Petra International journal of Business Studies (IJBS)
Vol. 7 No. 1 (2024): JUNE 2024

Assessing the Impact of Pricing, Service, and Product Quality on Telkomsel Customer Loyalty

Marchela Indah Atrisia (Universitas Islam Syekh-Yusuf)
Budiastuti Fatkar (Universitas Islam Syekh-Yusuf)
Ana Tiara (Universitas Islam Syekh-Yusuf)
Sherly Astuti (Università degli Studi di Pavia)



Article Info

Publish Date
15 Jun 2024

Abstract

Amidst ongoing economic development and rapid technological progress, businesses face the challenge of not solely focusing on sales to ensure profitability. Internet service providers, in particular, Telkomsel, must deliver exceptional services to thrive in a competitive landscape and maximize profits. This study examines the influence of pricing, service quality, and product quality on customer loyalty towards Telkomsel products, focusing on 8th semester students of the Faculty of Economics and Business at Islamic University Sheikh - Yusuf Tangerang. Employing a descriptive quantitative approach, data were gathered from 80 respondents through purposive sampling and distributed via Google Forms. Multiple linear regression analysis was utilized to test the relationship between the variables, with further examination through t-test, F-test, and coefficient of determination analysis. The findings indicate a positive and significant relationship between price, service quality, product quality, and customer loyalty. Moreover, the coefficient of determination analysis confirms that these factors collectively contribute to customer loyalty. Thus, the study concludes that price, service quality, and product quality significantly influence customer loyalty toward Telkomsel products.

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Journal Info

Abbrev

ijbs

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Petra IJBS (Petra International Journal of Business Studies, ISSN: 2621-6426) is a peer-reviewed journal published under the Master of Management program, Faculty of Economics, Petra Christian University (MM FE UKP). The journal serves as a vessel for exchanging business knowledge to scholars and ...