IndiHome Customer Loyalty in Bandung: Service Quality and Price

DOI

10.2991/aebmr.k.220701.057How to use a DOI?

Keywords

Customer Loyalty; Price; Service Quality

Abstract

This study aimed to determine the loyalty of IndiHome customers in the city of Bandung in terms of service quality and price. This research can be categorized as explanatory research using survey research designs. The data were collected by survey method on 400 IndiHome customers in Bandung. In measuring the items representing the constructs on a model, this study used multiple linear regression analysis with Cronbach’s alpha for reliability and product-moment correlation for validity. The results showed that service quality and price significantly increased IndiHome customer loyalty in Bandung. This research implies that the company’s quality of service and price are considered good. Still, management needs to be more disciplined and provide direction to employees to be faster and more responsive in serving and handling customer complaints better, especially regarding the timeliness of delivery. So, the company can deal with disruptions to compete and survive in the same industry.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Senny H Suarsa
AU  - Angga D Anggraeni
AU  - Ruth F Aritonang
PY  - 2022
DA  - 2022/07/12
TI  - IndiHome Customer Loyalty in Bandung: Service Quality and Price
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 293
EP  - 298
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.057
DO  - 10.2991/aebmr.k.220701.057
ID  - Suarsa2022
ER  -