for its customers. These efforts are attempts to build customer loyalty.

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Published
2018-03-04
How to Cite
., R., Theresia, M., & Sadalia, I. (2018). The Determinants of Customer Loyalty for Telecommunication Provider. Journal of Research in Business, Economics and Management, 10(3), 1918-1931. Retrieved from http://scitecresearch.com/journals/index.php/jrbem/article/view/1435
Section
Articles