Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Indonesia Mobile Telecommunication Industry

Hapsari, Raditha; Hussein, Ananda Sabil; Handrito, Radityo Putro

doi:10.1080/15332969.2019.1707375

Cited by 23 publications

(26 citation statements)

References 57 publications

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“…The results of this study reinforce the research [16,17,41,45], which indicated that customer satisfaction is an important factor in strengthening customer loyalty to brands. This research also confirms that brand trust can encourage an increase in the loyal attitude of telecommunications service customers, and is in line with research [8,36,52,56], brand trust has a positive and significant effect on brand loyalty. Therefore H1, H2, H3, H4, and H5 are accepted and indicate that perceived value is a strong predictor for customer satisfaction and brand trust.…”

Section: Resultssupporting

confidence: 89%

“…Creating customer trust is essential for a business organization since it is considered an important element for successful relationships. Previous studies identified that, conceptually, trust is an antecedent of loyalty [36]. Brand trust is built and developed through direct customer experience through brands [37], and according to [21,38], trust can be linked to consumer perceptions about the company's ability to meet customer loyalty.…”

Section: Brand Trustmentioning

confidence: 99%

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The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Ikramuddin

Mariyudi

2021

AJEBA

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Aims: This study aims to determine the mediating effect of customer satisfaction and brand trust between perceived value and brand loyalty of telecommunications services. Study design: Research paper. Place and Duration of Study: This research was conducted on telecommunication service product users in Aceh province, between 2019 to 2021. Methodology: The population in this study are telecommunication service customers in Aceh Province. Meanwhile, the sampling method used a purposive sampling approach, with a total sample of 304 telecommunication service users. The data analysis method used in this study is a quantitative approach consisting of Structural Equation Modeling (SEM) with Amos 2.2 and Sobel Test for testing the mediating effect. Results: This study finds that perceived value significantly influences customer satisfaction and brand trust (P-Value 0,000), which means that telecommunications service providers must always provide products with values that exceed customer expectations to increase customer satisfaction and trust. Then, customer satisfaction and brand trust have a significant effect on brand loyalty (P-Value 0,000 and 0,013). It means that telecommunications service providers must always evaluate the conditions of customer satisfaction and increase customer trust in the brands of telecommunications service to increase customer loyalty to the brand. Besides, perceived value also affects directly and indirectly on brand loyalty through customer satisfaction and brand trust. Conclusion: The results showed that perceived value, customer satisfaction, and brand trust had a significant effect on brand loyalty to telecommunication services in Aceh Province. Furthermore, customer satisfaction and brand trust can mediate the relationship between perceived value and brand loyalty of telecommunication services in Aceh Province.

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Section: Resultssupporting

confidence: 89%

Section: Brand Trustmentioning

confidence: 99%

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Ikramuddin

Mariyudi

2021

AJEBA

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“…The telecommunication industry is characterized as having the highest degree of environmental instability and volatility (Ahlbäck et al , 2017; Kurniawan et al , 2020) and competition (Frost and Sullivan, 2018; Gyemang and Emeagwali, 2020; Hapsari et al , 2020). For example, telecommunication technology providers such as Ericsson, Nokia, Cisco, Huawei, ZTE and Samsung are multinational enterprises facing heterogeneity in cultural, institutional and economic contexts (Khanagha et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Organizational agility: do agile project management and networking capability require market orientation?

Manurung¹,

Kurniawan²

2021

IJMPB

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PurposeThis study aims to examine the joint impact of networking capability and agile project management on organizational agility of telecommunication technology providers' in Indonesia. The study also examines the moderating role of market orientation as a predominant strategic orientation on the relationship between agile project management and organizational agility.Design/methodology/approachResearch data were collected via a questionnaire survey from the executive management of telecommunication technology providers in Indonesia to obtain 150 valid questionnaires for analysis. This study analyzed the overall model fit and causal relationship using confirmatory factor analysis and structural equation modeling.FindingsThe results indicate that networking capability positively affects organizational agility. However, agile project management's significant effect on organizational agility occurs only when the relationship is moderated by market orientation. The results of the study also demonstrate that organizational agility positively affects organizational performance.Research limitations/implicationsThis study is based on a cross-sectional nature and might fail to capture the studied variables' dynamic over an extended period.Originality/valueThe study enriches the previous literature in organizational agility by presenting the collective impact of networking capability and agile project management and the moderating role of market orientation. However, dissimilar with major prior studies, the results indicate that agile project management's direct effect on organizational agility is not significant. Agile project management needs to be moderated by market orientation to create exceptional customer values and overcome the competition for the organization to achieve organizational agility, responsiveness and adaptability to address customers' needs and requirements. Furthermore, the study's result corroborates the importance of organizational agility to achieve organizational performance in the highly dynamic telecommunication industry.

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“…Attention has been paid to the factors influencing customer satisfaction and loyalty only and not the importance of these factors in comparison to each other (Kaur & Soch, 2012;Shafei & Tabaa, 2016;Willys, 2018). Companies are focusing on human involvement in making strategies related to customer loyalty and retention (Bhatti et al, 2019;Hapsari et al, 2020). It is very difficult to please them because today's customers are more demanding, price conscious, brand conscious, always approaching other alternatives for better or equal offers (Nimako et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

“…There are numerous studies available on customer loyalty (Hapsari et al, 2020;Singh, 2020;Ting et al, 2020). But there is a need to resolve the dilemma related to the importance of the factors that have been explored in the previous studies.…”

Section: Introductionmentioning

confidence: 99%

Prioritizing the influencing factors of utaut-2 model toward mobile network service providers

Patharia

Pandey

Gupta

2021

Competition and Regulation in Network Industries

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Technological developments have a major impact on user behavior. The rapidly evolving communication system and technology have provided numerous choices for people. The ever-shifting changes in the generation of communication networks have posed challenges for mobile network service providers to attract and retain customers. This study aims to prioritize the determinants of the adoption of mobile network service providers using the unified theory of acceptance and use of technology (UTAUT-2). In this study, data were collected from 660 mobile phone users in Haryana, India. A fuzzy analytical hierarchy process (F-AHP) was applied to arrange the priority or rank the factors based on the significance of the factors in explaining the adoption of mobile network service providers. Results of the study reveal that efforts expectancy is the highest-ranked and prioritized factor for the adoption of mobile network service providers followed by performance expectancy and facilitating conditions. However, social influence emerged as the least important factor. The present study provides theoretical implications for future researchers by synthesizing and prioritizing the important factors affecting technology acceptance. The practical implications offer a clearer insight to marketers for developing focused pragmatic strategies to retain customer loyalty. The study has considered only UTAUT-2 model constructs and used the F-AHP technique. Other factors may be considered in future studies. Other priority analysis techniques can also be used such as ISM and MICMAC analysis for further study. The research has been conducted in Haryana, India, and therefore, it needs to be tested in other areas/countries for generalizability. JEL Classification: O1, O2, O4

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Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Indonesia Mobile Telecommunication Industry

Cited by 23 publications

References 57 publications

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Organizational agility: do agile project management and networking capability require market orientation?

Prioritizing the influencing factors of utaut-2 model toward mobile network service providers

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