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Service Quality Breakdowns in Indonesia’s Telecom Industry: Insights from Customer Reviews

In: Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022)

Author

Listed:
  • Ares Albirru Amsal

    (University of Manchester, Alliance Manchester Business School)

  • Rayna Kartika

    (Universitas Andalas, Faculty of Economics and Business)

Abstract

This study addresses and categorizes service quality failures within one of Indonesia’s leading internet service providers. Drawing upon a service quality framework tailored to the telecommunications industry, the research scrutinizes 4886 one and two-star reviews from popular Indonesian mobile application reviews. Employing content analysis techniques, this study meticulously analyzes the textual data to identify and classify various service quality deficiencies. Findings reveal critical issues related to reliability, assurance, responsiveness, network performance, empathy, convenience, and tangibles. By delving into the specific issues raised by customers in their reviews, this research sheds light on critical service failures, ultimately contributing to a deeper understanding of service quality challenges in the telecom sector. The findings have practical implications for enhancing service quality and customer satisfaction within the industry, emphasizing the significance of addressing these shortcomings to maintain competitiveness in the digital era.

Suggested Citation

  • Ares Albirru Amsal & Rayna Kartika, 2023. "Service Quality Breakdowns in Indonesia’s Telecom Industry: Insights from Customer Reviews," Advances in Economics, Business and Management Research, in: Donard Games & Maruf (ed.), Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022), pages 66-78, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-350-4_8
    DOI: 10.2991/978-94-6463-350-4_8
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