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All Journal Jurnal Kompetitif Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS) International Journal of Management and Business Economics Equivalent : Journal of Economic, Accounting and Management Bersama : Jurnal Pengabdian Masyarakat Jurnal EKOBIS (Kajian Ekonomi dan Bisnis) Jurnal Integritas Serasan Sekundang
Frecilia Nanda Melvani
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Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Journal : Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS)

 1 
THE INFLUENCE OF CUSTOMER EXPERIENCE AND TRUST ON CUSTOMER LOYALTY IN PT. TELKOM INDONESIA INDIHOME PRODUCTS Yolanda Veybitha; Muhni Pamuji; Frecilia Nanda Melvani; Sari Sakarina; Kusminaini Armin; Yoga Abdy Baihaqi
Jurnal Ilmiah Akuntansi, Manajemen dan Ekonomi Islam (JAM-EKIS) Vol. 8 No. 2 (2025): Jurnal Ilmiah Akuntansi, Manajemen, dan Ekonomi Islam (JAM-EKIS)
Publisher : Universitas Muhammadiyah Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36085/jamekis.v8i2.8565

Abstract

IndiHome is a home internet service from Telkomsel that provides internet connection, landline telephone, and interactive TV (IPTV) in one package. Previously owned by PT Telkom Indonesia, IndiHome is now managed by Telkomsel. IndiHome offers a variety of package options with different internet speeds, as well as additional services such as wifi.id seamless and others. This study aims to measure the influence of customer experience and trust variables on customer loyalty. The population in this study was Indihome customers in the city of Palembang in 2024 as many as 11,883, while the sample taken was 99 respondents. This study is quantitative, data was obtained by distributing questionnaires and processed using the SPSS program. The results of the study showed that customer experience and trust variables have a significant effect both simultaneously and partially on customer loyalty. For future research, external variables can be included and the research model can be modified by using mediating variables.
Co-Authors Aida Rakhmawati Dian Septianti Dina Rossi Utami Ellen Sumiarni Kusminaini Armin Meti Zuliyana Muhni Pamuji, Muhni Nyayu Khairani pascar wilmar, muamar Rindy Tara Armareta Riri Hanifa Royda Sakarina, Sari Sari Sakarina Sasiska Rani Utami, Dinarossi Venny Mayasari Veybitha, Yolanda Yoga Abdy Baihaqi Yolanda Veybitha