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All Journal Gema Wiralodra Coopetition : Jurnal Ilmiah Manajemen
Simanjuntak, Ria Anggraini
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Economics, Econometrics & Finance Education Social Sciences Other

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Customer perceptions of mobile telecommunication providers in determining satisfaction and loyalty: focusing on college students Simanjuntak, Ria Anggraini
Gema Wiralodra Vol. 14 No. 3 (2023): Gema Wiralodra
Publisher : Universitas Wiralodra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31943/gw.v14i3.576

Abstract

The increased demand for mobile services drives increasingly fierce competition among mobile telecommunications providers in Indonesia. New promotional strategies are needed, and companies are advised to determine the target group of customers to collect objective and adequate information regarding their real needs, such as college students. Therefore, this study examines college students' perceptions of adopting mobile telecommunication provider services in Indonesia. This study especially explains the effects of customer perceptions regarding service quality, price fairness, and brand image on satisfaction that leads to customer loyalty. A total sample of 208 customers of the mobile telecommunication providers in Java Island were randomly selected for the study, and the data collected was analyzed with CB-SEM. The empirical results revealed a positive significant impact of customer perceptions of service quality, price fairness, and brand image on customer satisfaction. College students’ perception of price fairness has the largest significant positive influence on customer satisfaction and loyalty. The mediation mechanism analysis also confirms that customer satisfaction partially mediates between customer perceptions of service quality and brand image. This study suggests that mobile telecommunication providers in Indonesia develop superior pricing strategies to increase customer satisfaction, leading to customer loyalty.Customer Perception
Enhancing Risk Management Maturity in an Indonesian Government Organization: Strategic Approaches for Enterprise Risk Management Adoption Simanjuntak, Ria Anggraini; Premananto, Gancar Candra
Coopetition : Jurnal Ilmiah Manajemen Vol. 17 No. 1 (2026): Coopetition : Jurnal Ilmiah Manajemen
Publisher : Program Studi Magister Manajemen, Institut Manajemen Koperasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32670/hvgvj296

Abstract

This research aims to develop strategic recommendations to enhance the risk management maturity of XYZ, an Indonesian government organization in the process of implementing the Enterprise Risk Management (ERM) approach. A qualitative case study method is employed in this research. Findings from interviews and documentation reveal that XYZ still applies a traditional, non-comprehensive approach to risk management. The Risk Management Index (RMI) analysis identified sixteen key improvement areas, especially for organizations transitioning from traditional to ERM implementation. The proposed strategies include finalizing the ERM policy, integrating risk management performance indicators into the organization's strategic plan, activating the risk management structure, strengthening employees’ risk management competencies, and developing risk management automation.
Co-Authors Gancar Candra Premananto