Identifying 4G service attributes on customer satisfaction in Indonesia market: Kano model approach

Al Bukhari Pahlevi, Muhammad Suryanegara

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Citations (Scopus)

Abstract

This research aims to identify the attributes which determine customer satisfaction in 4G services in the Indonesian market. We utilized the Kano Model to map those attributes into customer satisfaction analyses. The survey was conducted among respondents in the Jakarta market area, asking about the satisfactory expectations of ten service attributes. These range from security aspects to the mobile handset performance. The aspects that have the greatest influence on customer satisfaction in 4G service are wider coverage areas and signal stability. However, Indonesian customers have not yet shown enthusiasm for using Internet of Things. It is necessary for Indonesian telecom operators to educate the market, preparing their customers for the coming of Internet of Things. Our work presents a novel contribution to the Indonesian mobile network operator for developing concurrent market strategy.

Original languageEnglish
Title of host publicationICCREC 2017 - 2017 International Conference on Control, Electronics, Renewable Energy, and Communications, Proceedings
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages212-216
Number of pages5
ISBN (Electronic)9781538616673
DOIs
Publication statusPublished - 18 Dec 2017
Event3rd International Conference on Control, Electronics, Renewable Energy, and Communications, ICCREC 2017 - Yogyakarta, Indonesia
Duration: 26 Sep 201728 Sep 2017

Publication series

NameICCREC 2017 - 2017 International Conference on Control, Electronics, Renewable Energy, and Communications, Proceedings
Volume2017-January

Conference

Conference3rd International Conference on Control, Electronics, Renewable Energy, and Communications, ICCREC 2017
CountryIndonesia
CityYogyakarta
Period26/09/1728/09/17

Keywords

  • 4G services
  • Attribute
  • customer satisfaction
  • Kano Model

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