Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI 2020, 14-16 September 2020, Bogor, West Java, Indonesia

Research Article

Impact Mobile Service Quality, Switching Cost Financial, Procedural and Relational to Satisfaction and Loyalty

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  • @INPROCEEDINGS{10.4108/eai.14-9-2020.2304369,
        author={Faiq  Ulfi and Maya  Ariyanti},
        title={Impact Mobile Service Quality, Switching Cost Financial, Procedural and Relational to Satisfaction and Loyalty},
        proceedings={Proceedings of the 1st International Conference on Sustainable Management and Innovation, ICoSMI 2020, 14-16 September 2020, Bogor, West Java, Indonesia},
        publisher={EAI},
        proceedings_a={ICOSMI},
        year={2021},
        month={5},
        keywords={mobile service quality switching cost satisfaction loyalty churn rate},
        doi={10.4108/eai.14-9-2020.2304369}
    }
    
  • Faiq Ulfi
    Maya Ariyanti
    Year: 2021
    Impact Mobile Service Quality, Switching Cost Financial, Procedural and Relational to Satisfaction and Loyalty
    ICOSMI
    EAI
    DOI: 10.4108/eai.14-9-2020.2304369
Faiq Ulfi1,*, Maya Ariyanti1
  • 1: Telkom University
*Contact email: faiqulfi07@gmail.com

Abstract

Competition in the telecommunications industry in retaining and acquiring customers is very important in supporting the company's revenue. This is closely related to the churn value of the company. This study aims to investigate whether factors such as mobile service, switching costs financial, procedural & relational affect on customer satisfaction and loyalty as an indicator of service in improving company churn. This study uses data churn, number of customers, number of network services for the 2018 period from the telco company. The technique in sampling uses nonprobability -purposive sampling. The number of samples are 120 respondents. This study proves that mobile service, switching costs financially and relational positive effect. but procedural have negative effect on customer satisfaction and loyalty of telco company.