The Influence of Product Quality and Digital Marketing on Telkomsel Card User Satisfaction Moderated by Brand Image at CV Sinar Telekom
Abstract
Objective: This study aims to determine the effect of product quality and digital marketing on Telkomsel cardholder satisfaction, moderated by brand image at CV Sinar Telekom. Research Methodology: This study is quantitative. The subjects were consumers who purchased Telkomsel cards at CV Sinar Telekom. A sample of 100 respondents was drawn using an unanticipated sampling technique based on the Lemeshow formula. Data were analyzed using descriptive statistics and Partial Least Squares Structural Equation Modeling (PLS-SEM).Results: The results indicate that customer satisfaction is not influenced by product quality. However, customer satisfaction is influenced by digital marketing. In addition, brand image moderates the effect of product quality and digital marketing on customer satisfaction. Limitations: This study only covers Telkomsel cardholders at CV Sinar Telekom and the sample size is limited, so generalizing the results to a wider population requires caution. Contribution: This study contributes to the field of marketing and brand management, particularly in digital marketing strategies and customer satisfaction development in the telecommunications industry.
Downloads
Copyright (c) 2026 Tio Candra Pulungan, Mesra B, Harianto Harianto
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
An author who publishes in the Jurnal Fokus Manajemen (JFM) agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Jurnal Fokus Manajemen (JFM) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
Share — copy and redistribute the material in any medium or format
Adapt — remix, transform, and build upon the material
for any purpose, even commercially.
The licensor cannot revoke these freedoms as long as you follow the license terms.
