Pengaruh Penanganan Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Mediasi pada PT. Indosat Tbk
DOI:
https://doi.org/10.61722/jiem.v3i11.7227Keywords:
Complaint handling, Service quality, Customer loyalty, Customer satisfaction.Abstract
The development of telecommunication technology has progressed very rapidly. This advancement has encouraged telecommunication companies, including PT Indosat Tbk, to launch various mobile phone products. Customers will not switch to other products if companies are able to create customer satisfaction, one of which is by handling customer complaints effectively. The purpose of this study is to identify customer performance perceptions, expectations, satisfaction levels, and the aspects that need improvement to enhance complaint handling at PT Indosat Tbk. The results indicate that complaint handling at PT Indosat Tbk has a positive and significant effect on customer satisfaction, with a coefficient of 0.47, as well as on customer loyalty, with a coefficient of 0.36. Customer satisfaction also has a significant effect on loyalty, with a coefficient value of 0.52. Based on the mediation analysis, the obtained value of z = 3.10 with p = 0.002 shows that customer satisfaction significantly mediates the relationship between complaint handling and customer loyalty.
References
Arshad, F. N., & Haroon, M. (2023). Trust the Shield: Unveiling the Warranty’s Power in Building Customer Loyalty through Complaint Resolution. Review of Economics and Development Studies, 9(2), 111–131. https://doi.org/10.47067/reads.v9i2.487
Fadilah, W. N. H. N., Wendy, W., Listiana, E., Heriyadi, H., & Komari, N. (2023). The Effect of Complaint Handling on Customer Loyalty and its Impact on Customer Satisfaction (Study on Consumers of PT Telkom Witel of West Kalimantan). East African Scholars Journal of Economics, Business and Management, 6(1), 11–16. https://doi.org/10.36349/easjebm.2023.v06i01.002
Istanbulluoglu, D., & Sakman, E. (2024). Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal, 42(1), 11–22. https://doi.org/10.1016/j.emj.2022.06.004
Maxham Iii, J. G., & Netemeyer, R. G. (2002a). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. https://doi.org/10.1016/s0022-4359(02)00100-8
Maxham Iii, J. G., & Netemeyer, R. G. (2002b). Multiple Service Failures and Recovery Efforts / 57 A Longitudinal Study of Complaining Customers’ Evaluations of Multiple Service Failures and Recovery Efforts. https://doi.org/10.1509/jmkg.66.4.57.18512
Sugathan, P., Rossmann, A., & Ranjan, K. R. (2018). Toward a conceptualization of perceived complaint handling quality in social media and traditional service channels. European Journal of Marketing, 52(5–6), 973–1006. https://doi.org/10.1108/EJM-04-2016-0228
Susanti, E. (2021). COMPLAINTS HANDLING SATISFACTION MEDIATES BETWEEN COMPLAINTS HANDLING TO CUSTOMER LOYALTY FOR THE INDONESIAN BANKING INDUSTRY ARTICLE INFO ABSTRACT. In International Journal of Digital Entrepreneurship and Business (IDEB) (Vol. 2, Issue 2). https://doi.org/10.52238/ideb.v2i2.69
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. International Journal of Bank Marketing, 28(2), 88–112. https://doi.org/10.1108/02652321011018305
Yin Lam, S., Shankar, V., & Krishna Erramilli Bvsan Murthy, M. (2004). Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context. https://doi.org/10.1177f0092070304263330
Downloads
Published
Issue
Section
License
Copyright (c) 2025 JURNAL ILMIAH EKONOMI DAN MANAJEMEN
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
