1 research outputs found
PENGARUH PERCEIVED VALUE, CUSTOMER SATISFACTION DAN SWITCHING BARRIER TERHADAP CUSTOMER RETENTIONDALAM PERSPEKTIF ISLAM (Studi Pada Masyarakat Pengguna Layanan Telkomsel di Bandar Lampung)
ABSTRAK
Perkembangan teknologi komunikasi di Indonesia selalu mengalami
perubahan setiap tahunnya salah satunya adalah meningkatnya penggunaan
telepon seluler setiap tahunnya mencerminkan tingginya kebutuhan
masyarakat terhadap perangkat komunikasi seluler, serta membuka dunia
bisnis dalam bidang penyedia jasa teknologi komunikasi (provider),
menyebabkan perusahaan operator seluler diseluruh indonesia berlomba�lomba meningkatkan kualitas pelayanan jasa dan meningkatkan keunggulan
produk yang nantinya mampu bersaing dengan perusahaan lain.Operator
jaringan seluler yang beroperasi di Indonesia yaitu ada lima yang pertama
telkomsel, indosat ooredoo, Xl axita, 3 (tri) dan smartfren.Menurut databoks
katadata.com, Telkomsel menjadi operator seluler dengan penggguna
terbanyak di Indonesia pada tahun 2021 yaitu sebanyak 169,2 juta pengguna
serta telkomsel memiliki jangkauan terluas dan operator yang aktif disetiap
provinsi di Indonesia, namun meskipun menjadi operator seluler terbaik dan
terbanyak di indonesia di tahun 2021 juga telkomsel menjadi urutan kedua
alat telekomunikasi dengan aduan terbanyak dengan 21% dari total aduan
yang permasalahan utamanya karena jaringan internet, administrasi dan
pemotongan pulsa. Hal ini membuktikan bahwa masih banyak konsumen
yang mengeluh akan jaringan internet telkomsel, meskipun demikian
telkomsel tetap menjadi provider dengan pengguna terbanyak di Indonesia.
Tujuan penelitian untuk mengetahui apakah perceived
valueberpengaruh dan signifikan terhadap customer retention ,customer
satisfactionberpengaruh dan signifikan terhadap customer retention,
switching barrierberpengaruh dan signifikan terhadap customer retention,
bagaimana perceived value, customer satisfaction, switching barrier dan
customer retention dalam perspektif islam.Metode penelitian yang digunakan
adalah penelitian deskriptif menggunakan pendekatan kuantitatif. Populasi
dalam penelitian ini merupakan seluruh masyarat Bandar Lampung pengguna
layanan telkomsel sedangkan sampel berjumlah 100 responden, teknik
pengambilan sampel menggunakan Purposive Sampling. Metode analisis data
menggunakan Partial Last Square Scructural Equation Modeling (PLS�SEM) dan pengolahan data menggunakan software SmartPLS.
Hasil dari penelitian ini menunjukkan bahwa perceived value
berpengaruh positif dan signifikan terhadap customer retention pada
pengguna layanan telkomsel di Bandar Lampung. customer satisfaction
berpengaruh positif dan signifikan terhadap customer retention pada
pengguna layanan telkomsel di Bandar Lampung dan switching barrier
berpengaruh positif dan signifikan terhadap customer retention pada
pengguna layanan telkomsel di Bandar Lampung.
Kata Kunci : Perceived Value, Customer Stisfaction, Switching Barreir,
Customer Retention
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ABSTRACT
The development of communication technology in Indonesia always
changes every year, one of which is the increasing use of cellular phones
every year reflecting the high public need for cellular communication
devices, as well as opening up the business world in the field of
communication technology service providers (providers), causing cellular
operator companies throughout Indonesia to compete to improve the quality
of service services and increase product excellence which will later able to
compete with other companies. Cellular network operators operating in
Indonesia are the first five Telkomsel, Indosat Ooredoo, Xl Axita, 3 (Tri) and
Smartfren.According to databoks katadata.com, Telkomsel is the cellular
operator with the most users in Indonesia in 2021, namely 169.2 million
users and Telkomsel has the widest reach and is an active operator in every
province in Indonesia, but despite being the best and most mobile operator in
Indonesia in In 2021, Telkomsel is also in second place for
telecommunications equipment with the most complaints with 21% of the
total complaints, the main problems being the internet network,
administration and credit deductions. This proves that there are still many
consumers who complain about Telkomsel's internet network, even though
Telkomsel remains the provider with the most users in Indonesia.
The purpose of this research is to find out whether perceived value
has an effect on and is significant on customer retention, customer
satisfaction has an effect on and is significant on customer retention,
switching barriers have an effect on and are significant on customer
retention, how is perceived value, customer satisfaction, switching barriers
and customer retention in an Islamic perspective. The research method used
is descriptive research using a quantitative approach. The population in this
study is all Bandar Lampung people who use Telkomsel services while the
sample is 100 respondents, the sampling technique uses purposive sampling.
The data analysis method uses Partial Last Square Scructural Equation
Modeling (PLS-SEM) and data processing uses SmartPLS software.
The results of this study indicate that Perceived value has a positive
and significant effect on customer retention for Telkomsel service users in
Bandar Lampung. Customer satisfaction has a positive and significant effect
on customer retention for Telkomsel service users in Bandar Lampung. and
Switching barrier has a positive and significant effect on customer retention
for Telkomsel service users in Bandar Lampung.
Keywords: Perceived Value, Customer Stisfaction, Switching Barreir,
Customer Retentio