Influence of Service Quality, Price Perception and Quality of the Customer Experience Customer Loyalty with Customer Satisfaction as a Variable Intervening

Abstract

The impact Covid-19 epidemic made all operations have gone digital in response to the Next Normal. Increasing competition in the information and communication industry demonstrates the progress of digital transformation for the telecommunication requirements of not only individuals, but also businesses as the primary target market form of company. To maintain the longevity of the company's operation, steps must be taken to understand the demands of customer satisfaction. This study aims to analyze Service Quality, Price Perceptions and Customer Experience on Customer Loyalty of Telkom Indonesia's Enterprise Company with Consumer Satisfaction as an Intervening Variable. According to internal business data for 2022, the research population is 150 enterprise customers with SEM-PLS as analysis method. The results showed that service quality, price perception and customer experience had a significant positive effect on enterprise customer satisfaction and customer satisfaction had a significant positive effect on customer loyalty. Customer satisfaction has a significant positive effect on Service Quality and Price Perception on customer loyalty, while Customer Experience has an insignificant positive effect on customer loyalty.