The Determinants of Customer Loyalty for Telecommunication Provider
Abstract
Telecommunication has become an inseparable element in human life. As the advancement of technology, the numbers of service provider have risen in order to support a better telecommunication. To retain its customers, certainly the telecommunication provider should have loyal customers. Three variables have been chosen to determine the customer loyalty, namely service quality, customer satisfaction, and switching costs. This study proves that service quality has a positive influence on loyalty through intermediary from customer satisfaction. It is also found that switching cost also has a positive influence on loyalty. Telkomsel suggested to create attractive programs to maintaining service quality, customer satisfaction and switching cost for its customers. These efforts are attempts to build customer loyalty.
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