Determining Customer Satisfaction on Telkomsel Card User in Belopa City, Luwu Regency
Article Sidebar
Published:
May 1, 2021
Keywords:
customer satisfaction, product quality, service, price perception
Section
Computer Science
Statistics Article
Article View : 284 Times
Main Article Content
Abstract
Consumer satisfaction is an individual condition who feels the product's performance. Experience arising from using the product as part of consumer expectations. This expectation will lead to a feeling of hopelessness or dissatisfaction with product performance. This study uses expectation disconfirmation theory as a basis for thinking about customer satisfaction. The population in this study were all Telkomsel users in Belopa City, Luwu Regency, and Province of South Sulawesi with a total sample of 286 people. The sampling method used accidental sampling with a questionnaire as the main data collection tool. The data analysis used multiple linear regression analysis. The results showed that product quality, after-sales service and price perception as determinants of Telkomsel card customer satisfaction.
Downloads
Download data is not yet available.
Article Details
How to Cite
Jayanti, A., Tasrim, T. and Nina Fapari Arif (2021) “Determining Customer Satisfaction on Telkomsel Card User in Belopa City, Luwu Regency”, Jurnal Mantik, 5(1), pp. 223-229. doi: 10.35335/mantik.Vol5.2021.1177.pp223-229.
References
[1] O. Fazal, “Determinants of brand loyalty: A case study of Asian Mobile Phone Users,” Int. J. Sci. Res. Publ., vol. 7, no. 12, pp. 181–191, 2017.
[2] A. Rama, “Strategic pricing by Islamic banks and the impact on customer satisfaction and behavioral intention,” J. Islam. Account. Bus. Res., vol. 11, no. 9, pp. 2017–2033, 2020.
[3] M. U. H. Uzir, I. Jerin, H. Al Halbusi, A. B. A. Hamid, and A. S. A. Latiff, “Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?,” Heliyon, vol. 6, no. 12, p. e05710, 2020.
[4] L. M. Tseng, “How customer orientation leads to customer satisfaction: Mediating mechanisms of service workers’ etiquette and creativity,” Int. J. Bank Mark., vol. 37, no. 1, pp. 210–225, 2019.
[5] T. Feng, D. Wang, A. Lawton, and B. N. Luo, “Customer orientation and firm performance: The joint moderating effects of ethical leadership and competitive intensity,” J. Bus. Res., vol. 100, no. February 2018, pp. 111–121, 2019.
[6] M. O’Dwyer and A. Gilmore, “Value and alliance capability and the formation of strategic alliances in SMEs: The impact of customer orientation and resource optimisation,” J. Bus. Res., vol. 87, no. September 2017, pp. 58–68, 2018.
[7] P. Kotler, “Philip Kotler: some of my adventures in marketing,” J. Hist. Res. Mark., vol. 9, no. 2, pp. 203–208, 2017.
[8] S. Hassan and M. F. Shamsudin, “Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training,” Int. J. Eng. Adv. Technol., vol. 8, no. 5, pp. 533–538, 2019.
[9] P. Gaiardelli, N. Saccani, and L. Songini, “Performance measurement systems in after-sales service: An integrated framework,” Int. J. Bus. Perform. Manag., vol. 9, no. 2, pp. 145–171, 2007.
[10] S. O. Gerdt, E. Wagner, and G. Schewe, “The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source,” Tour. Manag., vol. 74, no. December 2018, pp. 155–172, 2019.
[11] E. Hirata, “Service characteristics and customer satisfaction in the container liner shipping industry,” Asian J. Shipp. Logist., vol. 35, no. 1, pp. 24–29, 2019.
[12] W. H. Kim, J. L. Cho, and K. S. Kim, “The relationships of wine promotion, customer satisfaction, and behavioral intention: The moderating roles of customers’ gender and age,” J. Hosp. Tour. Manag., vol. 39, no. January, pp. 212–218, 2019.
[13] M. F. Shamsudin, S. A. Esa, and A. M. Ali, “Determinants of customer loyalty towards the hotel industry in Malaysia,” Int. J. Innov. Creat. Chang., vol. 6, no. 9, pp. 21–29, 2019.
[14] M. F. Shamsudin, A. M. Ali, R. A. Wahid, and Z. Saidun, “Factors influence undergraduate students’ decision making to enroll and social media application as an external factor,” Humanit. Soc. Sci. Rev., vol. 7, no. 1, pp. 126–136, 2019.
[15] T. Lau, M. L. Cheung, G. D. Pires, and C. Chan, “Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong,” Int. J. Wine Bus. Res., vol. 31, no. 4, pp. 532–554, 2019.
[16] S. Moghavvemi, S. T. Lee, and S. P. Lee, “Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia,” Int. J. Bank Mark., vol. 36, no. 5, pp. 908–930, 2018.
[17] Q. Nguyen, T. M. Nisar, D. Knox, and G. P. Prabhakar, “Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality,” Br. Food J., vol. 120, no. 6, pp. 1207–1222, 2018.
[18] R. L. Oliver, “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” J. Mark. Res., vol. 17, no. 4, pp. 460–469, 1980.
[19] I. Skogland and J. A. Siguaw, “Are your satisfied customers loyal?,” Cornell Hotel Restaur. Adm. Q., vol. 45, no. 3, pp. 221–234, 2004.
[20] Y. Yi and R. Nataraajan, “Customer satisfaction in Asia,” Psychol. Mark., vol. 35, no. 6, pp. 387–391, 2018.
[21] F. A. Konuk, “The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants,” J. Retail. Consum. Serv., vol. 50, no. February, pp. 103–110, 2019.
[22] P. Shukla, “Effect of product usage, satisfaction and involvement on brand switching behaviour,” Asia Pacific J. Mark. Logist., vol. 16, no. 4, pp. 82–104, 2004.
[23] C. Chitty, S. Ward, and C. Chua, “An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels,” Mark. Intell. Plan., vol. 25, no. 6, pp. 563–580, 2007.
[24] J. E. Bigné, A. S. Mattila, and L. Andreu, “The impact of experiential consumption cognitions and emotions on behavioral intentions,” J. Serv. Mark., vol. 22, no. 4, pp. 303–315, 2008.
[25] R. Tsiotsou, “The role of perceived product quality and overall satisfaction on purchase intentions,” Int. J. Consum. Stud., vol. 30, no. 2, pp. 207–217, 2006.
[26] J. C. Kozup, E. H. Creyer, and S. Burton, “Choices?: The Influence of Health Consumers ’ Evaluations of Packaged,” J. Mark., vol. 67, no. 2, pp. 19–34, 2003.
[27] S. Naspetti and R. Zanoli, “Organic Consumption as a Change of Mind? Exploring Consumer Narratives Using a Structural Cognitive Approach,” J. Int. Food Agribus. Mark., vol. 26, no. 4, pp. 258–285, 2014.
[28] M. R. Shaharudin, K. M. M. Yusof, S. J. Elias, and S. W. Mansor, “Factors Affecting Customer Satisfaction in After-Sales Service of Malaysian Electronic Business Market,” Can. Soc. Sci., vol. 5, no. 6, pp. 10–18, 2009.
[29] L. T. Bei and Y. C. Chiao, “The determinants of customer loyalty: An analysis of intangibile factors in three service industries,” Int. J. Commer. Manag., vol. 16, no. 3–4, pp. 162–177, 2006.
[30] H. H. Hu, J. Kandampully, and D. D. Juwaheer, “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Serv. Ind. J., vol. 29, no. 2, pp. 111–125, 2009.
[31] J. M. Rathmell, “What Is Meant by Services?,” J. Mark., vol. 30, no. 4, p. 32, 1966.
[32] R. Chinomona, D. Mahlangu, and D. Pooe, “Brand service quality, satisfaction, trust and preference as predictors of consumer brand loyalty in the retailing industry,” Mediterr. J. Soc. Sci., vol. 4, no. 14, pp. 181–190, 2013.
[33] R. K. R. Kondasani and R. K. Panda, “Customer perceived service quality, satisfaction and loyalty in Indian private healthcare,” Int. J. Health Care Qual. Assur., vol. 28, no. 5, pp. 452–467, 2015.
[34] V. A. Zeithaml, “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” J. Mark., vol. 52, no. 3, pp. 2–22, 1988.
[35] B. L. Chua, S. Lee, B. Goh, and H. Han, “Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity,” Int. J. Hosp. Manag., vol. 44, pp. 131–145, 2015.
[36] H. Han and S. S. Hyun, “Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness,” Tour. Manag., vol. 46, pp. 20–29, 2015.
[37] S. E. Kimes and J. Wirtz, “Perceived fairness of demand-based pricing for restaurants,” Cornell Hotel Restaur. Adm. Q., vol. 43, no. 1, pp. 31–37, 2002.
[38] H. Han, K. S. Lee, B. L. Chua, S. Lee, and W. Kim, “Role of airline food quality, price reasonableness, image, satisfaction, and attachment in building re-flying intention,” Int. J. Hosp. Manag., vol. 80, no. September 2018, pp. 91–100, 2019.
[39] S. M. Keaveney, “Customer Switching Behavior in Service Industries: An Exploratory Study,” J. Mark., vol. 59, no. 2, p. 71, 1995.
[40] L. Xia, K. B. Monroe, and J. L. Cox, “The price is unfair! A conceptual framework of price fairness perceptions,” J. Mark., vol. 68, no. 4, pp. 1–15, 2004.
[41] K. L. HAWS and W. O. BEARDEN, “Dynamic Pricing and Consumer Fairness Perceptions,” J. Consum. Res., vol. 33, no. 3, pp. 304–311, 20056.
[42] Lisa E. Bolton, Luk Warlop, and Joseph W. Alba, “Consumer Perceptions of Price (Un)Fairness,” J. Consum. Res., vol. 29, no. 4, pp. 474–491, 2003.
[43] N. N. Bechwati, R. S. Sisodia, and J. N. Sheth, “Developing a model of antecedents to consumers’ perceptions and evaluations of price unfairness,” J. Bus. Res., vol. 62, no. 8, pp. 761–767, 2009.
[44] H. Oh, “The Effect of Brand Class, Brand Awareness, and Price on Customer Value and Behavioral Intentions,” J. Hosp. Tour. Res., vol. 24, no. 2, pp. 136–162, 2000.
[45] F. B. Kurtulmu?o?lu, G. F. Can, and M. Tolon, “A voice in the skies: Listening to airline passenger preferences,” J. Air Transp. Manag., vol. 57, pp. 130–137, 2016.
[46] A. Jayanti, “Kepuasan konsumen ditinjau dari harga dan kualitas produk pada toko online lazada di kota makassar,” J. Manaj. dan Organ. Rev., vol. 1, no. 2, pp. 127–140, 2019.
[2] A. Rama, “Strategic pricing by Islamic banks and the impact on customer satisfaction and behavioral intention,” J. Islam. Account. Bus. Res., vol. 11, no. 9, pp. 2017–2033, 2020.
[3] M. U. H. Uzir, I. Jerin, H. Al Halbusi, A. B. A. Hamid, and A. S. A. Latiff, “Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?,” Heliyon, vol. 6, no. 12, p. e05710, 2020.
[4] L. M. Tseng, “How customer orientation leads to customer satisfaction: Mediating mechanisms of service workers’ etiquette and creativity,” Int. J. Bank Mark., vol. 37, no. 1, pp. 210–225, 2019.
[5] T. Feng, D. Wang, A. Lawton, and B. N. Luo, “Customer orientation and firm performance: The joint moderating effects of ethical leadership and competitive intensity,” J. Bus. Res., vol. 100, no. February 2018, pp. 111–121, 2019.
[6] M. O’Dwyer and A. Gilmore, “Value and alliance capability and the formation of strategic alliances in SMEs: The impact of customer orientation and resource optimisation,” J. Bus. Res., vol. 87, no. September 2017, pp. 58–68, 2018.
[7] P. Kotler, “Philip Kotler: some of my adventures in marketing,” J. Hist. Res. Mark., vol. 9, no. 2, pp. 203–208, 2017.
[8] S. Hassan and M. F. Shamsudin, “Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training,” Int. J. Eng. Adv. Technol., vol. 8, no. 5, pp. 533–538, 2019.
[9] P. Gaiardelli, N. Saccani, and L. Songini, “Performance measurement systems in after-sales service: An integrated framework,” Int. J. Bus. Perform. Manag., vol. 9, no. 2, pp. 145–171, 2007.
[10] S. O. Gerdt, E. Wagner, and G. Schewe, “The relationship between sustainability and customer satisfaction in hospitality: An explorative investigation using eWOM as a data source,” Tour. Manag., vol. 74, no. December 2018, pp. 155–172, 2019.
[11] E. Hirata, “Service characteristics and customer satisfaction in the container liner shipping industry,” Asian J. Shipp. Logist., vol. 35, no. 1, pp. 24–29, 2019.
[12] W. H. Kim, J. L. Cho, and K. S. Kim, “The relationships of wine promotion, customer satisfaction, and behavioral intention: The moderating roles of customers’ gender and age,” J. Hosp. Tour. Manag., vol. 39, no. January, pp. 212–218, 2019.
[13] M. F. Shamsudin, S. A. Esa, and A. M. Ali, “Determinants of customer loyalty towards the hotel industry in Malaysia,” Int. J. Innov. Creat. Chang., vol. 6, no. 9, pp. 21–29, 2019.
[14] M. F. Shamsudin, A. M. Ali, R. A. Wahid, and Z. Saidun, “Factors influence undergraduate students’ decision making to enroll and social media application as an external factor,” Humanit. Soc. Sci. Rev., vol. 7, no. 1, pp. 126–136, 2019.
[15] T. Lau, M. L. Cheung, G. D. Pires, and C. Chan, “Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong,” Int. J. Wine Bus. Res., vol. 31, no. 4, pp. 532–554, 2019.
[16] S. Moghavvemi, S. T. Lee, and S. P. Lee, “Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia,” Int. J. Bank Mark., vol. 36, no. 5, pp. 908–930, 2018.
[17] Q. Nguyen, T. M. Nisar, D. Knox, and G. P. Prabhakar, “Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality,” Br. Food J., vol. 120, no. 6, pp. 1207–1222, 2018.
[18] R. L. Oliver, “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” J. Mark. Res., vol. 17, no. 4, pp. 460–469, 1980.
[19] I. Skogland and J. A. Siguaw, “Are your satisfied customers loyal?,” Cornell Hotel Restaur. Adm. Q., vol. 45, no. 3, pp. 221–234, 2004.
[20] Y. Yi and R. Nataraajan, “Customer satisfaction in Asia,” Psychol. Mark., vol. 35, no. 6, pp. 387–391, 2018.
[21] F. A. Konuk, “The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants,” J. Retail. Consum. Serv., vol. 50, no. February, pp. 103–110, 2019.
[22] P. Shukla, “Effect of product usage, satisfaction and involvement on brand switching behaviour,” Asia Pacific J. Mark. Logist., vol. 16, no. 4, pp. 82–104, 2004.
[23] C. Chitty, S. Ward, and C. Chua, “An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels,” Mark. Intell. Plan., vol. 25, no. 6, pp. 563–580, 2007.
[24] J. E. Bigné, A. S. Mattila, and L. Andreu, “The impact of experiential consumption cognitions and emotions on behavioral intentions,” J. Serv. Mark., vol. 22, no. 4, pp. 303–315, 2008.
[25] R. Tsiotsou, “The role of perceived product quality and overall satisfaction on purchase intentions,” Int. J. Consum. Stud., vol. 30, no. 2, pp. 207–217, 2006.
[26] J. C. Kozup, E. H. Creyer, and S. Burton, “Choices?: The Influence of Health Consumers ’ Evaluations of Packaged,” J. Mark., vol. 67, no. 2, pp. 19–34, 2003.
[27] S. Naspetti and R. Zanoli, “Organic Consumption as a Change of Mind? Exploring Consumer Narratives Using a Structural Cognitive Approach,” J. Int. Food Agribus. Mark., vol. 26, no. 4, pp. 258–285, 2014.
[28] M. R. Shaharudin, K. M. M. Yusof, S. J. Elias, and S. W. Mansor, “Factors Affecting Customer Satisfaction in After-Sales Service of Malaysian Electronic Business Market,” Can. Soc. Sci., vol. 5, no. 6, pp. 10–18, 2009.
[29] L. T. Bei and Y. C. Chiao, “The determinants of customer loyalty: An analysis of intangibile factors in three service industries,” Int. J. Commer. Manag., vol. 16, no. 3–4, pp. 162–177, 2006.
[30] H. H. Hu, J. Kandampully, and D. D. Juwaheer, “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Serv. Ind. J., vol. 29, no. 2, pp. 111–125, 2009.
[31] J. M. Rathmell, “What Is Meant by Services?,” J. Mark., vol. 30, no. 4, p. 32, 1966.
[32] R. Chinomona, D. Mahlangu, and D. Pooe, “Brand service quality, satisfaction, trust and preference as predictors of consumer brand loyalty in the retailing industry,” Mediterr. J. Soc. Sci., vol. 4, no. 14, pp. 181–190, 2013.
[33] R. K. R. Kondasani and R. K. Panda, “Customer perceived service quality, satisfaction and loyalty in Indian private healthcare,” Int. J. Health Care Qual. Assur., vol. 28, no. 5, pp. 452–467, 2015.
[34] V. A. Zeithaml, “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” J. Mark., vol. 52, no. 3, pp. 2–22, 1988.
[35] B. L. Chua, S. Lee, B. Goh, and H. Han, “Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity,” Int. J. Hosp. Manag., vol. 44, pp. 131–145, 2015.
[36] H. Han and S. S. Hyun, “Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness,” Tour. Manag., vol. 46, pp. 20–29, 2015.
[37] S. E. Kimes and J. Wirtz, “Perceived fairness of demand-based pricing for restaurants,” Cornell Hotel Restaur. Adm. Q., vol. 43, no. 1, pp. 31–37, 2002.
[38] H. Han, K. S. Lee, B. L. Chua, S. Lee, and W. Kim, “Role of airline food quality, price reasonableness, image, satisfaction, and attachment in building re-flying intention,” Int. J. Hosp. Manag., vol. 80, no. September 2018, pp. 91–100, 2019.
[39] S. M. Keaveney, “Customer Switching Behavior in Service Industries: An Exploratory Study,” J. Mark., vol. 59, no. 2, p. 71, 1995.
[40] L. Xia, K. B. Monroe, and J. L. Cox, “The price is unfair! A conceptual framework of price fairness perceptions,” J. Mark., vol. 68, no. 4, pp. 1–15, 2004.
[41] K. L. HAWS and W. O. BEARDEN, “Dynamic Pricing and Consumer Fairness Perceptions,” J. Consum. Res., vol. 33, no. 3, pp. 304–311, 20056.
[42] Lisa E. Bolton, Luk Warlop, and Joseph W. Alba, “Consumer Perceptions of Price (Un)Fairness,” J. Consum. Res., vol. 29, no. 4, pp. 474–491, 2003.
[43] N. N. Bechwati, R. S. Sisodia, and J. N. Sheth, “Developing a model of antecedents to consumers’ perceptions and evaluations of price unfairness,” J. Bus. Res., vol. 62, no. 8, pp. 761–767, 2009.
[44] H. Oh, “The Effect of Brand Class, Brand Awareness, and Price on Customer Value and Behavioral Intentions,” J. Hosp. Tour. Res., vol. 24, no. 2, pp. 136–162, 2000.
[45] F. B. Kurtulmu?o?lu, G. F. Can, and M. Tolon, “A voice in the skies: Listening to airline passenger preferences,” J. Air Transp. Manag., vol. 57, pp. 130–137, 2016.
[46] A. Jayanti, “Kepuasan konsumen ditinjau dari harga dan kualitas produk pada toko online lazada di kota makassar,” J. Manaj. dan Organ. Rev., vol. 1, no. 2, pp. 127–140, 2019.
Copyright and Licensing
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.