The Influence of Customer Satisfaction, Switching Cost, and Service Quality on Customer Retention of Indihome Customers in Sidoarjo
Pengaruh Kepuasan Pelanggan, Perubahan Harga, dan Kualitas Pelayanan terhadap Retensi Pelanggan pada Indihome Di Sidoarjo
DOI:
https://doi.org/10.21070/ups.7985Keywords:
Costumer Satisfaction, Switching Cost, Service Quality, Customer RetentionAbstract
This study aims to analyze the effect of customer satisfaction,switching costs,and service quality on IndiHome customer retention in Sidoarjo. This study uses a quantitative approach involving 100 respondents selected through purposive sampling. Data were obtained from questionnaires and analyzed using SPSS 26. Various tests were conducted, such as validity, reliability, normality, multicollinearity, heteroscedasticity, multiple linear regression, coefficient of determination (R²) test, and partial test (t-test). The results show that the three independent variables have a significant effect on customer retention. Switching costs make the largest contribution because they create barriers for customers to switch. Service quality, including reliability and responsiveness, strengthens customer loyalty. Meanwhile, customer satisfaction is an important foundation for supporting long-term relationships although its influence is lower than the other two variables. This study concludes that a holistic strategic approach is needed to improve customer retention, including managing switching costs, improving service quality, and maintaining customer satisfaction.
Downloads
References
D. S. Wahyuni, E. Sunarya, And N. Norisanti, “Analisis Retensi Pelanggan Dan Switching Costs Terhadap Loyalitas Pelanggan Indihome,” Journal Of Management And Bussines (Jomb), Vol. 4, No. 1, Pp. 99–107, Mar. 2022, Doi: 10.31539/Jomb.V4i1.741.
Rohmial, “Pengaruh Kualitas Pelayanan Dan Kepuasan Terhadap Loyalitas Pelanggan Wifi Indihome Pt. Telekomunikasi Indonesia Wilayah Sumatera Selatan,” Jurnal Keuangan Dan Bisnis, Vol. 20, Pp. 56–71, 2022.
P. Sopiyan, “Pengaruh Customer Perceived Value Dan Switching Barriers Terhadap Customer Retention,” Jurnal Ilmiah Manajemen, Vol. 12, Pp. 455–463, 2021.
S. Fuadi, E. Wijayanti, And Suyadi, “Pengearuh Kualitas Produk, Kualitas Pelayanan, Persepsi Harga Dan Promosi Terhadap Keputusan Pembelian Indihome Pada Pt.Telkom Metro,” Kalianda Halok Gagas, Vol. 4, No. 2, Pp. 144–157, Apr. 2022, Doi: 10.52655/Khg.V4i2.30.
N. Agustian And D. Retnowati, “Analisis Kualitas Layanan Pelanggan Untuk Produk Indihome Di Telkom Witel Sidoarjo,” 2018.
S. Rio Sasongko And K. Penulis, “Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan,” Jurnal Ilmu Manajemen, Vol. 3, No. 1, Pp. 104–114, 2021, Doi: 10.31933/Jimt.V3i1.
G. F. P. E. De R. Parera Hermina Dd Septia*, “Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Harga Menuju Kepuasan Pelanggan Dalam Meningkatkan Retensi Pelanggan,” Eurasia: Ekonomi & Bisnis, 9(27), 2019.
M. Thaher, M. Ikhwan, M. Haeruddin, M. Ilham, And W. Haeruddin, “Pengaruh Customer Satisfaction, Switching Cost, Dan Trust In Brand Terhadap Customer Retention (Studi Kasus Pada Mahasiswa Pelanggan E-Commerce Go-Jek Di Jurusan Manajemen Fakultas Ekonomi Unm),” Journal Of Business Issues, Vol. 2, Pp. 115–138, 2023.
Y. Mevia, K. Komariah, R. Deni, M. Danial, And U. M. Sukabumi, “Analysis Of Service Quality And Customer Trust Of Customer Retention Analisis Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Customer Retention,” 2022. [Online]. Available: Http://Journal.Yrpipku.Com/Index.Php/Msej
A. Novianto Margarena Et Al., “The Influence Of Customer’s Satisfaction, Switching Barrier And Trust For Brands On Customer Retention: A Research On Millennials,” 2020. [Online]. Available: Www.Kominfo.Go.Id
M. Rofiq, A. Firdi, M. Management, And H. Respati, “The Effect Of Brand Image And Social Media On Customer Retention Through Customer Satisfaction At Kaliwatu Adventure,” 2020. [Online]. Available: Www.Ijisrt.Com
D. Amanah, B. Handoko, H. Rifki Hafas, D. Ansari Harahap, And D. Ansari, “Customer Retention: Switching Cost And Brand Trust Perspectives,” 2021.
R. Istiqomawati, M. Quraisy, A. Widiyastuti, And S. Yogyakarta, “Pengaruh Switching Cost Terhadap Customer Retention Di Bank Syariah,” Jurnal Kajian Akutansi Dan Keuangan, Vol. 2, No. 2, Pp. 7–14, 2022, Doi: 10.56393/Pacioli.V2i2.1346.
S. Nugroho, S. Kempa, And T. Wiliater Soaloon Panjaitan, “Logistic Service Quality And Customer Satisfaction To Customer Retention On Rice Producer Industry,” Shs Web Of Conferences, Vol. 76, P. 01048, 2020, Doi: 10.1051/Shsconf/20207601048.
F. G. Saputro, A. D. Sasono, J. Suyono, D. R. Elisabeth, And A. T. Bonn, “The Effect Of Customer Relationship Marketing And Service Quality On Customer Retention With Customer Satisfaction As A Mediating Variable In Forwardingcompanies In Surabaya,” International Journal Of Entreprenuership And Business Development, Vol. 03, Pp. 470–478, 2020.
D. Amanah, D. Ansari Harahap, And M. Gunarto, “Bagaimana Responsivitas Dan Biaya Peralihan Mempengaruhi Retensi Pelanggan?,” Jurnal Ilmiah Poli Bisnis, Vol. 13, Pp. 23–36, 2021, [Online]. Available: Https://Ejournal2.Pnp.Ac.Id/Index.Php/Jipb
F. Wahyuni, R. Arifin, And A. Rachmat Slamet, “Analisis Pengaruh Customer Service Quality, Customer Satisfaction, Switching Cost Dan Trust In Brand Terhadap Customer Retention (Studi Pada Pengguna Kartu Simpati Telkomsel Malang) Oleh,” 2020. [Online]. Available: Www.Fe.Unisma.Ac.Id
F. K. Hadi And A. Prakosa, “Pengaruh Service Quality, Perceived Value, Dan Switching Barrier Terhadap Customer Retention,” 2022.
A. Azlan Bin Hamzah And M. Farid Shamsudin, “Why Customer Satisfaction Is Important To Business?,” 2020. [Online]. Available: Www.Jusst.Abrn.Asia
A. Puspaningrum, “The Influence Of Brand Image On Satisfaction To Improve Customer Retention Towards Batik Keris In Malang City,” Jurnal Aplikasi Manajemen, Vol. 18, No. 1, Pp. 142–151, Mar. 2020, Doi: 10.21776/Ub.Jam.2020.018.01.14.
T. Setiawan, R. Henryanto, W. Halim, P. Siswanto, And H. Cahyadi, “Pengaruh Service Quality, Satisfaction, Dan Perceived Switching Cost Terhadap Customer Loyalty Operator Seluler,” 2020.
P. Nafra Berliana, T. Handayani, F. Ekonomi Dan Bisnis, And U. Pembangunan Nasional Veteran Jakarta, “Analisis Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan (Studi Kasus Pada Jne Cabang Corolet, Daerah Tangerang Selatan),” 2020.
A. Tanjung And B. Sanawiri, “Pengaruh Customer Satisfaction Terhadap Customer Retention(Survei Pelanggan J.Co Donut & Coffee Malang),” Jurnal Administrasi Bisnis (Jab), Vol. 53, 2019.
T. Setiawan, “Pengaruh Iklan Dan Loyalitas Merek Serta Persepsi Kualitas Terhadap Minat Beli Konsumen (Studi Kasus Pada Toko Annisa Batik Medan),” 2022.
M. Zakiy And M. Haryanto, “Linking Of Service Quality And Switching Costs With Turnover Intentions: The Mediating Role Of Customer Loyalty,” 2021.
M. Khalid, M. Anthon, And I. Thomas, “The Effect Of Service Quality And Relationship Marketing On Switching Costs, Customer Satisfaction, And Customer Retention: A Study On The Customers Of Bank Perkreditan Rakyat In East Nusa Tenggara,” Eurasia: Economics & Business, Vol. 1, No. 43, 2021, Doi: 10.18551/Econeurasia.2021-01.
“Analisis Pengaruh Customer Satisfaction, Switching Cost, Dan Trust In Brand Terhadap Customer Retention (Studi Kasus: Produk Kartu Seluler Prabayar Simpati Wilayah Semarang)”.
J. M. M. Joudeh And A. O. Dandis, “Service Quality, Customer Satisfaction And Loyalty In An Internet Service Providers,” International Journal Of Business And Management, Vol. 13, No. 8, P. 108, Jun. 2019, Doi: 10.5539/Ijbm.V13n8p108.
A. A. Sutanti And U. Putera Batam, “Andalas Management & Accounting Journal Pengaruh Kualitas Pelayanan Terhadap Customer Retention Pada Pt Patam Mulya Jaya Di Batam The Influence Of Service Quality On Customer Retention At Pt Patam Mulya Jaya In Batam,” Andalas Management & Accounting Journal, Vol. 01, No. 2, Pp. 60–66, 2023, [Online]. Available: Http://Www.Batamkota.Bps.Co.Id
E. Erliana, “Pengaruh Service Quality Dan Relationship Marketing Terhadap Customer Retention Pada Pt. Bpr Dana Mulia Sejahtera Di Tanjungpinang,” 2022.
M. Melindai And L. Gandajaya, “Pengaruh Customer Satisfaction Terhadap Customer Retention Dengan Mediasi Customer Trust Dan Switching Barriers Pada Kokumi,” Journal Of Accounting And Business Studies, Vol. 7, Pp. 67–83, 2022.
L. Martha And D. P. Anugrah, “Pengaruh Kepuasan Pelanggan, Switching Barrierdan Kepercayaan Pelanggan Terhadap Costumer Retentiondi Azzwars Perfume Kota Padang,” Jurnal Ilmiah Ilmu Manajemen Dan Kewirausahaan, Vol. 3, Pp. 423–441, 2023.
A. Budi Paryanti, S. Tinggi Manajemen Labora, And U. Dirgantara Marsekal Suryadarma, “Analisis Pengaruh Customer Satisfaction Dan Trust In Bran Terhadap Customer Retention (Studi Kasus Pengguna Kartu Xl Di Sekolah Tinggi Manajemen Labora).”
Julyanthry, D. Eka Putri, N. Triapnita Nainggolan, N. Butarbutar, And A. Sudirman, “Analisis Keunggulan Bersaing Umkm Ditinjau Dari Aspek Modern Marketing Mix 4ps Pada Umkm Di Kota Pematangsiantar,” 2022.
R. Pratama, M. I. Herdiansyah, D. Syamsuar, And A. Syazili, “Prediksi Customer Retention Perusahaan Asuransi Menggunakan Machine Learning,” Jurnal Sisfokom (Sistem Informasi Dan Komputer), Vol. 12, No. 1, Pp. 96–104, Mar. 2023, Doi: 10.32736/Sisfokom.V12i1.1507.
M. R. Hidayat, F. A. Widiyatmoko, And P. Kresnapati, “Tingkat Aktifitas Fisik Siswa Boarding School Dan Siswa Non Boarding School Di Smp Muhammadiyah 04 Sukorejo,” 2021.
V. Suyono Putri, R. Eka Febriansah, D. Komala Sari, And U. Muhammadiyah Sidoarjo, “The Influence Of Brand Image, Electronic Word Of Mouth And Price On Purchase Intention For Mixue Products In Sidoarjo Distrct Pengaruh Brand Image, Electronic Word Of Mouth Dan Harga Terhadap Purchase Intention Pada Produk Mixue Di Kecamatan Sidoarjo,” 2024, [Online]. Available: Https://Data.Goodstats.Id/
F. A. Y. Rahmatika And L. Indayani, “The Influence Of Brand Image, Product Quality And Price On Purchase Decisions For Beauty Glow Skincare In Sidoarjo,” Indonesian Journal Of Law And Economics Review, Vol. 17, Nov. 2022, Doi: 10.21070/Ijler.V17i0.799.
A. Mahihody And J. S. H. Hinonaung, “Factors Influencing The Incident Of Underweight Children Under Five Years In Sangihe Regency,” Jurnal Info Kesehatan, Vol. 18, No. 1, Pp. 40–49, Jun. 2020, Doi: 10.31965/Infokes.Vol18.Iss1.323.
P. N. Leri, E. Santi, And I. Rosita, “Pengaruh Minat, Dukungan Orang Tua Dan Citra Kampus Terhadap Keputusan Mahasiswa Memilih Kuliah Di Jurusan Akuntansi Politeknik Negeri Padang (Studi Empiris Pada Mahasiswa Program Studi D-Iii Dan D-Iv Akuntansi Politeknik Negeri Padang),” 2022. [Online]. Available: Https://Akuntansi.Pnp.Ac.Id/Jabei
R. Hidayati, A. S. Kusmanto, And A. Kiswantoro, “Development And Construct Validation Of Indonesian Students Self-Confidance Scale Using Pearson Product Moment,” Pegem Journal Of Education And Instruction, Vol. 13, No. 3, Jan. 2023, Doi: 10.47750/Pegegog.13.03.11.
R. D. Sugiarta, F. Arofiati, And E. M. Rosa, “Validity And Reliability Of Research Instruments On The Effect Of Motivation On Nurse Performance In Moderation With Nurse Credentials,” Jmmr (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), Vol. 12, No. 1, Apr. 2023, Doi: 10.18196/Jmmr.V12i1.6.
Y. Arnas And Y. Harsono, “The Effect Of Work Discipline And Work Environment On Employee Performance At Pt Axia Multi Sarana Kota Jakarta Selatan,” 2023. [Online]. Available: Https://Jurnal.Stie-Aas.Ac.Id/Index.Php/Ijebar
D. Rizky Navianti, P. Ayu Govika Krisna Dewi, And S. Sylvan Ryanto, “Identification Of Loading And Unloading Process Time At Denpasar Goods Terminal,” Jurnal Teknologi Transportasi Dan Logistik, Vol. 4, No. 1, 2023.
R. Williams, “Heteroskedasticity,” 2020. [Online]. Available: Https://Www3.Nd.Edu/~Rwilliam/
E. Supriyanto And S. Rejeki, “The Method Used In This Study Was Multiple Linear Regression Analysis,” 2023.
I. Nur Achmad And R. Setyo Witiastuti, “Management Analysis Journal Underpricing, Institutional Ownership And Liquidity Stock Of Ipo Companies In Indonesia,” Management Analysis Journal, Vol. 7, No. 3, 2019, [Online]. Available: Http://Maj.Unnes.Ac.Id
L. J. Tasmil, N. Malau, And M. Nasution, “Pengaruh Pertumbuhan Penjualan, Current Ratio, Debt To Equity Ratioterhadap Kinerja Keuangan Pt.Sirma Pratama Nusa Periode 2014-2017,” Jurnal Ekonomi & Ekonomi Syariah , Vol. 2, 2019.
N. D. Abtiza, “Pengaruh Customer Satisfaction, Trust In Brand, Dan Switching Barrier Terhadap Customer Retention Pada Produk Skintific Dalam Perspektif Islam (Studi Pada Remaja Pengguna Skintific Yang Berusia 19-23 Tahun Di Bandar Lampung),” 2024.
R. Barja, “Pengaruh Kualitas Layanan, Loyalitas Pelanggan Dan Strategi Pemasaran Terhadap Daya Saing Perusahaan,” 2024.
A. Haris, “The Effect Of Web Quality, Customer Retention And Switching Barrier On Customer Loyalty Through Customer Satisfaction,” 2023. [Online]. Available: Https://Injurity.Pusatpublikasi.Id/Index.Php/In
H. Ayu Ranjani And B. Prabowo, “Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Pelanggan Dengan Variabel Kepuasan Konsumen Sebagai Variabel Intervening Pada J&T Express (Studi Pada J&T Express Di Kota Sidoarjo),” Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah, Vol. 6, No. 4, Pp. 4299–4311, Feb. 2024, Doi: 10.47467/Alkharaj.V6i4.882.
S. Tirtayasa, “Effect Of Product Quality And Service On Customer Loyalty With Customer Satisfaction As An Intervening Variable (Study On Coffee Shop In Medan) Satria Tirtayasa,” 2024. [Online]. Available: Http://Ijstm.Inarah.Co.Id1438
F. Bara And T. Prawitowati, “Pengaruh Kualitas Layanan, Kepuasan Pelanggan Dan Keterikatan Pelanggan Terhadap Loyalitas Pelanggan Grab Di Surabaya,” Journal Of Business And Banking, Vol. 10, No. 1, P. 33, Oct. 2020, Doi: 10.14414/Jbb.V10i1.1760.
I. M. Handayani, A. Yoga, P. Sekolah, T. Ilmu, And E. Totalwin, “Analisis Pengaruh Customer Satisfaction Terhadap Customer Loyalty Dengan Customer Retention Sebagai Variabel Intervening (Studi Kasus Nasabah Bank Syariah X Di Semarang Barat),” 2024.
T. A. Ganaie And M. A. Bhat, “Switching Costs And Customer Loyalty: A Review Of Literature,” International Journal Of Management And Development Studies, Vol. 10, No. 05, Pp. 7–14, May 2021, Doi: 10.53983/Ijmds.V10i05.369.
Y. Zhang, X. Chen, Y. Zhao, And Q. Yao, “Exploring The Impact Of Switching Costs On Customer Retention In The Technology Standard Competition Market,” Journal Of Service Science And Management, Vol. 07, No. 04, Pp. 267–276, 2024, Doi: 10.4236/Jssm.2014.74024.
J. Lee, J. Lee, And L. Feick, “The Impact Of Switching Costs On The Customer Satisfaction-Loyalty Link: Mobile Phone Service In France,” Journal Of Services Marketing, Vol. 15, No. 1, Pp. 35–48, Feb. 2023, Doi: 10.1108/08876040110381463.
V. Sze Chee And M. Md Husin, “The Effect Of Service Quality, Satisfaction And Loyalty Toward Customer Retention In The Telecommunication Industry,” International Journal Of Academic Research In Business And Social Sciences, Vol. 10, No. 9, Sep. 2020, Doi: 10.6007/Ijarbss/V10-I9/7496.
N. Richard And A. A. Mensah, “The Effect Of Service Quality On Customer Retention In The Banking Industry In Ghana, A Case Study Of Asokore Rural Bank Limited,” 2020.
A. A. Salamah Et Al., “Customer Retention Through Service Quality And Satisfaction: Using Hybrid Sem-Neural Network Analysis Approach,” Heliyon, Vol. 8, No. 9, Sep. 2022, Doi: 10.1016/J.Heliyon.2022.E10570.
E. Anastasya Sinambela, E. Retnowati, U. Puji Lestari, M. Munir, And U. Sunan Giri Surabaya, “Pelanggan Bengkel Resmi Honda Surabaya,” 2022.
A. E. H. Abd-Elrahman, “Telecommunications Service Quality, Customer Satisfaction And Customer Loyalty In Pandemic Times,” Management Research Review, Vol. 46, No. 8, Pp. 1112–1131, Jul. 2023, Doi: 10.1108/Mrr-08-2021-0595.
A.- Hidayat And M. B. Muhlison, “Effect Of E-Service Quality From Telkom Care Towards Indihome On Costumer Loyalty,” 2022. [Online]. Available: Https://Www.Researchgate.Net/Publication/369912277
Downloads
Additional Files
Posted
License
Copyright (c) 2025 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
