The Effect of Complaint Handling on Customer Loyalty and its Impact on Customer Satisfaction (Study on Consumers of PT Telkom Witel of West Kalimantan)

Autor: Wika Nurul Hidayah Nur Fadilah, Wendy Wendy, Erna Listiana, Heriyadi Heriyadi, Nurul Komari
Rok vydání: 2023
Zdroj: East African Scholars Journal of Economics, Business and Management. 6:11-16
ISSN: 2617-7269
2617-4464
DOI: 10.36349/easjebm.2023.v06i01.002
Popis: Many digital products emerged during the digital era as humans began to coexist with them. Telecommunications is one of many changes in human life due to the development in the current era. There are numerous telecommunications companies in Indonesia today, including PT. Telkom Indonesia, Tbk, PT. Indosat, Tbk, PT. XL Axiata, Tbk, and others. PT Telkom Indonesia is Indonesia's largest telecommunications and network service provider. It is a large and well-known company among young people in West Kalimantan. As a result, it strives to provide the most recent innovations and the best customer service. Customer handling has a significant impact on Customer Satisfaction and ensures a positive image for the community. This study aimed to analyze the effect of Complaint Handling on Customer Loyalty which, in turn, would have an impact on Customer Satisfaction at PT Telkom Indonesia. To collect the data, researchers distributed a questionnaire to 205 respondents who were chosen using a purposive sampling technique. Subsequently, the obtained data were analyzed employing Structural Equation Modeling (SEM) via AMOS 26 statistical software. The findings indicated that 1) Complaint Handling had a positive and significant effect on Customer Loyalty, 2) Complaint Handling had a positive and significant effect on Customer Satisfaction, 3) Customer Loyalty had a positive and significant effect on Customer Satisfaction, and 4) Customer Loyalty could mediate the relationship between Complaint Handling and Customer Satisfaction.
Databáze: OpenAIRE
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