Measuring Customer Satisfaction and Loyalty through Student Perception on Mobile Broadband Usage Based On Consumer Satisfaction Index Model

Rd. Okky Satria, Boy Suzanto and Iwan Sidharta

MPRA Paper from University Library of Munich, Germany

Abstract: The success of a company in today’s high level of competition requires the company to gain trust of consumers. Customer satisfaction and loyalty are crucial in order for a company to gain competitive advantages. Similarly, in the attempt to gain competitive advantages, providers of mobile broadband services should determine the extent of consumer perceptions of the services they provide. Thus, measuring the perception of satisfaction and loyalty, especially the use of mobile broadband services is the goal of this study. Exploratory research method was used towards respondents, which involved 148 students. Data were analyzed using Structural Equation Modeling (SEM), component-based Partial Least Squares (PLS). The results show that the variables of complaint, customer expectation, loyalty, perceived quality, customer satisfaction, and perceived value are significantly influential in shaping customer satisfaction and loyalty upon the use of mobile broadband services.

Keywords: customer satisfaction; loyalty; customer mobile broadband (search for similar items in EconPapers)
JEL-codes: M3 M30 M39 (search for similar items in EconPapers)
Date: 2015-06-15, Revised 2015-08-15
New Economics Papers: this item is included in nep-mkt and nep-pay
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Published in International Journal of Business Quantitative Economics and Applied Management Research 5.2(2015): pp. 56-71

Downloads: (external link)
https://mpra.ub.uni-muenchen.de/76779/1/MPRA_paper_76737.pdf original version (application/pdf)

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:pra:mprapa:76779

Access Statistics for this paper

More papers in MPRA Paper from University Library of Munich, Germany Ludwigstraße 33, D-80539 Munich, Germany. Contact information at EDIRC.
Bibliographic data for series maintained by Joachim Winter ().