文章基本信息

标题：Among Subscribers of Two Biggest Telecommunication Providers in Indonesia: What Factors are Involved in Customer Retention
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作者：Frista Dearetha MARASABESSY ; Usep SUHUD ; Mohamad RIZAN 等
期刊名称：European Journal of Business and Management
印刷版ISSN：2222-2839
电子版ISSN：2222-2839
出版年度：2014
卷号：6
期号：26
页码：168-180
语种：English
出版社：The International Institute for Science, Technology and Education (IISTE)
摘要：The study objective was to compare influencing factors on customer retention of two brands – SimPATI and IM3 – of telecommunication services owned by Telkomsel and Indosat, two giant mobile telecommunication providers in Indonesia. The authors applied predictor variables including perceived tariff, perceived quality, switching barriers, and customer satisfaction. These variables were used after reviewing literature in quantitative studies on consumer behaviour relating to telecommunication services. This study used indicators adopted and adapted from literature. The quantitative data were gathered in Jakarta, involving 205 subscribers of SimPATI and 202 subscribers of IM3. The authors selected respondents purposively. Data were analysed using both exploratory and confirmatory factor analyses. Two fitted models were developed confirming factors that were involved in customer retention as stated on the proposed model: perceived tariff, perceived quality, switching barriers, and customer satisfaction. However, parts of the hypotheses were rejected. Keywords Customer retention, switching barriers, telecommunication providers, structural equation model, SimPATI, IM3, Indonesia
关键词：Customer retention; switching barriers; telecommunication providers; structural equation model; SimPATI; IM3; Indonesia