The Analysis of Internet Service Provider (ISP) Service Quality to Maintain Customer Loyalty in The B2B Market

Authors

  • Andhika Mayasari Universitas Hasyim Asy'ari Jombang
  • Fatma Ayu Nuning Farida Afiatna Universitas Hasyim Asy'ari Jombang
  • Sumarsono Sumarsono Universitas Hasyim Asy'ari Jombang

DOI:

https://doi.org/10.31315/opsi.v16i1.8194

Keywords:

Internet, B2B, PLS-SEM

Abstract

The use of an internet network in an organization cannot be divorced from the numerous types of challenges that occur inside it, particularly those connected to network service quality., In addition, the high demand for service users has become a severe issue where people believe that the network needs to be optimally utilized. This research examined the connection between ISP service quality and B2B customer loyalty to business Internet services. This work employs Structural Equation Modeling with Partial Least Square methodology for SEM data analysis (PLS-SEM). The research revealed a favourable and statistically significant correlation between BP trust and BP loyalty. Because BP believes in the quality and service of ISP providers, they are typically loyal to BP. In addition, NQ and SP have a sizeable direct association with client loyalty. Moreover, this research showed that QSTS had a good and substantial effect on BP's level of trust. Meanwhile, CSTS, NQ, and SP have a favourable and significant impact on BP value.

References

Cortez, R. M., Clarke, A. H., & Freytag, P. V. (2021). B2B Market Segmentation : A Systematic Review and Research Agenda. Journal of Business Research, 126(December 2020), 415–428. https://doi.org/10.1016/j.jbusres.2020.12.070

Fatoni, F., & Sandra, S. (2015). Evaluasi Kualitas Dan Pengguna Jaringan Internet. Jurnal Informatika, 4(1), 51–64.

Law, L., & Fong, N. (2020). Applying Partial Least Squares Structural Equation Modeling (PLS-SEM) in An Investigation of Undergraduate Students’ Learning Transfer of Academic English. Journal of English for Academic Purposes, 46. https://doi.org/10.1016/j.jeap.2020.100884

Liu, Y., Foscht, T., Eisingerich, A. B., & Tsai, H. (2017). Strategic Management of Product and Brand Extensions : Extending Corporate Brands in B2B vs . B2C Markets. Industrial Marketing Management, April, 0–1. https://doi.org/10.1016/j.indmarman.2017.12.016

Lius, W. W. (2021). Analisa Pengaruh Penggunaan Media Sosial Melalui Konten Dan Kualitas Pada Customer Loyalty B2b: Peran Kepercayaan. Journal of Sustainable Business Hub, 2(2), 34–52.

Mayasari, A., Muflihah, N., Fatma Ayu Nuning F.A., & Ummah, I. (2020). Pengembangan Usaha Batik Jatipelem Jombang Menggunakan Partial Least Square (PLS) dan Structural Equation Model (SEM). Cyber-Techn, 14(02), 1–9. https://ojs.stt-pomosda.ac.id/index.php/April20/article/view/173

Muslim, E., Shabrina, G., & Prianda, I. (2019). Analisis Strategi Peningkatan Loyalitas Customer B2B e-Commerce, Studi Kasus: GMF Aerotrade di PT. GMF Aeroasia. MATRIK, XIX(2), 37–46. https://doi.org/10.30587/matrik.v19i2.729

Quach, T. N., Thaichon, P., & Jebarajakirthy, C. (2016). Internet Service Providers’ Service Quality and its Effect On Customer Loyalty of Different Usage Patterns. Journal of Retailing and Consumer Services, 29, 104–113. https://doi.org/10.1016/j.jretconser.2015.11.012

Sumarsono, Mayasari, A., & Ayu, F. (2021). Daya Saing UMKM Pertanian-Pengolahan-Perdagangan Berdasarkan Logistical-Crossfunctional Drivers. Seminar Nasional SAINSTEKNOPAK Ke-5, 1–10.

Syauqi, F. (2019). Kualitas Layanan Dan Inovasi Layanan Terhadap Kepuasan Konsumen Galih Production. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 4(1), 115–126. https://doi.org/10.37715/jp.v4i1.1498

Downloads

Published

2023-06-19

Issue

Vol. 16 No. 1 (2023): ISSN 1693-2102

Section

Artikel

License

Authors who publish articles in this journal agree to the following conditions:

  1. Copyright remains with the author and gives the Opsi journal the right as a priority to publish its articles with Creative Commons Attribution 4.0 International license. Which allows articles to be shared with acknowledgement of the author of the article and this journal as the place of publication.
  2. Authors can distribute their articles on a non-exclusive basis (e.g. in university repositories or books) with notification or acknowledgement of publication in Opsi journals.
  3. Authors are allowed to post their work online (e.g. on a personal website or in a university repository) before and after the submission process (see The Effect of Open Access)
 

Lisensi Creative Commons

This work is Licensed Under a Creative Commons Attribution 4.0 International license.