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All Journal Jurnal Algoritma Jurnal Teknologi Informasi dan Ilmu Komputer JAIS (Journal of Applied Intelligent System) CESS (Journal of Computer Engineering, System and Science) Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Proaksi Jurnal E-Bis: Ekonomi Bisnis Jurnal Akuntansi dan Keuangan ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING Journal of Management and Digital Business Jurnal Algoritma Malcom: Indonesian Journal of Machine Learning and Computer Science Literacy : International Scientific Journals of Social, Education, Humanities Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Teknologi Informasi RISTEC : Research in Information Systems and Technology Journal of Knowledge Management Jurnal Pengabdian Masyarakat
Fikri Fahru Roji
Universitas Garut
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : ARBITRASE: JOURNAL OF ECONOMICS AND ACCOUNTING

 1 
Loyalitas Pengguna Aplikasi MyTelkomsel: Determinasi Kepuasan dan Kepercayaan Berbasis Customer Lifetime Value (CLV) Rendi Eka Herlinton; Rohimat Nurhasan; Fikri Fahru Roji
ARBITRASE: Journal of Economics and Accounting Vol. 6 No. 1 (2025): July 2025
Publisher : Forum Kerjasama Pendidikan Tinggi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/arbitrase.v6i1.2544

Abstract

This study aims to examine the influence of satisfaction and trust on Customer Lifetime Value (CLV) among users of the MyTelkomsel application. The research is motivated by the low level of user loyalty, despite the company’s efforts to introduce various digital features designed to enhance customer engagement. In the face of increasingly competitive digital service markets, understanding the key drivers of loyalty is essential. Employing a quantitative approach with an explanatory design, the study involved 100 purposively selected active users of the application. Data were collected through an online questionnaire using a four-point Likert scale and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that both satisfaction and trust have a significant positive effect on CLV, highlighting the importance of delivering a pleasant user experience and maintaining trust in the application's reliability to foster long-term loyalty. This research contributes to the theoretical framework of value-based loyalty and offers practical implications for telecommunications companies in developing adaptive relational marketing strategies in the digital era.
Co-Authors AA Sudharmawan, AA Abdi Ilahi, Pyar Abdul Latip, Abdul Alkautsar, Muslim Almaiddah, Syinta Anggraeni, Windi Ariesti Apriliya Nuraini, Raden Putri Ardiani, Kamila Syifa Ariesti Anggraeni, Windi Arifah Nursadrina, Raisya Asri Mulyani Bekti, Surya Garian Cahyan, Yayan Dede Hendrik Dendi Ramdani Dewi Tresnawati Dinar Rahayu Dinar Rahayu Diqy Fakhrun Shiddieq Eri Satria Fakhrun Shiddieq, Diqy Fatimah, Nyinyi Ferdian Imawan Ghaida Farisya Gia Ginasta, Nava Hasbi S, Muhamad Hendrik, Dede Indri Tri Julianto Insani, Aura Krisnawanti Kusmiati, Eti Lusiana Nur Safitri Marchella, Amanda Mega Silvia Moch. Rizky Cahyadiputra Muslim Alkautsar Nava Gia Ginasta Novianti, Dea Nurmastin Nurhasan, Rohimat Permatasari, Rd Intan Puspita, Evi Putri Sukmana, Reinta Rahayu, Dinar Rahma Dianti, Ahrami Rahmawati . Ramdan, Galih Muhammad Rendi Eka Herlinton Ridian Gusdiana Ridwan Fauzi, Muhamad Ridwan Setiawan Ridwan Setiawan Rizkia, Agnia Suci Rohanudin, Muhammad Sabda Ilahi, Perceka Sabilul Muminin, Riyad Sabrina, Siti Sarah Salamah, Susi Salamatuddaroen, Intan Salman Fariz SALSABILA, ANNISA Shiddied, Diqy Fahrun Shiddieq , Diqy Fakhrun Shiddieq, Diqy Fakhrun Siti Nurhasanah Suci Lestari Susilawati , Wati Taofiqurrohman, Hendra Utami, Wulan Sri Wati Susilawati, Wati Wildan Hidayatul Hamdi Wufron Wufron Yaman Suryaman, Yaman