Study on the Impact of Price and Functional Quality towards Customer Satisfaction of Mobile Network Providers in Indonesia
Abstract
The study is designed to investigate the relationship between price and functional quality towards customer satisfaction of leading mobile network service providers in Indonesia. 210 data were collected from respondents in top five cities namely Jakarta, Surabaya, Medan, Bandung and Semarang. The study finds that price, and flexibility are the drivers of customer satisfaction of mobile network providers. The current research has taken into account new driver of customer satisfaction in a high-growth market and this is the first study on drivers of customer satisfaction of leading mobile network providers in the top five cities of Indonesia.