Analysis of Effects of Price, Service Quality, and Information Factors on Customer Satisfaction and Its Impact on the Commitment of Broadband Internet Customers

Abstract

This research was conducted with the aim of analyzing the effects of price, service quality, and information factors on customer satisfaction and its impact on the commitment of broadband internet customer. The sample used in this research was 200 respondents of MyRepublic broadband internet service customers taken with simple random sampling technique. The data analysis in this research was Structural Equation Model (SEM) which was carried out using Lisrel 8.80 program. The results showed that the price, service quality, and information quality factors had a direct and positive and significant effect on customer satisfaction and broadband internet customer commitment. Meanwhile, price, service quality, and information quality had an indirect, significant, and positive correlation to customer commitment but did not have an indirect correlation to customer satisfaction.

Keywords: price, information quality, service quality, customer satisfaction, customer commitment.

DOI: 10.7176/EJBM/11-23-03

Publication date: August 31^st 2019