Analysis of Aspects Required to Improve Customer Experience in Indonesia’s Internet Broadband
DOI:
https://doi.org/10.21512/becossjournal.v3i3.7687Keywords:
Internet Broadband, Customer Experience, Customer JourneyAbstract
In the digital age, transactions range from hailing a taxi to watching TV shows on demand that depend on an internet connection. As consumers have more power than ever before, today’s internet service providers face more demanding service expectations from customers than in the past, they recognize the need to improve certain aspects of business, including the quality of the experience they provide to customers. In other words, meeting the demands of broadband internet has its own challenges. The purpose of this study is to provide insights regarding challenges along the customer journey as the opportunities for improvement. The results showed that longer time from ordering to installation and frequent network disconnection are prioritized customer experience issues in internet broadband business and service providers need to focus on improving on the way companies engage the customers through reliable touch points and resetting the way people work in the organization to be more customer-centric.
Plum Analytics
References
Bain & Company, Inc. (2016). Loyalty Insights Introducing: The Net Promoter System. Retrieved from https://www.bain.com/contentassets/a0e49354bbe74390831ae2b899be35d1/loyalty_insights_1_introducing_the_net_promoter_system_update.pdf
Jaiswal, K., & Niraj, R. (2011). Examining Mediating Role of Attitudinal Loyalty and Nonlinear Effects in Satisfaction-Behavioral Intentions Relationship. Journal of Services Marketing, 25, 165- 175.
Kotler, P., Burton, S., Deans, K., Brown, L., & Armstrong, G. (2013). Marketing (9th ed.). NSW, Australia: Pearson Australia.
Kotler, P., & Armstrong, G. (2018). Principles of Marketing. (15th ed.). Global Edition. Pearson.
Reichheld, Frederick F. (2003). One Number You Need to Grow. Harvard Business Review. PMID 14712543
Thaichon, P., Lobo, A. and Mitsis, A. (2014). Achieving Customer Loyalty Through Service Excellence in Internet Industry. International Journal of Quality and Service Sciences, Vol. 6 No. 4, pp. 274-289
Wang, C. and Wu, L. (2012). Customer Loyalty and The Role of Relationship Length. Managing Service Quality: An International Journal, Vol. 22 No. 1, pp. 58-74.
Downloads
Published
Issue
Section
License
Copyright (c) 2021 Business Economic, Communication, and Social Sciences (BECOSS) Journal
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)