{"id":"https://openalex.org/W7204754893","doi":"https://doi.org/10.22437/jbsmr.v9i1.51917","title":"The INFLUENCE OF PRICE AND SERVICE QUALITY ON CUSTOMER LOYALTY OF INTERNET SERVICE PROVIDERS IN KOTA JAMBI","display_name":"The INFLUENCE OF PRICE AND SERVICE QUALITY ON CUSTOMER LOYALTY OF INTERNET SERVICE PROVIDERS IN KOTA JAMBI","publication_year":2025,"publication_date":"2025-12-31","ids":{"openalex":"https://openalex.org/W7204754893","doi":"https://doi.org/10.22437/jbsmr.v9i1.51917"},"language":"en","primary_location":{"id":"doi:10.22437/jbsmr.v9i1.51917","doi":"https://doi.org/10.22437/jbsmr.v9i1.51917","is_oa":true,"landing_page_url":"https://doi.org/10.22437/jbsmr.v9i1.51917","pdf_url":"https://online-journal.unja.ac.id/jbsmr/article/download/51917/23206","source":{"id":"https://openalex.org/S4210202970","display_name":"JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW","issn_l":"2597-369X","issn":["2597-369X","2597-6265"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310314958","host_organization_name":"Jambi University","host_organization_lineage":["https://openalex.org/P4310314958"],"host_organization_lineage_names":["Jambi University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Studies and Mangement Review","raw_type":"journal-article"},"parent_works":[],"lineage":["https://openalex.org/W7204754893"],"child_works_count":0,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://online-journal.unja.ac.id/jbsmr/article/download/51917/23206","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5148827361","display_name":"Gufron","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I147791725","display_name":"Universitas Jambi","ror":"https://ror.org/00g1w3j30","country_code":"ID","type":"education","lineage":["https://openalex.org/I147791725"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Gufron","raw_affiliation_strings":["Jambi University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jambi University","institution_ids":["https://openalex.org/I147791725"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5022007078","display_name":"Johannes Johannes","orcid":"https://orcid.org/0000-0002-1132-0048","observed_orcids":["https://orcid.org/0000-0002-1132-0048"]},"institutions":[{"id":"https://openalex.org/I147791725","display_name":"Universitas Jambi","ror":"https://ror.org/00g1w3j30","country_code":"ID","type":"education","lineage":["https://openalex.org/I147791725"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Johannes Johannes","raw_affiliation_strings":["Jambi University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jambi University","institution_ids":["https://openalex.org/I147791725"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040231011","display_name":"Andang Fazri","orcid":"https://orcid.org/0000-0003-1328-6434","observed_orcids":["https://orcid.org/0000-0003-1328-6434"]},"institutions":[{"id":"https://openalex.org/I147791725","display_name":"Universitas Jambi","ror":"https://ror.org/00g1w3j30","country_code":"ID","type":"education","lineage":["https://openalex.org/I147791725"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Andang Fazri","raw_affiliation_strings":["Jambi University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Jambi University","institution_ids":["https://openalex.org/I147791725"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I147791725"],"apc_list":null,"apc_paid":null,"fwci":1.4499,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.82800397,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":96},"biblio":{"volume":"9","issue":"1","first_page":"58","last_page":"67"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.989300012588501,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.989300012588501,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.010200000368058681,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/price","display_name":"price","score":0.7770000100135803},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/internet-service-providers","display_name":"internet service providers","score":0.9990000128746033},{"id":"https://openalex.org/keywords/digital-dependence","display_name":"digital dependence","score":0.996999979019165},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.9599999785423279},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9390000104904175},{"id":"https://openalex.org/keywords/pricing-strategy","display_name":"pricing strategy","score":0.7540000081062317},{"id":"https://openalex.org/keywords/jambi-city","display_name":"Jambi City","score":0.921999990940094}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7364000082015991},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7019000053405762},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.6195999979972839},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5989999771118164},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5839999914169312},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.5184999704360962},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4271000027656555},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.41600000858306885},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4115000069141388},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4075999855995178},{"id":"https://openalex.org/C19768560","wikidata":"https://www.wikidata.org/wiki/Q320727","display_name":"Dependency (UML)","level":2,"score":0.4074000120162964},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3953000009059906},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.37310001254081726},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.3522999882698059},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.3319999873638153},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.3199999928474426},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.31839999556541443},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.30239999294281006},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.3003999888896942},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.2842000126838684},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.2825999855995178},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.2800000011920929},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.2793000042438507},{"id":"https://openalex.org/C2780193402","wikidata":"https://www.wikidata.org/wiki/Q3394670","display_name":"Pricing strategies","level":2,"score":0.27399998903274536},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.2712000012397766},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.25220000743865967}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.22437/jbsmr.v9i1.51917","doi":"https://doi.org/10.22437/jbsmr.v9i1.51917","is_oa":true,"landing_page_url":"https://doi.org/10.22437/jbsmr.v9i1.51917","pdf_url":"https://online-journal.unja.ac.id/jbsmr/article/download/51917/23206","source":{"id":"https://openalex.org/S4210202970","display_name":"JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW","issn_l":"2597-369X","issn":["2597-369X","2597-6265"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310314958","host_organization_name":"Jambi University","host_organization_lineage":["https://openalex.org/P4310314958"],"host_organization_lineage_names":["Jambi University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Studies and Mangement Review","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.22437/jbsmr.v9i1.51917","doi":"https://doi.org/10.22437/jbsmr.v9i1.51917","is_oa":true,"landing_page_url":"https://doi.org/10.22437/jbsmr.v9i1.51917","pdf_url":"https://online-journal.unja.ac.id/jbsmr/article/download/51917/23206","source":{"id":"https://openalex.org/S4210202970","display_name":"JOURNAL OF BUSINESS STUDIES AND MANGEMENT REVIEW","issn_l":"2597-369X","issn":["2597-369X","2597-6265"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310314958","host_organization_name":"Jambi University","host_organization_lineage":["https://openalex.org/P4310314958"],"host_organization_lineage_names":["Jambi University"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Studies and Mangement Review","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7204754893.pdf","grobid_xml":"https://content.openalex.org/works/W7204754893.grobid-xml"},"referenced_works_count":9,"referenced_works":["https://openalex.org/W2030580871","https://openalex.org/W2809231543","https://openalex.org/W2983988336","https://openalex.org/W3210794649","https://openalex.org/W4200261530","https://openalex.org/W4205445214","https://openalex.org/W4210512806","https://openalex.org/W4302133113","https://openalex.org/W4413038359"],"related_works":["https://openalex.org/W7221111053","https://openalex.org/W7119481574","https://openalex.org/W4414249680","https://openalex.org/W7204871099","https://openalex.org/W7128799033","https://openalex.org/W7223472669","https://openalex.org/W7172328397","https://openalex.org/W3088612906","https://openalex.org/W4409693934","https://openalex.org/W2025561289"],"abstract_inverted_index":{"This":[0],"study":[1,155],"aims":[2],"to":[3,163],"analyze":[4],"the":[5,105,117,128,157],"influence":[6,98],"of":[7,32,60,139,153,179],"price":[8,79,108],"and":[9,44,63,80,86,109,122],"service":[10,17,39,45,81,93,120,142,161,172],"quality":[11,46,82,94,121,143],"on":[12,89],"customer":[13,90,110,123],"loyalty":[14],"toward":[15],"internet":[16,33,160],"providers":[18,162],"in":[19,49,116,171],"Jambi":[20],"City,":[21],"with":[22,92,136,168],"digital":[23,140,180],"dependency":[24,102,181],"as":[25],"a":[26,58,84,96,145],"moderating":[27],"variable.":[28],"The":[29,74,151],"rising":[30],"penetration":[31],"usage":[34],"has":[35],"intensified":[36],"competition":[37],"among":[38,134],"providers,":[40],"making":[41],"pricing":[42,166],"strategies":[43,167],"critical":[47],"factors":[48],"retaining":[50],"customers.":[51],"A":[52],"quantitative":[53],"approach":[54],"was":[55],"employed":[56],"through":[57],"survey":[59],"384":[61],"customers,":[62],"data":[64],"were":[65],"analyzed":[66],"using":[67],"Partial":[68],"Least":[69],"Squares\u2013Structural":[70],"Equation":[71],"Modeling":[72],"(PLS-SEM).":[73],"results":[75],"show":[76],"that":[77,133],"both":[78],"have":[83],"positive":[85],"significant":[87],"effect":[88],"loyalty,":[91,111,124],"exerting":[95],"stronger":[97],"than":[99,149],"price.":[100,150],"Digital":[101],"significantly":[103,126],"moderates":[104],"relationship":[106,118],"between":[107,119],"weakening":[112],"its":[113],"impact,":[114],"whereas":[115],"it":[125],"strengthens":[127],"effect.":[129],"These":[130],"findings":[131],"indicate":[132],"customers":[135],"high":[137],"levels":[138,178],"dependency,":[141],"becomes":[144],"more":[146],"dominant":[147],"factor":[148],"implications":[152],"this":[154],"emphasize":[156],"need":[158],"for":[159],"combine":[164],"competitive":[165],"continuous":[169],"improvement":[170],"quality,":[173],"while":[174],"also":[175],"considering":[176],"customers\u2019":[177],"when":[182],"designing":[183],"effective":[184],"retention":[185],"strategies.":[186]},"counts_by_year":[{"year":2026,"cited_by_count":2}],"updated_date":"2026-11-14T11:04:58.165337","created_date":"2026-09-01T00:00:00"}
