Analysis of the Influence of Partner Satisfaction on Loyalty and Partnership Sustainability at PT. Telkom Akses
Abstract
This study aims to analyze the influence of partner satisfaction on loyalty and the sustainability of partnerships at PT. Telkom Akses. In the context of the telecommunications industry, operational success largely depends on strategic collaborations with vendors. The research employs a quantitative approach using secondary data from the 2023 partner satisfaction survey. The study population includes all Telkom Akses partners across Indonesia, with a total of 632 partner companies as respondents. The analysis was conducted descriptively using the Customer Satisfaction Index (CSI) framework, which is based on six main dimensions: Registration, Activation, Delivery, Reconciliation, Payment, and Partner Relations. The findings indicate that the overall partner satisfaction level falls under the “satisfied” category, with a CSI score of 79.8%. The highest-rated dimension is Partner Relations, while the lowest-rated is Payment. These results suggest that improving satisfaction in specific dimensions has the potential to strengthen partner loyalty and the long-term sustainability of strategic collaborations.
Keywords: Partner Satisfaction, Loyalty, Strategic Partnerships, Telecommunications, PT. Telkom Akses
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