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Management Science Research Journal
Published by PT Larva Wijaya Penerbit
ISSN : 28284216     EISSN : 28284216     DOI : https://dx.doi.org/10.56548/msr
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
The Journal of Management Science Research (MSR) is an International Journal which has committed to publishing empirical and theoretical research articles, that have a high impact on the management field as a whole. The journal encourages new ideas or new perspectives on existing research. The journal covers such areas as: Business / Management Organizational behaviours Human resource management Organizational theory Entrepreneurship Accounting or Finance Review Issues are published on February, May and October. These issues include widely read and widely cited collections of articles in the field of management and have become a major resource for management research. The Review Issues cover a broad range of topics from a wide range of academic disciplines, methodologies, and theoretical paradigms
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 132 Documents
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A The Influence of Price Perception and Service Quality on IndiHome Customer Satisfaction in Surabaya: A Quantitative Study of Customer Satisfaction in Digital Subscription Services Sulaicha; Pudjoprastyono, Hery
Management Science Research Journal Vol. 5 No. 1 (2026): FEBRUARY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i1.198

Abstract

The rapid development of information and communication technology has transformed internet access into an essential necessity for supporting daily activities in modern society. As dependence on internet services increases, customer evaluations of price fairness and service quality have become critical determinants of satisfaction. Despite its dominant position as a fiber-optic internet service provider in Indonesia, IndiHome continues to face customer complaints related to pricing policies and service performance. This study aims to examine the effect of price perception and service quality on customer satisfaction among IndiHome subscribers in Surabaya. The research data were collected through an online questionnaire distributed to 120 respondents who had prior experience using IndiHome services and resided in Surabaya. A quantitative research approach was employed, and data analysis was conducted using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that price perception has a negative and significant effect on customer satisfaction, suggesting that unfavorable price perceptions reduce satisfaction levels. Conversely, service quality has a positive and significant effect on customer satisfaction, indicating that improvements in service responsiveness, reliability, and assurance can enhance customer satisfaction. The coefficient of determination (R²) value of 0.577 demonstrates that price perception and service quality jointly explain 57.7% of the variance in customer satisfaction. The findings contribute to the literature on consumer behavior in internet service industries by empirically confirming the contrasting roles of price perception and service quality in shaping customer satisfaction. Practically, this study implies that internet service providers should prioritize transparent pricing strategies and consistent service quality improvements to sustain customer satisfaction and long-term loyalty.
Brand Image and Customer Retention in Tourism Destinations: The Mediating Role of Customer Satisfaction: Case of Visitors to Mahoni Bangun Sentosa Tourist Destination dzulqarnain, maulana; Lutfi; Setya, Yanto Azie
Management Science Research Journal Vol. 5 No. 1 (2026): FEBRUARY 2026
Publisher : PT Larva Wijaya Penerbit

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56548/msr.v5i1.202

Abstract

The purpose of this study is to examine the effect of brand image on customer retention with customer satisfaction as a mediating variable, as well as the role of physical evidence, among visitors of Mahoni Bangun Sentosa Tourism. This study employs a quantitative research approach using a survey method. Data were collected from 150 respondents who had visited Mahoni Bangun Sentosa Tourism at least once, selected through purposive sampling. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4 software to test the proposed hypotheses. The results of this study indicate that: (1) brand image has a positive and significant effect on customer retention; (2) brand image has a positive and significant effect on customer satisfaction; (3) customer satisfaction has a positive and significant effect on customer retention; (4) customer satisfaction is able to mediate the effect of brand image on customer retention; (5) physical evidence has a positive and significant direct effect on customer retention; (6) physical evidence does not moderate the relationship between brand image and customer retention. These findings imply that strengthening brand image and enhancing customer satisfaction are essential strategies to improve customer retention in tourism destinations, while physical evidence serves as a direct supporting factor rather than a moderating variable.

Page 14 of 14 | Total Record : 132

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