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All Journal Jurnal MEKANIKAL Equator Journal of Management and Entrepreneurship Jurnal Ekonomi, Bisnis dan Kewirausahaan (JEBIK) EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Alhadharah: Jurnal Ilmu Dakwah JMM (Jurnal Masyarakat Mandiri) Journal Of Management Science (JMAS) International Journal of Economics, Business and Accounting Research (IJEBAR) eCo-Buss Journal of Enterprise and Development (JED) Jurnal Kajian Gender dan Anak Enrichment : Journal of Management Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Al-Irsyad: Jurnal Bimbingan Konseling Islam Studi Ilmu Manajemen dan Organisasi MANAJERIAL: Jurnal Inovasi Manajemen dan Supervisi Pendidikan Alhadharah: Jurnal Ilmu Dakwah JUANGA: Jurnal Agama dan Ilmu Pengetahuan eCo-Fin Jurnal Ilmiah Manajemen, Bisnis dan Kewirausahaan JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Journal of Management and Digital Business Jurnal Ilmu Manajemen Mulawarman (JIMM) JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Bisnis dan Kewirausahaan AGROTEKBIS: Jurnal Ilmu Pertanian Jurnal Multidisiplin Indonesian Journal of Electronics, Electromedical Engineering, and Medical Informatics Jurnal Ilmu Kesehatan dan Psikologi Journal of Primary Education Ulil Albab Primary Journal of Multidisciplinary Research
Heriyadi, Heriyadi
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Journal : Primary Journal of Multidisciplinary Research

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Pengaruh Kualitas Panggilan Seluler dan Nilai Ekonomis terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Mediasi (Studi pada Pembelian Produk Telkomsel Prabayar Simpati di Pontianak) Saputra, Egi; Ramadania, Ramadania; Heriyadi, Heriyadi; Pebrianti, Wenny
Primary Journal of Multidisciplinary Research Vol. 1 No. 3 (2025): Primary Journal of Multidisciplinary Research, June 2025
Publisher : Lembaga Publikasi Ilmiah Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70716/pjmr.v1i3.197

Abstract

Telkomsel is recognized as a leading telecommunications network in Indonesia. However, some customers continue to express concerns about network quality not always meeting expectations and service rates perceived as relatively high. As one of the largest transmission service providers in Indonesia, Telkomsel serves a customer base of approximately 169.2 million. The company offers a prepaid starter card, Simpati, designed to meet various user needs. This study aims to analyze the influence of Mobile Call Quality and Value for Money on Customer Satisfaction and its impact on Customer Loyalty among Simpati users. The research is motivated by the importance of service quality and perceived value in maintaining customer satisfaction and loyalty in the highly competitive telecommunications industry. Data were collected from 200 respondents who are active Telkomsel prepaid users, specifically of the Simpati product, using purposive sampling. Data analysis was conducted using SmartPLS 4 software with a Structural Equation Modeling (SEM) approach based on Partial Least Squares. The results show that both Mobile Call Quality and Value for Money significantly influence Customer Satisfaction, which in turn positively affects Customer Loyalty. These findings offer strategic implications for Telkomsel, particularly regarding the Simpati product, in managing service quality and perceived value to retain long-term customers.
Co-Authors Ahmad Salahuddin Ahmad Shalahuddin, Ahmad Ahmad Suriansyah AHMADI Al Vayyed Shalatar Barqah Djus Al-Idrus, Fatimah Azzhara Amelia, Fadillah Rizky Ana Fitriana Anwar Azazi Ardiansyah, Fito Astrella Callista Putri Raharjo Astuti, Rindi Aulia Suhesty Azhar Baras, Theresa Putri Yunita Barkah, Barkah Cahyadi, Muhammad Byan Farreldipo Daniel Happy Putra Daud, Ilzar Endah Mayasari Erna Listiana Giriati, Giriati Goyovi, Julia Hamzan Wadi Hamzanwadi Handayani, Sri Hanifah Rahmi Fajrin, Hanifah Rahmi Helma Malini Helma Malini, Helma Ikram Yakin Iqbal*, Muhammad Juliani, Harisa Juniwati Juniwati Kalis, Maria Christiana Iman Kamaaluddin, Kamaaluddin Karsim, Karsim Khairil Anwar Kusmiran, Ari Hardi Lay, Nico Yudhinata M. Irfani Hendri Maria Christiana Iman Kalis Maria Magdalena Meliani, Azzalia Miranti Rasyid Moch. Iqbal, Moch. Muchsin Muchsin Muh Ali Bagas Muhammad Afif Muhammad Iqbal Mustika, Uray Ndaru Mu`az, Lalu Nur Alam Nur Ikhsanida, Zhackya Oktavianto, Angga Pamungkas, Angga Suda Pane, Gina Sonya Pardede, Kaleb El Nusa Pramana Saputra Pricilla, Maria Olivia Priskila, Priskila Purmono, Bintoro Bagus Putri, Yuliani Alfiani Villye Adriani Rahmi, Indriati Ramadania Ramadania, Ramadania Rizani Ramadhan Riztika, Dheanisa Tri Robiansyah, Robiansyah Saputra, Egi Septian Palma Ariany Sulistiawan, Edi Sulistiowati Sulistiowati Syahbandi Syahbandi Syahputri, Anggraini Titik Rosnani Trisnawati, Weni Vanessa, Vivian Wendy Wenny Pebrianti Wisnu Kartika, Wisnu Wulansari, Dinda Marsela ZA, Saida Zainurossalamia