Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022)

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Service Quality Breakdowns in Indonesia’s Telecom Industry: Insights from Customer Reviews

Authors
Ares Albirru Amsal1, *, Rayna Kartika2
1Alliance Manchester Business School, University of Manchester, Manchester, UK
2Faculty of Economics and Business, Universitas Andalas, Padang, Indonesia
*Corresponding author. Email: aresalbirru.amsal@postgrad.manchester.ac.uk
Corresponding Author
Ares Albirru Amsal
Available Online 10 January 2024.
DOI
10.2991/978-94-6463-350-4_8How to use a DOI?
Keywords
Costumer Satisfaction; Service Quality Failure; Telecommunication
Abstract

This study addresses and categorizes service quality failures within one of Indonesia’s leading internet service providers. Drawing upon a service quality framework tailored to the telecommunications industry, the research scrutinizes 4886 one and two-star reviews from popular Indonesian mobile application reviews. Employing content analysis techniques, this study meticulously analyzes the textual data to identify and classify various service quality deficiencies. Findings reveal critical issues related to reliability, assurance, responsiveness, network performance, empathy, convenience, and tangibles. By delving into the specific issues raised by customers in their reviews, this research sheds light on critical service failures, ultimately contributing to a deeper understanding of service quality challenges in the telecom sector. The findings have practical implications for enhancing service quality and customer satisfaction within the industry, emphasizing the significance of addressing these shortcomings to maintain competitiveness in the digital era.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022)
Series
Advances in Economics, Business and Management Research
Publication Date
10 January 2024
ISBN
10.2991/978-94-6463-350-4_8
ISSN
2352-5428
DOI
10.2991/978-94-6463-350-4_8How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ares Albirru Amsal
AU  - Rayna Kartika
PY  - 2024
DA  - 2024/01/10
TI  - Service Quality Breakdowns in Indonesia’s Telecom Industry: Insights from Customer Reviews
BT  - Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022)
PB  - Atlantis Press
SP  - 66
EP  - 78
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-350-4_8
DO  - 10.2991/978-94-6463-350-4_8
ID  - Amsal2024
ER  -