1. Analysis of service quality dimensions for customer's loyalty on broadband internet (B2C) using PLS-SEM.
- Author
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Afiatna, Fatma Ayu Nuning Farida, Mayasari, Andhika, and Sumarsono
- Subjects
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CUSTOMER loyalty , *QUALITY of service , *INTERNET service providers , *COVID-19 pandemic , *INTERNET , *COMPUTER network security , *TELECOMMUNICATION equipment - Abstract
The need for people's internet consumption continues to increase. The community's digital lifestyle also drives this. In addition to that, during the Covid-19 pandemic, the internet has become a basic necessity due to the curfew policy, which drastically changes people's behavior. Pertaining to this condition, consumers will choose the best Internet Service Provider (ISP). Broadband Internet is one of the services that ISPs provide for their customers (B2C). The increasing number of ISP companies has led to increasingly fierce competition to attract customers to use their services. This is undoubtedly a challenge for each company. This article analyzes the effect of Internet Service Provider (ISP) service quality on Customer Loyalty (CL). The results of this research can be used by companies to design strategies in developing broadband internet business. The method used for data testing is Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationship pattern between Customer Value (CV) and Consumer Trust (CT) using several variables, namely Customer Service & Technical Support (CSTS), Network Quality (NQ), Security & Privacy (SP), and Information Quality & Site Support (IQSP). The results of the research show that information quality, customer service, network quality, and technical support, as well as privacy and security have a significant effect on trust, value and loyalty. It is known that Network Quality (NQ) has a positive and significant influence on customer value, B2C customer loyalty, and Customer Trust (CT). Information quality and site support also positively and significantly affect B2C customer trust. There is also a positive and significant impact on the service & technical support and security & privacy variables on B2C customer value. [ABSTRACT FROM AUTHOR]
- Published
- 2024
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