Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta
The purpose of this study is to investigate how customers feel about IndiHome's service quality, brand perception, and trust in light of the current Covid-19 outbreak in Surakarta. Participants were people who used the IndiHome service in the Surakarta region. For this study, we employed a samp...
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| Format: | Article |
| Language: | English |
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Universitas Trunojoyo Madura
2023-12-01
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| Series: | Jurnal Pamator |
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| Online Access: | https://journal.trunojoyo.ac.id/pamator/article/view/22486 |
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| author | Aini Dwi Mutikasari Ihwan Susila |
| author_facet | Aini Dwi Mutikasari Ihwan Susila |
| author_sort | Aini Dwi Mutikasari |
| collection | DOAJ |
| description | The purpose of this study is to investigate how customers feel about IndiHome's service quality, brand perception, and trust in light of the current Covid-19 outbreak in Surakarta. Participants were people who used the IndiHome service in the Surakarta region. For this study, we employed a sampling strategy that was both statistically and practically effective. In Surakarta, where IndiHome is popular, an online questionnaire was administered to 164 customers. For the quantitative study, we used SPSS version 25's multiple regression function. According to the results, trust plays a significantly lower role in determining customer loyalty than do service quality and brand image. This paper gives scholars and businesspeople in Surakarta insights on the loyalty of IndiHome customers to their service provider. |
| format | Article |
| id | doaj-art-e8f35ff4c5a94e9f957be2d040923079 |
| institution | Kabale University |
| issn | 1829-7935 2654-7856 |
| language | English |
| publishDate | 2023-12-01 |
| publisher | Universitas Trunojoyo Madura |
| record_format | Article |
| series | Jurnal Pamator |
| spelling | doaj-art-e8f35ff4c5a94e9f957be2d0409230792024-12-05T01:52:35ZengUniversitas Trunojoyo MaduraJurnal Pamator1829-79352654-78562023-12-0116472774410.21107/pamator.v16i4.224868173Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In SurakartaAini Dwi Mutikasari0Ihwan Susila1College of Graduate Studies University Of Muhammadiyah Surakarta, IndonesiaCollege of Graduate Studies University Of Muhammadiyah Surakarta, IndonesiaThe purpose of this study is to investigate how customers feel about IndiHome's service quality, brand perception, and trust in light of the current Covid-19 outbreak in Surakarta. Participants were people who used the IndiHome service in the Surakarta region. For this study, we employed a sampling strategy that was both statistically and practically effective. In Surakarta, where IndiHome is popular, an online questionnaire was administered to 164 customers. For the quantitative study, we used SPSS version 25's multiple regression function. According to the results, trust plays a significantly lower role in determining customer loyalty than do service quality and brand image. This paper gives scholars and businesspeople in Surakarta insights on the loyalty of IndiHome customers to their service provider.https://journal.trunojoyo.ac.id/pamator/article/view/22486service qualitybrand imagetrustcustomer loyalty |
| spellingShingle | Aini Dwi Mutikasari Ihwan Susila Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta Jurnal Pamator service quality brand image trust customer loyalty |
| title | Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta |
| title_full | Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta |
| title_fullStr | Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta |
| title_full_unstemmed | Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta |
| title_short | Analysis Factors Affecting Customer Loyalty of Indihome Provider During The Covid-19 Pandemic In Surakarta |
| title_sort | analysis factors affecting customer loyalty of indihome provider during the covid 19 pandemic in surakarta |
| topic | service quality brand image trust customer loyalty |
| url | https://journal.trunojoyo.ac.id/pamator/article/view/22486 |
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