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All Journal Journal of Contemporary Indonesian Islam (JCII)
Lilik Lestari
Universitas Malikussaleh
Religion Arts Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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The Influence Of Emotional Value, Functional Value, And Social Value On Customer Retention Among Smartfren Service Users In Lhokseumawe City, Aceh Province Lilik Lestari
Journal of Contemporary Indonesian Islam Vol. 5 No. 1 (2026): Journal of Contemporary Indonesian Islam
Publisher : Postgraduate Program UIN Sultanah Nahrasiyah Lhokseumawe

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47766/jcii.v5i1.7578

Abstract

This study aims to analyse the influence of emotional, functional, and social values on customer retention (study on Smarfre service users). Data for this study were collected through a survey using a questionnaire as a data collection instrument. The respondents in this study were 96 respondents from Lhokseumawe. This study uses a quantitative approach with multiple linear regression analysis using the Statistical Package for the Social Sciences (SPSS) software. The results of the study indicate that emotional value has a positive and significant effect on customer retention among Smartfren service users in Lhokseumawe City, functional value has a positive and significant effect on customer retention among Smartfren service users in Lhokseumawe City, and social value has a positive and significant effect on customer retention among Smartfren service users in Lhokseumawe City. Emotional, functional, and social values simultaneously influence customer retention.
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