The effect of customer service quality on customer engagement to use Indosat Ooredoo products: a case of Indosat Ooredoo Store Wahidin Cirebon
DOI:
https://doi.org/10.20414/jed.v4i1.4612Keywords:
customer engagement, customer service quality, indosat ooredooAbstract
Purpose — To examine the influence of customer service quality on customer engagement to use Indosat Ooredoo products.
Research method — This research employs a quantitative approach with simple linear regression analysis techniques. Primary data was obtained through distributing questionnaires. Samples in this study were 100 respondents from Indosat Ooredoo Store Wahidin Cirebon.
Result — The findings indicated that customer service quality has a significant effect on customer decisions. R2 is called as the determinant coefficient which in this case is 51.2%. It can be interpreted that the influence of customer service quality reached 51.2% of on customer engagement at Indosat Ooredoo, while the remaining 48.8% is influenced by other factors.
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Copyright (c) 2022 Erwan Iskandar, Sherin Monita, Ellin Herlina
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