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Rizky Eka Febriansah
Universitas Muhammadiyah Sidoarjo
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Journal : JOURNAL OF ECONOMICS EDUCATION AND ENTREPRENEURSHIP

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The Influence of Brand Image, Switching Barrier, and Perceived Quality on Customer Loyalty of Telkomsel Users in Sidoarjo Maulana, Farid Raditya; Febriansah, Rizky Eka; Prapanca, Detak
Journal of Economics Education and Entrepreneurship Vol 6, No 3 (2025): JEE, DECEMBER 2025
Publisher : Program Studi Pendidikan Ekonomi FKIP Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/jee.v6i3.14992

Abstract

This study aims to analyze the effect of brand image, switching barriers, and perceived quality on customer loyalty among Telkomsel users in Sidoarjo. This study employs a quantitative approach involving 100 respondents selected through purposive sampling. Data were collected through questionnaires and analyzed using SPSS 26. Various statistical tests were conducted, including validity, reliability, normality, multicollinearity, heteroscedasticity, multiple linear regression, coefficient of determination (R²) test, and partial test (t-test). The results indicate that the three independent variables have a significant effect on customer loyalty. Switching barriers play the most crucial role as they prevent customers from changing providers. Perceived quality, particularly in terms of network reliability and service excellence, strengthens customer commitment. Meanwhile, brand image serves as a key factor in shaping customer perceptions but has a relatively lower impact. This study concludes that an integrated strategic approach is necessary to enhance customer loyalty, including reinforcing switching barriers, improving perceived quality, and maintaining a strong brand image. These findings offer insights for telecommunications companies to remain competitive in a dynamic market.
Co-Authors Agustin, Adetya Dwi Agustine, Rilla Aisha Hanif Alfiansyah , Yusril Nur Alshaf Pebrianggara Alshaf Pebrianggara Ananda Putri Sodikin Ardiansyah, Bayu Auwalina, Roudlotul Bayu Hari Prasojo Cantika Yulianing Tyas Chusnah, Yunia Najachatul Citrawati, Fonny Dwi Damara, Yuniar Sekar Detak Prapanca Dewi Andriani Dewi Komala Sari Dina Mayangsari Dini Anjarwani Dwi Nurita Eny Maryanti Fadhliyah, Putri Nazilatul Fadila Putri Aisya Ramadhini Fahruddin, Redhi Farika Rizqi Amalia Febiantika, Tivani Nadia Ferry Irawan, Gusti Elang Firmansyah, Amirul Zidan Hadiah Fitriyah Hariasih , Misti Hibah, Amirah Najchan Hidayatullah , Muhammad Syafiq Hikmah, Krisila Arini Izzati, Alisya Maghfiroh Khoironi, Affan Kumara Adji Kusuma Lilik Indayani M Fariz Rifai Macella, Sherina Ariesty Maulana, Farid Raditya Meiliza, Dewi Ratiwi Misti Hariasih Mochamad Rizal Yulianto Moh. Bachrul Rizki Moh. Bachrul Rizki Muazaroh, Nailahtul Muhammad Agus Muljanto Muhammad Yani, Muhammad Mukhammad Aditya Firdaus Mukhammad Ariya Alamsha Naily Fitria Faroha Ningtias, Riska Putri Ayu Novi Rosita Anggraeni nuzulaturrayhan, muhammad Rachmawati, Errina Rahayu, Ajeng Rahmadani, Diah Rifai, M Fariz Rio Chandra, Rio Roni, Mochammad Noval Nur Rosdiana, Monica Sadilah, Ainun Safinska, Syawala Putri Septiarni Mar'atus Sholichah Sevya Dwi Gita Nurani Sodikin, Ananda Putri Sriyono Sriyono Sumartik Supardi Supardi Supardi Supardi Supardi Umami, Nur Reza Vera Firdaus Vernanda Suyono Putri Wahyuningtyas, Tria Wardha Hani Aulia Yulianto, Moch Rizal Yunita Wulandari Zuhroh, Siti