Service Quality Breakdowns in Indonesia’s Telecom Industry: Insights from Customer Reviews

Ares Albirru Amsal () and Rayna Kartika
Additional contact information
Ares Albirru Amsal: University of Manchester, Alliance Manchester Business School
Rayna Kartika: Universitas Andalas, Faculty of Economics and Business

A chapter in Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022), 2023, pp 66-78 from Springer

Abstract: Abstract This study addresses and categorizes service quality failures within one of Indonesia’s leading internet service providers. Drawing upon a service quality framework tailored to the telecommunications industry, the research scrutinizes 4886 one and two-star reviews from popular Indonesian mobile application reviews. Employing content analysis techniques, this study meticulously analyzes the textual data to identify and classify various service quality deficiencies. Findings reveal critical issues related to reliability, assurance, responsiveness, network performance, empathy, convenience, and tangibles. By delving into the specific issues raised by customers in their reviews, this research sheds light on critical service failures, ultimately contributing to a deeper understanding of service quality challenges in the telecom sector. The findings have practical implications for enhancing service quality and customer satisfaction within the industry, emphasizing the significance of addressing these shortcomings to maintain competitiveness in the digital era.

Keywords: Costumer Satisfaction; Service Quality Failure; Telecommunication (search for similar items in EconPapers)
Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-350-4_8

Ordering information: This item can be ordered from
http://www.springer.com/9789464633504

DOI: 10.2991/978-94-6463-350-4_8

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().