print

Analysis of Customer Satisfaction Factors towards Customer Loyalty in Mobile Phone Service Prepaid Users in BSD City Area (Case Study of PT. XL Axiata)

---

According to Badan Pusat Statistik (BPS), the penetration rate for Indonesias mobile phone subscribers has reach 103.1 subscribers / 100 inhabitants which indicate it have penetrate the market for over 100% . However, Indonesia mobile phone service industry also shows churn rate of 15 to 20 percent . the purpose of this study is to analyze the customer satisfaction of mobile phone prepaid subscribers and its effect on customer loyalty. in order to analyze this purpose, it is important to measure the significance impact of network, value added service, customer service, brand image and pricing structure of customer satisfaction towards customer loyalty and the significance of customer satisfaction towards customer loyalty in the Indonesian mobile phone service provider industry. This study will be focusing subscribers of PT. XL Axiata prepaid and will be conducted in Bumi Serpong Damai City (BSD City) area. This study will be using quantitative methods with 97 respondents. as a result of data analyses it is found out that network, value added service, customer service, brand image and pricing structure of customer satisfaction have significance effect to customer loyalty and the customer satisfaction has as moderate significance to customer loyalty in the Indonesian mobile phone service provider industry.

---

Availability

B01649

(Rack Thesis)

Available

Detail Information

Series Title

-

Call Number

1649

Publisher

: Swiss German University., 2014

Collation

-

Language

English

ISBN/ISSN

-

Classification

NONE

Content Type

-

Media Type

-

Carrier Type

-

Edition

-

Subject(s)

Customer loyalty
Customer satisfaction
IBA
Mobile phone service provider

Specific Detail Info

-

Statement of Responsibility

-

Other version/related

File Attachment

Comments

---

You must be logged in to post a comment