The influence of Telkomsel’s network quality on customer satisfaction in Indonesia
Main Article Content
Abstract
Telecommunication network quality is a crucial factor in the digital era, significantly impacting user experience. Telkomsel, as one of Indonesia's largest service providers, faces challenges in maintaining stable and evenly distributed network quality, potentially affecting customer satisfaction levels. This study aims to (1) analyze the influence of Telkomsel's network quality on customer satisfaction levels across various regions in Indonesia, (2) identify the main factors causing customer dissatisfaction with Telkomsel's services, and (3) assess the impact of network disruptions on customers' economic activities, particularly for online traders. This research employs a quantitative approach with a causal-comparative design. The independent variable is Telkomsel Network Quality (measured through indicators such as reliability, speed, stability, and coverage), while the dependent variable is Customer Satisfaction. The research population consists of 60 Telkomsel users from various regions in Indonesia, with a sample of 30 respondents selected using purposive sampling technique. Primary data were collected through questionnaires. Data analysis was conducted to test the hypothesis regarding a positive influence of network quality on customer satisfaction. The findings are expected to provide strategic recommendations for Telkomsel to improve service quality for better customer satisfaction and serve as a reference for similar studies in the telecommunications industry.
Keywords: network quality, customer satisfaction, Telkomsel, telecommunications, service quality
Downloads
Article Details
References
Adrianto, A., & Rohana, T. (2022). Model pengukuran kepuasan pelanggan dengan kualitas pelayanan pada PT. Telkomsel. Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS), 4(2), 561–566. https://doi.org/10.47065/ekuitas.v4i2.2580
Azali, Z., & Fauzia, F. (2023). Pengaruh kualitas provider Telkomsel terhadap kepuasan dan loyalitas konsumen di Desa Ciluluk. Prosiding FRIMA (Festival Riset Ilmiah Manajemen dan Akuntansi), (6), 377–392. https://doi.org/10.55916/frima.v0i6.466
Diotiharta, Y., Muktiyanto, A., & Mujtahid, I. M. (2023). Pengaruh kualitas layanan, citra merek dan harga terhadap kepuasan pengguna layanan internet PT. Telkomsel di Kota Bengkulu. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis, 11(1), 401–409. https://doi.org/10.37676/ekombis.v11i1.3070
Fery Coyando Girsang, & Tika Nirmala Sari. (2024). Penerapan kualitas pelayanan, harga dan promosi terhadap kepuasan pelanggan kartu prabayar Telkomsel. Jurnal Dunia Pendidikan, 4(3), 1180–1197. https://doi.org/10.55081/jurdip.v4i3.1980
Hidayat, R., & Rohana, T. (2022). Pengukuran loyalitas mahasiswa dengan pelayanan pegawai administrasi dan kepuasan mahasiswa. Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS), 3(4), 849–855. https://doi.org/10.47065/ekuitas.v3i4.1616
Huda, N., Lisandi, M. D. T., Albanna, H. T., Rhomadon, M. F., Hidaya, J. R., & Habrizons, F. (2024). Analisis kepuasan pengguna aplikasi MyTelkomsel menggunakan metode System Usability Scale. Simkom, 9(2), 124–133. https://doi.org/10.51717/simkom.v9i2.381
Kurniawan, A. P., & Desi, A. (2019). Kepuasan konsumen melalui kualitas produk SIM card Telkomsel. Jurnal Ilmiah Psyche, 13(1), 37–48. https://doi.org/10.33557/jpsyche.v13i1.555
Mursyid, M., Purwanta, P., & Suliantoro, S. (2023). Pengaruh kualitas pelayanan customer service terhadap kepuasan pelanggan Grapari Telkomsel Madiun. ALBAMA: Jurnal Bisnis Administrasi dan Manajemen, 16(1), 78–91. https://doi.org/10.56606/albama.v16i1.123
Putri, R., & Hidayat, R. (2022). Model pengukuran kepuasan kerja karyawan dengan kompensasi dan motivasi. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis, 10(1), 305–315. https://doi.org/10.37676/ekombis.v10i1.1776
Yopi, & Simanjuntak, J. P. (2024). Analisis kualitas layanan dan harga terhadap kepuasan pengguna kartu Telkomsel di Kota Batam. Jurnal PROFITA: Akuntansi dan Manajemen, 3(1), 1–13. https://jurnal-adaikepri.or.id/index.php/PROFITA/article/view/139