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All Journal Jurnal Ilmiah Manajemen "E M O R" Pendas : Jurnah Ilmiah Pendidikan Dasar Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Jurnal Logistik Indonesia Jurnal Komunitas: Jurnal Pengabidian Kepada Masyarakat JBMR: Journal of Business and Management Review Bengawan :Jurnal Pengabdian Masyarakat Analogi Jurnal Visualika
Prasetyo, Iwan
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences Other

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Journal : JBMR: Journal of Business and Management Review

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Building Customer Satisfaction and Loyalty By Increasing Service Innovation and Service Quality On Iot Control Center Customers Prasetyo, Iwan; Wahyuningtyas, Ratri
Journal of Business and Management Review Vol. 5 No. 7 (2024): (Issue-July)
Publisher : Profesional Muda Cendekia Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47153/jbmr.v5i7.993

Abstract

Research Aims: This study aims to examine the influence of service innovation and service quality on customer satisfaction at Telkomsel IOT Control Center and its impact on customer loyalty. Design/methodology/approach: This study is a quantitative research conducted using a sample of 200 accounts from the IOT control center. Data collection was carried out through questionnaire distribution. Data analysis was performed using the Structural Equation Modeling (SEM) technique, specifically Partial Least Squares (PLS). Research Findings: Findings of this research is that customer loyalty of Telkomsel IOT control center can be built through increasing customer satisfaction, which is formed by good service innovation and satisfying service quality. Therefore, in efforts to enhance customer loyalty, Telkomsel should create many service innovations and focus on service quality that can satisfy customers. Theoretical Contribution/Originality: In the effort to build customer loyalty, the development of service innovation and improvement of service quality need to be focused on customer satisfaction Keywords: customer loyalty, customer satisfaction, service innovation, service quality, IOT control center
Co-Authors Della Putri Lestari Faza, Iqbal Gunarti Septianawati Jasmine, Tamara Latifa Kafidzin, Rohmad Mirza, M. Navis Nanang Ari Utomo Rachma, Nur Ratri Wahyuningtyas Sekarningtyas, Hikmah Suyanto