The Influence of Shopping Experience, Company Image, And Reference Groups on Customer Retention at Telkomsel in Surabaya

Abstract

Technology is evolving as time goes by. The sophistication of technology has made people dependent on the internet. Mobile phones are also growing, as well as the internet network. Telkomsel is the number one telecommunications company in Indonesia. There are many factors that influence why many customers prefer Telkomsel over other products. In this study, a study will be conducted to determine the significant relationship between shopping experience, company image, and reference group on customer retention at Telkomsel in Surabaya. The number of respondents needed is 100 people using quantitative research. Data obtained from distributing questionnaires using multiple linear analysis techniques.