An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs
Ripan Chatterjee,
Atikur Rahman
Issue:
Volume 9, Issue 4, July 2023
Pages:
63-70
Received:
5 June 2023
Accepted:
21 June 2023
Published:
6 July 2023
Abstract: Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.
Abstract: Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determin...
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Analysis of Factors Influencing the Organizational Citizenship Behavior Employees at SMK Santo Aloisius of Ruteng with Work Motivation as an Intervening Variable
Yohanes Suryadi,
Philipus Tule,
Simon Sia Niha
Issue:
Volume 9, Issue 4, July 2023
Pages:
71-84
Received:
10 February 2023
Accepted:
1 March 2023
Published:
13 July 2023
Abstract: This thesis is entitled "Analysis of the factors that influence Organizational Citizenship Behavior of SMK Santo Aloisius of Ruteng employees with work motivation as an intervening variable", with the aim of analyzing: 1) respondents' perceptions of OCB (Y2), work motivation (Y1), organizational commitment (X1), employee personality (X2), trust in leadership (X3) and organizational culture (X4); 2) the effect of variables X1, X2, X3, X4, Y1 on Y2; 3) the influence of variables X1, X2, X3, X4 on Y1; 4) the indirect effect of variables X1, X2, X3, X4 on Y2 through Y1. This type of research is descriptive quantitative, measuring the OCB of employees at educational institutions. The number of respondents was 55 people, all employees of SMK Santo Aloisius Ruteng. Methods of data collection through questionnaires and interviews. The analysis tool uses SmartPLS 3 software. The results of the study: (1) Respondents' perceptions of the 6 research variables are all on a good scale; (2) the variables of organizational commitment, trust in the leadership, and work motivation have a positive and significant effect on the OCB variable. The results show that the original sample is 0.381; 0.172; 0.340. The three variables t value> 1.96, P value <0.05; Employee personality and organizational culture have a positive but not significant effect on OCB; (3) organizational culture and trust in leaders have a positive and significant effect on work motivation. The results show the original sample is 0.563 and 0.388 respectively; t value of both variables > 1.96, P Value < 0.05; (4) Work motivation succeeds in mediating the influence of organizational culture on OCB which is indicated by a t value > 1.96, P value <0.05. From the results of this study it is suggested for school management to: 1) create a special research and development division for OCB; 2) establishing a more harmonious working relationship with employees oriented towards professionalism; 3) maintain the existing organizational culture. As for further researchers 1) Using measurements and other analytical techniques; 2). Conduct research on a wider object; 3) Further analyze the factors that influence OCB in a larger number of samples.
Abstract: This thesis is entitled "Analysis of the factors that influence Organizational Citizenship Behavior of SMK Santo Aloisius of Ruteng employees with work motivation as an intervening variable", with the aim of analyzing: 1) respondents' perceptions of OCB (Y2), work motivation (Y1), organizational commitment (X1), employee personality (X2), trust in ...
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