KONSISTENSI LAYANAN INDIHOME DALAM MENJAGA KEPERCAYAAN PELANGGAN

Abstract

In the highly competitive telecommunications industry, maintaining customer trust is the main key to success. Consistency in customer service is an important factor in maintaining a strong relationship between service providers and customers. The aim of this research is to investigate the impact of IndiHome service consistency on customer perceptions and trust in the brand. The research was conducted using qualitative methods, through in-depth interviews with a number of IndiHome customers. The research results show that consistency in various aspects of service, including network quality, quick response to complaints, and service availability, has a big 
influence on customer trust. Customers tend to be more loyal to IndiHome when they feel the service provider's consistency in meeting their needs and expectations. The practical implication of this research is that maintaining service consistency must be the main focus for IndiHome in maintaining and increasing customer trust, in order to strengthen their position in an increasingly tight market.