Analysis of Telkomsel 5G customer satisfaction in South Jakarta using the technology acceptance model (TAM) method
List of Authors
  • Setiarini

Keyword
  • Customer Satisfaction, Telkomsel 5G, Technology Acceptance Model (TAM) method, structural equation model (SEM) analysis

Abstract
  • This research focuses on measuring customer satisfaction with 5G technology in the context of internet services. By utilising the Technology Acceptance Model (TAM), this research aims to understand the extent to which acceptance of 5G technology impacts customer satisfaction. It is assumed that the level of customer satisfaction and customer acceptance of the product are interconnected, as satisfied customers are more likely to accept the product. Through the structural equation modelling (SEM) analysis method with the help of AMOS software, this study will provide valuable insights into the factors that influence customer acceptance and satisfaction in the internet service provider industry, with a focus on 5G technology products. T The study's findings could provide businesses significant insight about creating and sustaining their products in an extremely competitive marketplace. The PEOU variable, which measures customer satisfaction with sustainable use (PU), affects the way Telkomsel's 5G internet connection is used. Users change their behaviour once they feel the benefits, explaining why forcefully implemented technologies are not in line with users' intentions. Most users choose 5G because of their need and satisfaction with high-capacity internet. Furthermore, the usability variable (PU) is influenced by the ease of use variable (PEOU). The easier it is to use, the more useful it is. The behaviour variable is influenced by ease of use (PU) (AUB). The advantages of 5G connections, which include speed and accuracy, influence users' behavioural perceptions. Finally, benefits (PU) affect behaviour when using (AUB). The use of Telkomsel's 5G connection elicits positive behaviours, including satisfaction and consistent use. This connection offers advantages that make it a natural choice for users.

Reference
  • 1. G. D. Garson, Structural Equation Modelling: Blue Book: Statistical Associates Publishing, 2012. Usman Dahlan, The Complete Guide to Structural Equation Modelling: Basic Level, 1st ed. Semarang: Lentera Ilmu, 2014.

    2. Ghozali. (2016). Application of multivariate analysis with the SPSS programme.

    3. Hengky Latan, Structural Equation Modelling: Theory and Implementation of AMOS 21.0, 1st ed. Bandung, Indonesia: Alfabeta Publishers, 2013.

    4. Hox, J., & Bechger, T. (2014). An Introduction to Structural Equation Modeling1. Family Science Review, 11. Singgih Santoso, Structural Equation Modeling: Elex Media Komputindo, 2011.

    5. Indrasari meithiana. (2019). Marketing and customer satisfaction (1st ed.). unitomo press. Irawati, T., Rimawati, E., & Pramesti, N. A. (2019). The Use of the Technology Acceptance

    6. Model (TAM) Method in Analysing the Alista Information System (Application Of Logistics And Supply Telkom Access). @ is The Best: Accounting Information Systems and Information Technology Business Enterprise, 4(2), 106-120.

    7. James L. Arbuckle, IBM SPSS® Amos™ 19 User's Guide: Amos Development Corporation, 2010. Usman Dahlan, The Complete Guide to Structural Equation Modelling: Basic Level, 1st ed. Semarang: Lentera Ilmu, 2014.

    8. Kotler, P & Keller, K.L. 2016. Marketing Management. New Jersey: Prentice Lupiyoadi, R. (2013). Service Marketing Management. Jakarta: Salemba Empat`

    9. Sunaryo, T. P. D. S. (2011). Structural Equation Modelling (SEM) with Spatial Regression Structural Model,". In National Seminar of Statistics Diponegoro University.

    10. Tjiptono, F., & Diana, A. (2016). Marketing Essentials & Applications. Yogyakarta: Andi.

    11. Tjiptono, F., & Diana, A. (2019). Customer Satisfaction - Concept, Measurement, and Strategy (A. Diana (ed.); 1st ed.). ANDI OFFSET.