Authors :
Martua Andreas Simanjuntak; Dendi Anggi Gumilang
Volume/Issue :
Volume 8 - 2023, Issue 8 - August
Google Scholar :
https://bit.ly/3TmGbDi
Scribd :
https://tinyurl.com/2u4uc6a6
DOI :
https://doi.org/10.5281/zenodo.8311237
Abstract :
Indonesians aged 16 to 64 spend an average of
5.7 hours per day using a mobile cellular device to access
the internet. This research aims toinvestigate the effect of
price perception and service quality on customer
satisfaction and its impact to customer loyalty Telkomsel
prepaid mobile internet usersin Bogor, Indonesia. Data
were collected using a quantitative descriptive research
methodology. The data analysis technique used was
Structural Equation Modeling - Partial Least Squares
(SEM-PLS). This study's demographic consists of users
in the Bogor area who access the internet using
Telkomsel prepaid mobile cellular device cards. The
sampling method used was purposive sampling, with a
sample size of 119 respondents. The study's findings
support all hypotheses, indicating that price perception,
service quality, and customer satisfaction have a positive
and significant impact oncustomer loyalty. Furthermore,
customer satisfaction mediates the relationship between
price perception, service quality, and customer loyalty
towards Telkomsel.
Keywords :
Price Perception; Service Quality; Customer Satisfaction ; Customer Loyalty
Indonesians aged 16 to 64 spend an average of
5.7 hours per day using a mobile cellular device to access
the internet. This research aims toinvestigate the effect of
price perception and service quality on customer
satisfaction and its impact to customer loyalty Telkomsel
prepaid mobile internet usersin Bogor, Indonesia. Data
were collected using a quantitative descriptive research
methodology. The data analysis technique used was
Structural Equation Modeling - Partial Least Squares
(SEM-PLS). This study's demographic consists of users
in the Bogor area who access the internet using
Telkomsel prepaid mobile cellular device cards. The
sampling method used was purposive sampling, with a
sample size of 119 respondents. The study's findings
support all hypotheses, indicating that price perception,
service quality, and customer satisfaction have a positive
and significant impact oncustomer loyalty. Furthermore,
customer satisfaction mediates the relationship between
price perception, service quality, and customer loyalty
towards Telkomsel.
Keywords :
Price Perception; Service Quality; Customer Satisfaction ; Customer Loyalty
