The Influence of Price, Registration Process, and Network Quality on Subscription Renewal Intentions with Perceived Ease as a Mediating Variable at IndiBiz Pangkalpinang
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Published:
Nov 30, 2025
Keywords:
Customer Satisfaction, Customer Trust, Network Quality, Registration Process, Service Price
Section
Economy
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Abstract
This study aims to analyse the effect of service price, registration process, and network quality on IndiBiz customer satisfaction in Pangkalpinang, with customer trust as a mediating variable. IndiBiz services, which are intended for Micro, Small, and Medium Enterprises (MSMEs), face challenges in terms of price, administrative requirements, and network quality that influence customers' decisions to continue using these services. This study uses a quantitative approach with the Structural Equation Modelling (SEM) method to test the relationship between variables. The results show that service price and network quality significantly influence customer trust, while registration requirements have no significant direct influence on satisfaction. Customer trust proved to be a very strong mediating variable in bridging the influence of independent variables on customer satisfaction. These findings confirm that strategies to increase customer satisfaction should focus on building trust through the provision of quality services, fair prices, and ease of administration, in order to create loyalty and repeat subscription intentions among MSMEs.
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How to Cite
Deli, D. and Suhardi, S. (2025) “The Influence of Price, Registration Process, and Network Quality on Subscription Renewal Intentions with Perceived Ease as a Mediating Variable at IndiBiz Pangkalpinang”, Jurnal Mantik, 9(3), pp. 1100-1108. doi: 10.35335/mantik.v9i3.6801.
References
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Samura, J. A. P., Wasliati, B., & Fadillah, R. S. (2022). THE RELATIONSHIP OF REGISTRATION WAITING TIME WITH PATIENT SATISFACTION AT THE OUTSTANDING PATIENT REGISTRATION PLACE. JURNAL KESMAS DAN GIZI (JKG), 4(2), 111–115. https://doi.org/10.35451/jkg.v4i2.1069
Suebsaiaun, A., & Pimolsathean, T. (2019). Antecedents of Thai Home Improvement Retailer Customer Satisfaction. Asia-Pacific Social Science Review, 19(1). https://doi.org/10.59588/2350-8329.1210
Sun, H., & Liu, T. (2023). Teacher Professional Development. In Professional Development of Outstanding Physics Teachers (pp. 2–10). B P International (a part of SCIENCEDOMAIN International). https://doi.org/10.9734/bpi/mono/978-81-966449-1-8/ch1
Umami, Z., & Darma, G. S. (2021). DIGITAL MARKETING: ENGAGING CONSUMERS WITH SMART DIGITAL MARKETING CONTENT. Jurnal Manajemen Dan Kewirausahaan, 23(2), 94–103. https://doi.org/10.9744/jmk.23.2.94-103
Wijaya, V. S., & Susanto, E. H. (2022). Efektivitas Pelayanan E-Commerce Shopee sebagai Upaya Menciptakan Kepuasan Konsumen Berbelanja Online. Prologia, 6(1), 54. https://doi.org/10.24912/pr.v6i1.10269
Yadav, M. K., & Rai, D. A. K. (2015). Exploring the Relational Impact of Service Quality on Customer Satisfication. Ushus - Journal of Business Management, 14(4), 17–31. https://doi.org/10.12725/ujbm.33.2
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
Ahmed, S. H. (2020). Association of Service Quality with Customer Satisfaction. Journal of Marketing Strategies, 2(2), 48–68. https://doi.org/10.52633/jms.v2i2.29
Black, W., & Babin, B. J. (2019). Multivariate Data Analysis: Its Approach, Evolution, and Impact. In The Great Facilitator (pp. 121–130). Springer International Publishing. https://doi.org/10.1007/978-3-030-06031-2_16
Budianto, A., Pradani, D. Y., Rachmania, N., Widiantoro, E., Damanik, A. D., & Cahyono, D. (2022). The relationship between service quality and customer satisfaction: a case study at Nh Beji Pharmacy. Pharmacy Reports, 2(1), 6. https://doi.org/10.51511/pr.6
Finley, B., Boz, E., Kilkki, K., Manner, J., Oulasvirta, A., & Hämmäinen, H. (2017). Does network quality matter? A field study of mobile user satisfaction. Pervasive and Mobile Computing, 39, 80–99. https://doi.org/10.1016/j.pmcj.2016.08.014
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. In Classroom Companion: Business. Springer International Publishing. https://doi.org/10.1007/978-3-030-80519-7
Hendeniya, H. M. U. S., & Fernando, A. L. (2022). Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period. Sri Lanka Journal of Marketing, 8, 61–91. https://doi.org/10.4038/sljmuok.v8i0.95
Klebel, T. (2018). jstor: Read Data from JSTOR/DfR. In CRAN: Contributed Packages. The R Foundation. https://doi.org/10.32614/cran.package.jstor
Kurniadi, H., & Ali Saeed Rana, J. (2023). The power of trust: How does consumer trust impact satisfaction and loyalty in Indonesian digital business? Innovative Marketing, 19(2), 236–249. https://doi.org/10.21511/im.19(2).2023.19
Kurniawan, A., Hidayatun, U. S., Tasrim, Jayanti, A., Septyarini, E., & Sudibyo, T. D. (2025). Enhancing Customer Loyalty: The Role Of Service Quality In Customer Satisfaction. Journal of Lifestyle and SDGs Review, 5(2), e04412. https://doi.org/10.47172/2965-730x.sdgsreview.v5.n02.pe04412
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4). https://doi.org/10.6007/ijarbss/v7-i4/2821
Mishra, A. K., & Park, T. A. (2005). An Empirical Analysis of Internet Use by U.S. Farmers. Agricultural and Resource Economics Review, 34(2), 253–264. https://doi.org/10.1017/s1068280500008406
Nedelcu, A., Adela-Eliza, D., & Cristea, L. (2010). The Method Used for Measuring the Customers’ Satisfaction. International Conference on Education and Educational Technologies - Proceedings.
Nugraheni, S., & Rimadias, S. (2023). Customer Trust sebagai Penentu Utama Loyalitas pada Bank Garansi di PT Bank Mandiri (Persero) Tbk. Jurnal Keuangan Dan Perbankan, 19(2), 105–118. https://doi.org/10.35384/jkp.v19i2.393
Nuriyah, F. D., & Erdkhadifa, R. (2023). ANALISIS KORELASI KANONIK KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN PADA MIE MIELIADER BANDUNG. Juremi: Jurnal Riset Ekonomi, 2(5), 595–604. https://doi.org/10.53625/juremi.v2i5.5178
O. D. Safi, D. F., & S. Alagha, D. M. (2020). The Relationship Between Service Quality And Customer Satisfaction. International Journal of Scientific and Research Publications (IJSRP), 10(8), 767–787. https://doi.org/10.29322/ijsrp.10.08.2020.p10497
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL Instrument. In PsycTESTS Dataset. American Psychological Association (APA). https://doi.org/10.1037/t09264-000
Rosário, A. T., & Casaca, J. A. (2023). Relational Marketing and Customer Satisfaction: A Systematic Literature Review. Estudios Gerenciales, 516–532. https://doi.org/10.18046/j.estger.2023.169.6218
Samura, J. A. P., Wasliati, B., & Fadillah, R. S. (2022). THE RELATIONSHIP OF REGISTRATION WAITING TIME WITH PATIENT SATISFACTION AT THE OUTSTANDING PATIENT REGISTRATION PLACE. JURNAL KESMAS DAN GIZI (JKG), 4(2), 111–115. https://doi.org/10.35451/jkg.v4i2.1069
Suebsaiaun, A., & Pimolsathean, T. (2019). Antecedents of Thai Home Improvement Retailer Customer Satisfaction. Asia-Pacific Social Science Review, 19(1). https://doi.org/10.59588/2350-8329.1210
Sun, H., & Liu, T. (2023). Teacher Professional Development. In Professional Development of Outstanding Physics Teachers (pp. 2–10). B P International (a part of SCIENCEDOMAIN International). https://doi.org/10.9734/bpi/mono/978-81-966449-1-8/ch1
Umami, Z., & Darma, G. S. (2021). DIGITAL MARKETING: ENGAGING CONSUMERS WITH SMART DIGITAL MARKETING CONTENT. Jurnal Manajemen Dan Kewirausahaan, 23(2), 94–103. https://doi.org/10.9744/jmk.23.2.94-103
Wijaya, V. S., & Susanto, E. H. (2022). Efektivitas Pelayanan E-Commerce Shopee sebagai Upaya Menciptakan Kepuasan Konsumen Berbelanja Online. Prologia, 6(1), 54. https://doi.org/10.24912/pr.v6i1.10269
Yadav, M. K., & Rai, D. A. K. (2015). Exploring the Relational Impact of Service Quality on Customer Satisfication. Ushus - Journal of Business Management, 14(4), 17–31. https://doi.org/10.12725/ujbm.33.2
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
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