Cut to the chase: does service quality or customer satisfaction effectively improve customer loyalty in the internet provider industry?
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Abstract
This study examines the influence of service quality and customer satisfaction on customer loyalty at PT. Telkom Indonesia's Ternate branch. Utilizing a quantitative approach, data were collected through a closed questionnaire from 70 customers who had directly interacted with Telkom’s services. The data were analyzed using descriptive methods and SmartPLS to explore the relationships between service quality, customer satisfaction, and customer loyalty. The results indicate that tangible and reliable aspects of service quality significantly enhance customer loyalty, while responsiveness does not have a notable effect. Additionally, customer satisfaction does not significantly influence loyalty and does not mediate the relationship between service quality and loyalty. These findings suggest that Telkom Ternate should prioritize improving tangible and reliable service dimensions to boost customer loyalty. This research offers practical insights for service improvement strategies to strengthen customer retention
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How to Cite
Djunaidy, N. F. C. . and Darmawan, B. A. . (2024) “Cut to the chase: does service quality or customer satisfaction effectively improve customer loyalty in the internet provider industry? ”, Jurnal Mantik, 8(3), pp. 1456-1463. doi: 10.35335/mantik.v8i3.5682.
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Sekaran, U., & Bougie, R. (2016). Research methods for business?: a skill-building approach (Seventh). John Wiley & Sons Ltd. www.wileypluslearningspace.com
Septianna, A., Ratnasari, S., Wijaya, A., & Yeniyati, P. (2022). RELATION BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: DOES IT MATCH WITH UNIVERSITY VALUES. SIMAK, 18(02), 287–297.
Singh, K. (2020). Importance of Customer Loyalty in Telecommunication Sector. International Journal of Applied Research in Management and Economics.
Srivastava, M., & Rai, A. K. (2014). An investigation into service quality–customer loyalty relationship: the moderating influences. Springer, 41(1), 11–31. https://doi.org/10.1007/s40622-014-0025-5
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
Thangeda, R., Kumar, N., & Majhi, R. (2024). A neural network-based predictive decision model for customer retention in the telecommunication sector. Technological Forecasting and Social Change, 202. https://doi.org/10.1016/j.techfore.2024.123250
Titan, G. R. D., & Suasana, I. G. A. K. G. (2023). The Role of Satisfaction as Mediator of the Effect of Service Quality on Customer Loyalty. International Journal of Asian Business and Management, 2(4), 513–526. https://doi.org/10.55927/ijabm.v2i4.5626
Wantara, P. (2015). International Journal of Economics and Financial Issues The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5, 10–11. http:www.econjournals.com
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.842141
Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110–130. https://doi.org/10.1108/JHTI-06-2021-0141
Ashiq, R., & Hussain, A. (2024). Exploring the effects of e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics. https://doi.org/10.1108/jebde-09-2023-0019
Aulijaa, A., Sasmita, E. M., & Sari, B. (2020). PENGARUH BAURAN PROMOSI, HARGA, DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN INDIHOME PT. TELKOM INDONESIA, JAKARTA TIMUR. Jurnal IKRA-ITH Ekonomika, 3(1). https://scholar.google.co.id/citations?hl=id&user=xbvESr4AAAAJ
De Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 65(4), 33–50. https://doi.org/10.1509/jmkg.65.4.33.18386
Dimaro, M. E. (2023). Service Quality for Customers’ Satisfaction: A Literature Review. European Modern Studies Journal, 7(1).
Djunaid, A. (2023). THE EFFECT OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION. Jurnal Penelitian Ilmu Manajemen (JPIM), 9(1). https://jurnalekonomi.unisla.ac.id/index.php/jpim
Hadiati, S., & Ruci, S. (1999). Analisis Kinerja Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Telkomsel Malang Area. Jurnal Manajemen Dan Kewirausahaan, 1(1), 56–64. http://puslit.petra.ac.id/journals/management/56
Hair, J. F. , Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) Third Edition (Third). SAGE Publications, Inc.
Kaura, V., Durga Prasad, Ch. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management, 16th edition (16th ed.). Pearson Education, Inc.
Kuswibowo, C., & Tyasti, A. E. (2023). The Impact of Product Quality and Service Quality on Client Loyalty and Its Effect on Purchase Decision. International Journal of Integrative Sciences, 2(8), 1307–1318. https://doi.org/10.55927/ijis.v2i8.5763
Mahmood, A., Luqman, M., Rana, T., & Kanwal, S. (2018). Relationship between Service Quality, Customer Loyalty and Customer Satisfaction. In The Lahore Journal of Business (Vol. 6, Issue 2).
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540–556. https://doi.org/10.1108/IJBM-11-2016-0164
Moreira, A. C., Da Silva, P. M. F., & Ferreira Moutinho, V. M. (2017). The Effects of Brand Experiences on Quality, Satisfaction and Loyalty: An Empirical Study in the Telecommunications Multiple-play Service Market. Innovar, 27(64), 23–38. https://doi.org/10.15446/innovar.v27n64.62366
Phi, H. D., & Huong, D. P. (2023). Effect of Service Quality on Customer Loyalty: the Mediation of Customer Satisfaction, and Corporate Reputation in Banking Industry. Eurasian Journal of Business and Management, 11(1), 1–16. https://doi.org/10.15604/ejbm.2023.11.01.001
Ramya, N., Kowsalay, A., & Dharanipriya, K. (2019). SERVICE QUALITY AND ITS DIMENSIONS. EPRA International Journal of Research & Development (IJRD), 4. https://www.researchgate.net/publication/333058377
Rane, N., Achari, A., & Choudhary, S. P. (2023). ENHANCING CUSTOMER LOYALTY THROUGH QUALITY OF SERVICE: EFFECTIVE STRATEGIES TO IMPROVE CUSTOMER SATISFACTION, EXPERIENCE, RELATIONSHIP, AND ENGAGEMENT. International Research Journal of Modernization in Engineering Technology and Science. https://doi.org/10.56726/irjmets38104
Safi, Dr. F. O. D., & Alagha, Dr. M. S. (2020). The Relationship Between Service Quality And Customer Satisfaction. International Journal of Scientific and Research Publications (IJSRP), 10(8), 767–787. https://doi.org/10.29322/ijsrp.10.08.2020.p10497
Scherrer, S., Tabaeiaghdaei, S., & Perrig, A. (2023). Quality competition among internet service providers. Performance Evaluation, 162. https://doi.org/10.1016/j.peva.2023.102375
Sekaran, U., & Bougie, R. (2016). Research methods for business?: a skill-building approach (Seventh). John Wiley & Sons Ltd. www.wileypluslearningspace.com
Septianna, A., Ratnasari, S., Wijaya, A., & Yeniyati, P. (2022). RELATION BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: DOES IT MATCH WITH UNIVERSITY VALUES. SIMAK, 18(02), 287–297.
Singh, K. (2020). Importance of Customer Loyalty in Telecommunication Sector. International Journal of Applied Research in Management and Economics.
Srivastava, M., & Rai, A. K. (2014). An investigation into service quality–customer loyalty relationship: the moderating influences. Springer, 41(1), 11–31. https://doi.org/10.1007/s40622-014-0025-5
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – a factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
Thangeda, R., Kumar, N., & Majhi, R. (2024). A neural network-based predictive decision model for customer retention in the telecommunication sector. Technological Forecasting and Social Change, 202. https://doi.org/10.1016/j.techfore.2024.123250
Titan, G. R. D., & Suasana, I. G. A. K. G. (2023). The Role of Satisfaction as Mediator of the Effect of Service Quality on Customer Loyalty. International Journal of Asian Business and Management, 2(4), 513–526. https://doi.org/10.55927/ijabm.v2i4.5626
Wantara, P. (2015). International Journal of Economics and Financial Issues The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5, 10–11. http:www.econjournals.com
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.842141
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