Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management)
Telecommunication technology is becoming a prospective business area in Indonesia nowadays. Based on research that has been done by Frost & Sullivan (2011), subscriber penetration for cellular industry reaches 108%. This is showing us that the necessity of cellular telecommunication services is...
| Main Authors: | , |
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2013
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| _version_ | 1797032918921510912 |
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| author | , Hilman Halim , Wahyu Sardjono, M.M. |
| author_facet | , Hilman Halim , Wahyu Sardjono, M.M. |
| author_sort | , Hilman Halim |
| collection | UGM |
| description | Telecommunication technology is becoming a prospective business area in
Indonesia nowadays. Based on research that has been done by Frost & Sullivan
(2011), subscriber penetration for cellular industry reaches 108%. This is showing
us that the necessity of cellular telecommunication services is high.
Since UU RI no. 36/1999 that regulates the free market competition for
wireless telecommunication industry, the competition in this industry becomes
fierce. There are 10 cellular operators competing in this industry. This situation
makes the demand power of customer higher. This condition makes customer
churn rate among the operator becomes high. High churn rate means high
potential revenue lost for the existing operator. Based on Reasearch on Asia
Holding (2012), Indonesia is in the first place in the term of churn rate in Asia for
the year 2011. The purpose of this research is to find the factors that can effect
customer loyalty. This research will also find the indicators of each factor. After
all of the factors are found, the relation model for those factors with customer
loyalty will be searched.
By using factor analysis method, 5 factors that efecting customer loyalty
found. They are voice network quality, customer support, competitive strategy,
procedural switching cost, and customer retention program. By using linear
regression method, founded that voice network quality is the most effecting
factor. The second is competitive strategy, next is customer retention program,
customer support, and procedural switcing cost is in the last place. |
| first_indexed | 2024-03-13T22:45:58Z |
| format | Thesis |
| id | oai:generic.eprints.org:118282 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T22:45:58Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1182822016-03-04T08:38:46Z https://repository.ugm.ac.id/118282/ Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) , Hilman Halim , Wahyu Sardjono, M.M. ETD Telecommunication technology is becoming a prospective business area in Indonesia nowadays. Based on research that has been done by Frost & Sullivan (2011), subscriber penetration for cellular industry reaches 108%. This is showing us that the necessity of cellular telecommunication services is high. Since UU RI no. 36/1999 that regulates the free market competition for wireless telecommunication industry, the competition in this industry becomes fierce. There are 10 cellular operators competing in this industry. This situation makes the demand power of customer higher. This condition makes customer churn rate among the operator becomes high. High churn rate means high potential revenue lost for the existing operator. Based on Reasearch on Asia Holding (2012), Indonesia is in the first place in the term of churn rate in Asia for the year 2011. The purpose of this research is to find the factors that can effect customer loyalty. This research will also find the indicators of each factor. After all of the factors are found, the relation model for those factors with customer loyalty will be searched. By using factor analysis method, 5 factors that efecting customer loyalty found. They are voice network quality, customer support, competitive strategy, procedural switching cost, and customer retention program. By using linear regression method, founded that voice network quality is the most effecting factor. The second is competitive strategy, next is customer retention program, customer support, and procedural switcing cost is in the last place. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , Hilman Halim and , Wahyu Sardjono, M.M. (2013) Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management). UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=58226 |
| spellingShingle | ETD , Hilman Halim , Wahyu Sardjono, M.M. Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title | Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title_full | Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title_fullStr | Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title_full_unstemmed | Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title_short | Analisis Faktor-faktor yang Mempengaruhi Tingkat Loyalitas Pelanggan Pada Industri Telekomunikasi Bergerak di Indonesia (Churn Management) |
| title_sort | analisis faktor faktor yang mempengaruhi tingkat loyalitas pelanggan pada industri telekomunikasi bergerak di indonesia churn management |
| topic | ETD |
| work_keys_str_mv | AT hilmanhalim analisisfaktorfaktoryangmempengaruhitingkatloyalitaspelangganpadaindustritelekomunikasibergerakdiindonesiachurnmanagement AT wahyusardjonomm analisisfaktorfaktoryangmempengaruhitingkatloyalitaspelangganpadaindustritelekomunikasibergerakdiindonesiachurnmanagement |