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Measuring Customer Satisfaction and Loyalty through Student Perception on Mobile Broadband Usage Based On Consumer Satisfaction Index Model

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  • Satria, Rd. Okky
  • Suzanto, Boy
  • Sidharta, Iwan

Abstract

The success of a company in today’s high level of competition requires the company to gain trust of consumers. Customer satisfaction and loyalty are crucial in order for a company to gain competitive advantages. Similarly, in the attempt to gain competitive advantages, providers of mobile broadband services should determine the extent of consumer perceptions of the services they provide. Thus, measuring the perception of satisfaction and loyalty, especially the use of mobile broadband services is the goal of this study. Exploratory research method was used towards respondents, which involved 148 students. Data were analyzed using Structural Equation Modeling (SEM), component-based Partial Least Squares (PLS). The results show that the variables of complaint, customer expectation, loyalty, perceived quality, customer satisfaction, and perceived value are significantly influential in shaping customer satisfaction and loyalty upon the use of mobile broadband services.

Suggested Citation

  • Satria, Rd. Okky & Suzanto, Boy & Sidharta, Iwan, 2015. "Measuring Customer Satisfaction and Loyalty through Student Perception on Mobile Broadband Usage Based On Consumer Satisfaction Index Model," MPRA Paper 76779, University Library of Munich, Germany, revised 15 Aug 2015.
    • Handle: RePEc:pra:mprapa:76779
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    File URL: https://mpra.ub.uni-muenchen.de/76779/1/MPRA_paper_76737.pdf
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    References listed on IDEAS

    as
    1. Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
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    Cited by:

    1. Manik, Ester & Sidharta, Iwan, 2017. "The impact of academic service quality on student satisfaction," MPRA Paper 80878, University Library of Munich, Germany, revised May 2017.

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    More about this item

    Keywords

    customer satisfaction; loyalty; customer mobile broadband;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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