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Wenny Pebrianti
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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 AHMADI Al Vayyed Shalatar Barqah Djus Ana Fitriana Anggriani, Yeni Anwar Azazi Aqsa, Daffa Fernanda Ardiansyah, Fito Arman Jaya Arweni, Arweni Astrella Callista Putri Raharjo Aulia, Mujahida Baras, Theresa Putri Yunita Barkah Barkah Barkah Barkah, Barkah Bintoro Bagus Purmono Cahyadi, Muhammad Byan Farreldipo Dewi Erna Listiana Erna Listiana Fahruna, Yulyanti Fiola Okta Ningtias Fransiska, Helen Giriati, Giriati H, Heriyadi Hamsyi, Nur Fitriana Helma Malini, Helma Heriyadi Heriyadi, Heriyadi Ikram Yakin J, Junaidi Juliani, Harisa Juniwati Juniwati Juniwati Kamaaluddin, Kamaaluddin Kamesywara, Saskia Farrasdita Kautsar, Gandhy Muhamad Levina, Widya Listyanti, Anindita Ayu M. Irfani Hendri Maghribi, Rizqi Mazayatul Mufrihah B11212091 Meydiawati, Meydiawati Miranda, Fina Mochammad Imron Awalludin Muhammad Afif Muhammad Awal Mustarudin, Mustarudin Nursabilla, Resti Pamungkas, Angga Suda Pricilla, Maria Olivia Priskila, Priskila Purmono, Bintoro Bagus Purnomo, Bintoro Bagus Rahayu, Ratna Bhanuwati Rahmadi, Nizar Ramadania Ramadania Ramadania, Ramadania Ratnawati Ratnawati Ricky Martin Romanisti, Shemma Anggia Rusik, Magdalena Polonia S, Syahbandi Saputra, Egi Sartika, Fiona Sigit Ardi Saputra Suwandi, Della Syahbandi Syahbandi Tesa Lonika Titik Rosnani Trisnawati, Weni Uray Ndaru Mustika Vanessa, Vivian Yuwinda, Risa