Identifying 4G service attributes on customer satisfaction in Indonesia market: Kano model approach

This research aims to identify the attributes which determine customer satisfaction in 4G services in the Indonesian market. We utilized the Kano Model to map those attributes into customer satisfaction analyses. The survey was conducted among respondents in the Jakarta market area, asking about the satisfactory expectations of ten service attributes. These range from security aspects to the mobile handset performance. The aspects that have the greatest influence on customer satisfaction in 4G service are wider coverage areas and signal stability. However, Indonesian customers have not yet shown enthusiasm for using Internet of Things. It is necessary for Indonesian telecom operators to educate the market, preparing their customers for the coming of Internet of Things. Our work presents a novel contribution to the Indonesian mobile network operator for developing concurrent market strategy.