IndiHome Customer Loyalty in Bandung: Service Quality and Price

Abstract

This study aimed to determine the loyalty of IndiHome customers in the city of Bandung in terms of service quality and price. This research can be categorized as explanatory research using survey research designs. The data were collected by survey method on 400 IndiHome customers in Bandung. In measuring the items representing the constructs on a model, this study used multiple linear regression analysis with Cronbach's alpha for reliability and product-moment correlation for validity. The results showed that service quality and price significantly increased IndiHome customer loyalty in Bandung. This research implies that the company's quality of service and price are considered good. Still, management needs to be more disciplined and provide direction to employees to be faster and more responsive in serving and handling customer complaints better, especially regarding the timeliness of delivery. So, the company can deal with disruptions to compete and survive in the same industry.