jbm@fe.unpad.ac.id
Vanessa Gaffar:

I believe that you would serve as an excellent reviewer of the manuscript, "SERVICE QUALITY ON CUSTOMER’S LOYALTY OF INDONESIA INTERNET SERVICE PROVIDER DURING COVID-19," which has been submitted to Jurnal Bisnis dan Manajemen. The submission's abstract is inserted below, and I hope that you will consider undertaking this important task for us.

Please log into the journal web site by 2021-02-10 to indicate whether you will undertake the review or not, as well as to access the submission and to record your review and recommendation.

The review itself is due 2021-02-17.

Submission URL: http://journal.feb.unpad.ac.id/index.php/jbm/reviewer/submission/95?key=ACCESS_KEY

Thank you for considering this request.

Deru R Indika
SCOPUS ID: 57215771343, Universitas Padjadjaran
deru.indika@unpad.ac.id



"SERVICE QUALITY ON CUSTOMER’S LOYALTY OF INDONESIA INTERNET SERVICE PROVIDER DURING COVID-19"

Abstract

Telecommunications industry in Indonesia has grown rapidly during the pandemic of COVID-19, since the issuance of the government regulation regarding stay at home, working from home, study from home, and PSBB (Pembatasan Sosial Berskala Besar). This leads to a price war among the Indonesia Internet Service Provider since they sell the same products and services to the customers. During COVID-19, The increasing number of subscribers is getting higher along with the increasing high churn rate and low average revenue per user that indicates a decline in loyalty. Given the situation, the present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to action of internet service provider. A quantitative approach through a survey questionnaire was used to collect primary data. Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The research framework was tested using PLS-SEM. The findings and results show: Firstly, service quality directly influences attitudinal loyalty. Secondly, service quality and attitudinal loyalty directly effect on  behavioural loyalty. It implies if customers perceive good service quality in using their providers then they will have intention to be loyal and action to stay loyal with the current provider.
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Jurnal Bisnis dan Manajemen
http://journal.feb.unpad.ac.id/index.php/jbm