TY - GEN
T1 - Determining Factors Affecting Customer Loyalty to Internet Service Provider during the COVID-19 Pandemic
T2 - 2022 Asia-Pacific Computer Technologies Conference, APCT 2022
AU - Prasetyo, Yogi Tri
AU - Ong, Ardvin Kester S.
AU - Nadlifatin, Reny
AU - Ong, Bryan Alexander Setiady
AU - Adiguna, Luke Pratama
AU - Asallie, Ivan
AU - Tanto, Hans
AU - Arden, Kenny
N1 - Publisher Copyright:
© 2022 IEEE.
PY - 2022
Y1 - 2022
N2 - Internet Service Provider (ISP) has been a critical aspect during the COVID-19 pandemic especially in developing countries such as Indonesia. The purpose of this study was to determine factors affecting customer loyalty to ISP in Indonesia during the COVID-19 pandemic by utilizing a structural equation modeling (SEM) approach. There were 252 respondents who voluntarily answered an online questionnaire which consisted of 49 questions that covered several factors such as Customer Service Performance (CSP), Internet Quality (IQ), Router Quality (RQ), Payment Method (PM), Internet Package (IP), Security & Privacy (SP), Promotion (P), COVID-19 impact (CV), Customer Satisfaction (CS), and Customer Loyalty (CL). SEM showed that IQ was found to have the highest effect on CS which subsequently led to CL, followed by SP, CSP, RQ, and PM. This study is one of the first studies that explored customer loyalty to Internet Service Providers during the COVID-19 pandemic. The SEM construct can be applied and extended to enhance customer satisfaction on ISP particularly in developing countries.
AB - Internet Service Provider (ISP) has been a critical aspect during the COVID-19 pandemic especially in developing countries such as Indonesia. The purpose of this study was to determine factors affecting customer loyalty to ISP in Indonesia during the COVID-19 pandemic by utilizing a structural equation modeling (SEM) approach. There were 252 respondents who voluntarily answered an online questionnaire which consisted of 49 questions that covered several factors such as Customer Service Performance (CSP), Internet Quality (IQ), Router Quality (RQ), Payment Method (PM), Internet Package (IP), Security & Privacy (SP), Promotion (P), COVID-19 impact (CV), Customer Satisfaction (CS), and Customer Loyalty (CL). SEM showed that IQ was found to have the highest effect on CS which subsequently led to CL, followed by SP, CSP, RQ, and PM. This study is one of the first studies that explored customer loyalty to Internet Service Providers during the COVID-19 pandemic. The SEM construct can be applied and extended to enhance customer satisfaction on ISP particularly in developing countries.
KW - COVID-19
KW - customer loyalty
KW - developing country
KW - internet provider
KW - structural equation modelling
UR - http://www.scopus.com/inward/record.url?scp=85137165119&partnerID=8YFLogxK
U2 - 10.1109/APCT55107.2022.00009
DO - 10.1109/APCT55107.2022.00009
M3 - Conference contribution
AN - SCOPUS:85137165119
T3 - Proceedings - 2022 Asia-Pacific Computer Technologies Conference, APCT 2022
SP - 21
EP - 31
BT - Proceedings - 2022 Asia-Pacific Computer Technologies Conference, APCT 2022
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 7 January 2022 through 9 January 2022
ER -