Abstract
An interesting phenomenon during the pandemic, internet traffic demonstrates a significant upward trend while the Marketing Performance (MP) of the Information Communication & Technology (ICT) industry shows a downward trend with high churn and low loyalty, which then lowers profit. Customer Experience Management (CEM) is believed to be the secret recipe for overcoming this situation. This study aims to fill the gap in previous studies in connection with the Marketing Performance model in the ICT industry, especially concerning CEM and Digital Business Innovation (DBI) variables and as feedback for practitioners and regulators in Indonesia to prioritize programs for Indonesia ICT. Unit analysis in this study is 45 ICT companies in Indonesia with a purposive sampling technique represented by high-level management. This study uses SEM-PLS for the analysis technique. The research has shown that Indonesia’s ICT industry could rely on CEM and DBI to achieve its Marketing Performance target.
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Safitri, S., Sudiro, A., Rochman, F., Mugiono, M. (2022). Customer Experience Management for ICT Industry Using SEM-PLS Analysis Technique. In: Barolli, L. (eds) Complex, Intelligent and Software Intensive Systems. CISIS 2022. Lecture Notes in Networks and Systems, vol 497. Springer, Cham. https://doi.org/10.1007/978-3-031-08812-4_28
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DOI: https://doi.org/10.1007/978-3-031-08812-4_28
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