Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal EQIEN - JURNAL EKONOMI DAN BISNIS
Yudha, R. Thomas Budhyawan
Unknown Affiliation
Decision Sciences, Operations Research & Management

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Influence Of Service Failure Severity On Brand Forgiveness Study On Telkomsel Users Mulyawan, Sarah Anjani; Yudha, R. Thomas Budhyawan; Komaladewi, Rita; Kaltum, Umi
Eqien - Jurnal Ekonomi dan Bisnis Vol 13 No 03 (2024): Eqien Journal Of Economics and Business
Publisher : Fakultas Ekonomi dan Bisnis Universitas Islam DR KH EZ Mutaqien

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34308/eqien.v13i03.1825

Abstract

The aims of this study are: (1) To determine the service failure severity from internet network issues according to Telkomsel users; (2) To determine the influence of service failure severity from internet network issues on brand forgiveness of Telkomsel users; and (3) To determine the influence of service failure severity from internet network issues on each brand forgiveness dimension of telkomsel users. The study used an online survey to collect data. The sample size for this study was 100 respondents. Data analysis was conducted using mean analysis and PLS-SEM. Research Findings: The study findings indicate that: (1) the service failure severity from internet network issues, according to Telkomsel users, is categorized as high; (2) the service failure severity from internet network issues has a significant negative influence on the brand forgiveness of Telkomsel users; (3) the service failure severity from internet network issues has a significant negative influence on each brand forgiveness dimension (cognitive, affective, behavioral) of Telkomsel users. This study simplifies the research conducted by Alnawas et al. (2023) by focusing only on two main variables, service failure severity and brand forgiveness, in order to provide a more focused and in-depth understanding of the relationship between severity of service failure and brand forgiveness
Co-Authors Kaltum, Umi Komaladewi, Rita Mulyawan, Sarah Anjani