About this document
Enhancing Loyalty in Indonesia Telecom by Indriani Agustina is a document available to read on EtoBox.
This study examines the relationship between service fairness, customer engagement, customer trust, and customer loyalty in the mobile telecommunications industry in Indonesia. It proposes and tests a conceptual model of these relationships. The results imply that customer trust and engagement have a direct effect on loyalty, and that trust mediates the effects of procedural and distributive justice on loyalty.
- Author
- Indriani Agustina
- Language
- EN