The Factors Influencing Indonesian Telkomsel Celluler Purchase Decisions

Abstract

Introduction: In the fast-paced commercial world of today, fierce competition in every industry has emerged as a distinguishing feature of market growth.  Maintaining competitiveness is becoming more and more difficult for businesses, especially when it comes to providing goods that satisfy changing customer needs.  The cellular telecommunications sector, particularly Telkomsel, is one industry that is expanding significantly in this competitive environment.

Objectives: The purpose of this study is to look at the elements that affect Telkomsel customers' decisions to buy in the cellular telecommunications industry.  Understanding customer behavior has grown more and more important in light of fierce company competition and the quick evolution of the market.  Analyzing the connections between service quality, customer value, customer happiness, and purchase decisions is the main goal of this study.

Methods: Ninety Telkomsel consumers participated in this study, which used quantitative approaches.  Google Forms, in-person observations, and a literature study were used to gather data.  Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for the analysis.

Results: The results show a number of important conclusions.  First, decisions to buy are not directly influenced by consumer value or service excellence.  Nonetheless, purchasing decisions are significantly impacted directly by customer pleasure. Second, customer value and contentment are directly impacted by service quality, suggesting that raising service quality can improve customers' perceptions of value and general satisfaction.  Third, while purchase decisions are not directly impacted by customer value, customer satisfaction is.

Conclusions: Businesses must place a high priority on comprehending client preferences in order to provide value, guarantee customer pleasure, and sway purchasing decisions in an increasingly competitive business climate, especially in the telecommunications sector.  This study looked at how Telkomsel customers' purchasing decisions were influenced by factors like customer satisfaction, customer value, and service quality.  90 respondents' information was gathered via online surveys, in-person interviews, as well as a literature review.  Analysis was done using Partial Least Squares Structural Equation Modeling (PLS-SEM).