How Does Customer Satisfaction Matter in Telecommunication Industry?

Abstract

As the demand of internet service provider is increasing because of the pandemic, individuals are getting more interested in the quality of internet service provider. It is important for the company to put more attention to its quality and value. Thus, this research aims to examine the effect of service quality, perceived value to customer loyalty. The results proves that service quality and perceived value are important in shaping customer loyalty. In addition, this research proved that customer satisfaction is the underlying mechanism. This research also shed a light on which part of service quality and perceived value that is needed to be focused on. Lastly, implications for internet service providers are discussed.