Work

The Effect of Loyalty Program and Service Quality on Customer Loyalty in Telecommunications Services PT PLN Icon Plus

Year: 2024

Type: article

Abstract: The increase in people's need for access to information to connect with the outside world has triggered an increase in demand for telecommunications services, this has led to the relatively rapid growth of the digital telecommunications industry in Indonesia. This research aims to determine the impact of loyalty programs and service quality on customer loyalty. The research method used is a quantitative method using PLS in analyzing the results. There were 100 people as samples in this research obtained using a purposive sampling technique. This data was collected by distributing questionnaires to respondents via Google Form. The results of this research show that loyalty programs and service quality have a significant positive effect on customer loyalty in PT PLN ICON PLUS telecommunications services.

Source: Formosa Journal of Science and Technology

DOI: 10.55927/fjst.v3i9.11310

Authors: Miftahul Huda, Supriyono Supriyono

Institution: University of Pembangunan Nasional Veteran Jawa Timur

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: diamond

OpenAlex ID: W4403309181

FWCI:

Cites:

Cited by:

Related to: 10