Customer’s Loyalty Of Indonesia Cellular Operators: Roles Of User Experience, Satisfaction, Switching Barriers, And Corporate Image
The telecommunications industry in Indonesia has grown rapidly since the issuance of the government regulation regarding the change of competition became an oligopoly. The increasing number of subscribers is getting stagnant along with the increasing high churn rate, decreasing customer growth an...
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my-usm-ep.481272021-01-19T01:11:28Z Customer’s Loyalty Of Indonesia Cellular Operators: Roles Of User Experience, Satisfaction, Switching Barriers, And Corporate Image 2019-08 Rachmawati, Indira HF5001-6182 Business The telecommunications industry in Indonesia has grown rapidly since the issuance of the government regulation regarding the change of competition became an oligopoly. The increasing number of subscribers is getting stagnant along with the increasing high churn rate, decreasing customer growth and low average revenue per user that indicates a decline in loyalty. The present study developed a conceptual research framework for potential predictors of loyalty to cellular operators. The research framework was developed in light of an extensive literature review and expert opinions from academicians and practitioners. Cognition-to-action loyalty phase framework supports the established framework. The present study takes into consideration the cellular operator’s five dimensions of user experience, namely functionality, social, monetary, trustworthiness, and perceived service quality as independent variables. The variable of corporate image was considered as a moderating variable, the variables of satisfaction and switching barriers were considered as mediating variables, whereas the variable of loyalty was a dependent variable. A quantitative approach through a survey questionnaire was used to collect primary data in the three parts of Indonesia. Out of 400 cellular operator users surveyed in this study were collected through internet survey. 2019-08 Thesis http://eprints.usm.my/48127/ http://eprints.usm.my/48127/1/Indira%20Rachmawati%20cut.pdf application/pdf en public phd doctoral Universiti Sains Malaysia Pusat Pengajian Siswazah Perniagaan |
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Universiti Sains Malaysia |
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USM Institutional Repository |
| language |
English |
| topic |
HF5001-6182 Business |
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HF5001-6182 Business Rachmawati, Indira Customer’s Loyalty Of Indonesia Cellular Operators: Roles Of User Experience, Satisfaction, Switching Barriers, And Corporate Image |
| description |
The telecommunications industry in Indonesia has grown rapidly since the
issuance of the government regulation regarding the change of competition became
an oligopoly. The increasing number of subscribers is getting stagnant along with the
increasing high churn rate, decreasing customer growth and low average revenue per
user that indicates a decline in loyalty. The present study developed a conceptual
research framework for potential predictors of loyalty to cellular operators. The
research framework was developed in light of an extensive literature review and
expert opinions from academicians and practitioners. Cognition-to-action loyalty
phase framework supports the established framework. The present study takes into
consideration the cellular operator’s five dimensions of user experience, namely
functionality, social, monetary, trustworthiness, and perceived service quality as
independent variables. The variable of corporate image was considered as a
moderating variable, the variables of satisfaction and switching barriers were
considered as mediating variables, whereas the variable of loyalty was a dependent
variable. A quantitative approach through a survey questionnaire was used to collect
primary data in the three parts of Indonesia. Out of 400 cellular operator users
surveyed in this study were collected through internet survey. |
| format |
Thesis |
| qualification_name |
Doctor of Philosophy (PhD.) |
| qualification_level |
Doctorate |
| author |
Rachmawati, Indira |
| author_facet |
Rachmawati, Indira |
| author_sort |
Rachmawati, Indira |
| title |
Customer’s Loyalty Of Indonesia
Cellular Operators: Roles Of User
Experience, Satisfaction, Switching
Barriers, And Corporate Image |
| title_short |
Customer’s Loyalty Of Indonesia
Cellular Operators: Roles Of User
Experience, Satisfaction, Switching
Barriers, And Corporate Image |
| title_full |
Customer’s Loyalty Of Indonesia
Cellular Operators: Roles Of User
Experience, Satisfaction, Switching
Barriers, And Corporate Image |
| title_fullStr |
Customer’s Loyalty Of Indonesia
Cellular Operators: Roles Of User
Experience, Satisfaction, Switching
Barriers, And Corporate Image |
| title_full_unstemmed |
Customer’s Loyalty Of Indonesia
Cellular Operators: Roles Of User
Experience, Satisfaction, Switching
Barriers, And Corporate Image |
| title_sort |
customer’s loyalty of indonesia
cellular operators: roles of user
experience, satisfaction, switching
barriers, and corporate image |
| granting_institution |
Universiti Sains Malaysia |
| granting_department |
Pusat Pengajian Siswazah Perniagaan |
| publishDate |
2019 |
| url |
http://eprints.usm.my/48127/1/Indira%20Rachmawati%20cut.pdf |
| _version_ |
1747821884926328832 |