A 2026 study published in the International Journal of Applied Research and Sustainable Sciences (IJARSS) reports that product quality and promotional media significantly shape customer satisfaction among IndiHome users in eastern Indonesia. The research was conducted by Junus Johanis Luanmasa of Universitas Sepuluh Nopember and focuses on customers in Abepura, Jayapura, Keerom, and Sentani. The findings matter as Indonesia’s broadband market becomes increasingly competitive and customer loyalty determines long-term market leadership.
Junus Johanis Luanmasa examined how product quality, promotional strategies, and customer loyalty interact to influence satisfaction with IndiHome, one of Indonesia’s largest home internet service providers. The study offers data-driven insight into how telecommunications companies can retain users in a fast-growing digital economy.
Internet Access as a Strategic Necessity
Internet access in Indonesia has evolved from a convenience to a critical infrastructure. According to national data cited in the study, internet penetration reached 77 percent in 2022. Broadband services such as IndiHome play a central role in supporting remote work, online education, digital commerce, and entertainment.
With rising competition from other providers, service quality and brand trust have become decisive factors. Customer satisfaction is no longer optional; it is a strategic asset. Satisfied users are more likely to renew subscriptions, recommend services, and resist switching to competitors.
This context makes the research by Junus Johanis Luanmasa from Universitas Sepuluh Nopember particularly relevant for Indonesia’s telecommunications industry.
Survey-Based Quantitative Research
The study used a quantitative survey design. Data were collected through questionnaires, supported by interviews and field observation. A total of 130 IndiHome customers participated.
Respondents came from four areas:
- Abepura
- Jayapura
- Keerom
- Sentani
Key respondent characteristics:
- 55.4% male, 44.6% female
- 45% aged 25–35
- 50% university graduates
- Largest group located in Jayapura (28.5%)
The data were analyzed using descriptive statistics and correlation analysis to identify relationships between product quality, promotional media, and customer satisfaction.
Key Findings: Majority of Customers Are Satisfied
The results show a strong positive perception of IndiHome’s product quality.
Product Quality
- 41.3% agreed that product quality is good
- 22% strongly agreed
- Less than 10% expressed disagreement
More than 63% of respondents rated IndiHome’s product quality positively. Customers highlighted internet speed, network stability, and the reliability of ONT (Optical Network Terminal) devices as important factors.
Customer Satisfaction
- 43% agreed they were satisfied
- 26% strongly agreed
Nearly 69% of respondents reported satisfaction with the service.
Customer Loyalty
- 36.5% agreed they were loyal to IndiHome
- 24.8% strongly agreed
The study also found that product quality contributes approximately 60% to overall customer satisfaction, based on regression analysis. This indicates that while other factors such as pricing and promotion matter, service quality remains the dominant driver.
Junus Johanis Luanmasa of Universitas Sepuluh Nopember writes that improvements in internet speed, connection stability, and responsive service are directly associated with higher satisfaction levels.
Speed and Stability Are Critical
The research identifies internet speed and network stability as the most influential factors in shaping customer perception. Around 65% of respondents consider speed the primary determinant of satisfaction.
Service interruptions significantly affect customer trust. Customers experiencing repeated disruptions are more likely to consider switching providers. This aligns with broader telecommunications industry data showing that reliability is central to user retention.
Customer service responsiveness also plays a measurable role. While satisfaction levels are generally high, some respondents reported concerns regarding response time and technical support during outages.
Promotional Media Shapes Perception
The study highlights the importance of promotional communication. Informative and realistic marketing strengthens trust, while exaggerated promotion risks damaging credibility.
Approximately 62% of customers stated that bundled packages — combining internet, cable TV, and landline services — influenced their decision to choose IndiHome. Bundling is identified as a competitive advantage.
However, the research also notes concerns about pricing transparency. Some customers reported dissatisfaction with additional installation or maintenance charges. Clear communication is essential to maintaining positive brand perception.
Implications for Industry and Business Strategy
The findings from Universitas Sepuluh Nopember provide several strategic insights for IndiHome and other internet service providers:
- Continuous infrastructure investment improves network stability.
- Faster and more responsive customer support enhances trust.
- Transparent pricing reduces dissatisfaction.
- Market segmentation allows tailored service packages for residential and corporate customers.
- Consistent alignment between promotional messaging and service performance strengthens brand credibility.
The study reinforces a core principle of service management: product quality is the foundation of sustainable customer loyalty.
Junus Johanis Luanmasa emphasizes that companies must maintain optimal network performance to meet rising digital expectations. He notes that satisfaction is not a one-time outcome but an ongoing evaluation shaped by consistent service delivery.
Broader Impact on Indonesia’s Digital Economy
Reliable home internet is essential for Indonesia’s digital transformation. Broadband access supports small businesses, online education, telehealth, and remote employment.
Research like this contributes to evidence-based decision-making in telecommunications management. Policymakers and industry leaders can use such findings to strengthen regulatory standards, encourage fair pricing, and improve service accountability.
As Indonesia advances toward deeper digital integration, maintaining high service standards will remain critical.
Author Profile
Junus Johanis Luanmasa, is a researcher and academic at Universitas Sepuluh Nopember.
Source
Luanmasa, Junus Johanis. 2026.
“Analysis of Indihome Customer Satisfaction in Measuring Product Quality, Promotion Media, and Customer Integrity.”
International Journal of Applied Research and Sustainable Sciences (IJARSS), Vol. 4 No. 2, pp. 1133–1146.
DOI: https://doi.org/10.59890/ijarss.v4i2.186
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