ANALYSIS OF THE IMPACT OF DIGITALISATION IMPLEMENTATION ON CUSTOMER SATISFACTION FOR COMPANY SUSTAINABILITY (CASE STUDY OF THE TELECOMMUNICATIONS INDUSTRY) Gunadi Dwi hantoro , Rano Kartono Rahim , Mohammad Hamsal , Asnan Furinto
Binus University
Abstract
The telecommunications industry (telco) is experiencing a significant transformation towards convergence and digitization. This transformation is being driven by a combination of technological changes, shifting customer preferences and lifestyles, regulatory updates, vendor pressure, and disruptive factors from both similar and non-similar industry. The impacts of these transformation are compounded by rising competition, creating a challenging environment for telco operators. Some of these challenges include difficulty in monetizing telco networks, decline in operator revenue growth, capital expenditure not always resulting in appropriate payback periods, and increasing number of operators altering the industry landscape.
Telco networks now require broadband channels (high-speed internet), which have become a necessity from both the operator and customer perspectives. Therefore, to ensure growth and sustainability, operators must be vigilant in meeting customer needs to sustain and grow their businesses and ensure customer satisfaction. A detailed analysis of the factors influencing customer satisfaction must be continuously conducted by telco networks to remain up to date with changes in external and internal factors.
This study was conducted to assess the impact of Product Quality, Price, and Digitalization on customer satisfaction with fixed broadband in Indonesia. Data were collected from a sample of 150 respondents from major cities in Indonesia.
