The Mediation Effect of Customer Satisfaction on the Relationship between Product Quality, Perceived Price Justice and Customer Loyalty

This study aimed to examine the effect of mediation, satisfaction, and the relationship between product quality, perceived fair prices, and customer loyalty. With a sample size of 400, the study was conducted at Telkomcel in Dili, Timor-Leste. The data collection of this study used a questionnaire adopted by previous studies, and data analysis used SMART-PLS 3.0. The findings of this study indicated that product quality has no significant effect on the loyalty of the customer. Still, the perception of a fair price that is satisfied by the customer significantly affects the loyalty of the customer. The customer is satisfied with the significant mediating effect on the relationship between product quality and fair perception of the customer's loyalty. This research has implications for product quality, perception of reasonable prices, and customer loyalty.


Introduction
Customer loyalty is essential so businesses can provide high-quality products that meet their needs (Caesar, 2016). When a company provides high-quality products, customer satisfaction increases, leading to customer loyalty. Numerous empirical studies revealed that product quality directly affects customer loyalty (Peter bad El., 2014;Ahmed, 2014;Howat, 2013) through customer satisfaction (Gok et al., 2019;visibility et al., 2019).
Customer satisfaction is the primary goal of organizations offering goods and services. The customer will buy from the company if the price is reasonable and fair. Therefore, the price of goods greatly influences customer satisfaction, leading to customer loyalty (Asadi et al., 2014). Customer loyalty was affected by price justice and price equity (Mahmud et al., 2013;Wantara & Tambrin, 2019;Rua, 2020). Numerous studies also confirmed the positive relationship between perceived price justice, product quality and loyalty (Basey, 2014;Ha and Jang 2010;Wu et al., 2014).
Giving the variety results of empirical studies on the relationship among product quality, perceived fair price, customer satisfaction and loyalty, continues empirical studies are needed to ensure different industries provided product/services to meet customer demands and satisfaction. This study examines and explains the effect of product quality, perceived fair price, and customer loyalty satisfaction. Examine and explain the mediator's influence between product quality, perceived fair price, and customer loyalty on customer satisfaction.

Theoretical Frameworks, Research Model and Hypothesis 2.1 Theoretical Framework 2.1.1 Product Quality
Quality is the more excellent value of the goods the customer wants. According to Colors and Celler (2013), quality is the total characteristic of a product or service that meets customer needs. Product quality is influenced by quality (quality), appearance (figures), choice (option), style, brand, packaging, size (size), and product type (Assauri , 2007). For a customer to buy a product, the quality of the product must meet customer expectations.
To measure product quality, different dimensions and indicators are recommended by previous authors. According to Lupiyoadi (2013), product quality is measured by product performance, product characteristics, reliability, suitability, durability, serviceability, and perceived quality. Kotler and Armstrong (2004) measured product quality based on the products meet customer demand. In addition to duality, confidentiality, strength, the facilities packaging, and coproduction, the definition of the product's quality describes a product's capacity to perform its intended function. Thus, a well-executed product can be considered high quality; however, the author generally agrees that product quality is measured by indicators such as durability, service skills, performance, and prestige (Brucks, Zeithaml, & Naylor 2000).

Perceived Price Justice
Price is one of the most important factors in customers' decision-making period (Petrick,1999). Price comprises of two types namely actual price and perceived price. Bei and Chiao (2001) define price perception as customers' point of view of the price they pay in return for goods/services they buy. Consumers decide what they will buy and how much they will pay for each product depending on its price. In addition, product quality and image will be dictated by its price. To this, price is mostly perceived as a quality indicator and prestige factor (Meredith and Maki, 2001). Mazumdar et al. (2005) proposed that contextual components and reference prices should be considered. Viglia and Abrate (2014) stated that reference prices can be affected by numerous factors namely: First, the average and the last price seen; the highest and the lowest price; the variability and trend of the sequence of prices. Haes and Bearden (2016) state that the awareness that another similar customer paid a lower price appears to be a particularly potential source of perceived unfairness. In other words, customers consider the same price information, and if the source is social, then consumers want to pay less (Viglia and Abrate, 2014). When they pay more than others, their perceived price of justice is weakened. (Liu and Jang, 2009).
According to Viglia and Abrate (2014), the reference price can be modified by several variables. The first, average, and last prices to pay attention to, as well as highs and lows, as well as price variability and trends, are all aspects to consider. Reference prices are also affected by social comparisons. Haes and Bearden (2016) found that customers' perceptions of injustice were exacerbated when they learned that other similar customers were paying less. In other words, when pricing information is social, buyers prefer to spend less (Viglia and Abrate, 2014). Customers become more difficult to get a fair deal if they pay more than anyone else in the market (Liu and Jang, 2009). Therefore, the increase in commodity prices must have a strong reason (Martin et al., 2009). Customers will not repurchase or recommend products if they buy a product/service with an unfair price. Perceived fair price are associated with quality and customer satisfaction (Bassey, 2014).
Two main dimensions of perceived price justice namely: 1). Monetary sacrifice, namely nominal cash used for goods and services, and little cash used for maintenance (Korda & Snoj, 2007;Zeithaml, 1988). 2) Non-monetary physical time and effort expended in producing and serving a good or service. Perceived price fairness was measured by three items in another Food Service survey (Martin et al., 2009).

Customer Satisfaction
By manipulating expectations and perceptions, a person can create feelings of satisfaction or pressure (service). Customers would be happy if the services provided meet their expectations (Kotler and Keller, 2013). According to Dominici & Guzzo (2010), customers are satisfied when they believe that the goods or services, they purchased have met their expectations based on their current location. To find out how satisfied customers are, they can compare their experiences with the same products or services (Kasmir, 2018).
The first sign of a successful business is the level of customer satisfaction. Therefore, the industry needs to pay more attention to customer needs to create loyal customers. Customers are happy to buy products because they know their customers are a loyalty source (Ranabhat, 2018). Customer satisfaction is the most important indicator for customer loyalty (Poin and Quilken, 2005) which influenced by service quality (Van Es, 2012). Customer satisfaction will help the industry to make more money. According to Budi (2014), the importance of customer satisfaction can lead to (1) customer loyalty, (2) increased product purchases, (3) free word `of mouth advertising, and (4) profits in the industry. Fraering and Minor (2013) stated that customer satisfaction is primarily an affective and cognitive variable. Cognitive measures include confirmation and expectations, indicators, and other performance measures (Oliver, 1999). Fairness (Oliveira and Swan, 1998) needs fulfilment (Oliver and Swan, 1999). According to Cater and Cater (2009), the concept of customer satisfaction is related to the following seven factors: (1) direct product costs, (2) product quality, (3) delivery performance, (4) knowing how to serve, (5) time to market, (6) service support, and (7) personal interaction.

Customer Loyalty
Customer loyalty is a customer's attitude toward service, brand, or business (Mosahab et al., 2010) or a customer's intention to continue his/her relationship with the business or brand (Cyr et al., 2006). It depends on product quality and level of customer satisfaction (Oliver, 1999;Emanuel et al., 2020). Fraering and Minor (2013) stated that customer loyalty is affected by the commitment to purchase, positive words about the product, and recommendations to other people. Jung and Yoon (2013) stated that the loyal character of a customer involves: (1) repeat buyer, (2) purchase or not purchase the new product, (3) recommend a product to other people, (4) not tempted to fall into the other products. Išoraitė (2016) states that customers loyalty may consider the following aspects: (1) continue to be loyal to the business, (2) buy a new product that the company offers, (3) create a positive image of the company, attract other friends to purchase, (4) do not fall into other products, (5) do not question when there is a change in the price, (6) tolerate errors that may happen, (7) voluntarily offer information to other people, and (8) ready to offer suggestion and idea to increase the quality of product and service.
Factors that affect customer loyalty consist of three aspects: (1) Loyalty factor that affect an enterprise's product or service; a) quality, the maximum value that customer receives and have the interest to return and buy more, b) price from the product and service become a factor that influences customer loyalty due to the price including natural process of purchase, c) customer loyalty program.
(2) Factor that influences the loyalty concerning development; a) Quality based on the relationship with the previous experience, b) Trust. 3) Factor that influences loyalty to the customer's behaviour. Personal characteristics also impact customer loyalty even though some research recognizes that other people are not loyal, such as gender, age, income, risk being taken, attitude, and expectation. Seven aspects determine loyalty such as; a) security in the industry, b) variety of industry, c) quality product, d) service from employees, and e) teamwork (Išoraitė, 2016). Japarianto et al. (2007) stated that factors that influence customer loyalty to involve; 1) caring and customer treatment will satisfy the industry, which leads to the loyalty of the customers.
(2) Trust occurs over a long process until customers begin to trust the industry until the part of the customer and the industry trust each other.
(3) Industry must protect its customers, such as quality products, better services, attend customers complex, so the customer believes that the company has given maximum attention to them. (4) accumulated satisfaction is the value of all goods and services for some time. According to Abdullah et Al. (2012), customer loyalty is important in satisfying customers because customer attitude and behaviour rely on products and services. When behaviour from a customer is positive, it is considered that the customer is loyal. Kan, Alejandro, and Groza (2015) present five dimensions of customer loyalty. (1) satisfied business with the company. (2) to create relationships with companies.
(3) buy more. (4) willing to recommend others, with (5) not moving to other products.

The Conceptual Framework
Product quality, perceived price justice, customer satisfaction and loyalty are determinant factors in a profitable business organization. Service quality and customer satisfaction have been well-known as antecedent variables for customer loyalty (Berry et al., 1988;Parasuraman et al., 1994). This modelled is built based on the ground that product quality and perceived price justice have great impact on satisfaction, which in turn enhances customer loyalty ( Figure 1).

Hypothesis 2.3.1. Quality Product and Customer Legality
Product quality is defined as a useful, durable product, and meets customer's expectation. Product quality will influence customer loyalty. Customers will shift to other products if corporate fails to provide goods with good quality. Numerous empirical studies revealed that product quality has a significant effect on the customer loyalty (Devaraj et al., 2021;Djumarno et al., 2018;Gunawan et al., 2019). Therefore, the hypothesis for this research could be as follows: H1: product quality has positive and significant impact on customer loyalty.

Perceived Price Justice and Customer Loyalty
Theoretically, companies may collect the price difference according to their preference. However, when customers receive unfair prices, it will impact customer loyalty. They will also spread bad words about the company in the future (Kim and Han (2008); Meng and Eliot, 2008;Han and Ryu (2009). Perceived price justice influences the product value and acceptance. It implies a positive perception that will lead to positive responses and behaviour such as loyalty (Bassey, 2014). Therefore, the hypothesis of this research was formulated as follows: H2: Perceived price Justice has a positive and significant impact on customer loyalty.

Product Quality and Customer Satisfaction
Product quality is a measure to identify how the product and service meet the customers' expectations. Therefore, product quality influences on customer satisfaction. When customer satisfies with product quality, it will lead them to purchase the product (Subrahmanyam, 2017). This has been confirmed by numerous empirical studies that the product quality influences positively on the customer satisfaction (Gunawan et al., 2019, Ozkan et al, 2019. Therefore, the hypothesis of this research can be formulated as follows: H3: The product quality has a positive and significant influence on the customer satisfaction.

Perceived Price Justice and Customer Satisfaction
Price perceptions play an important role in satisfying customers as well as their behavior in the future (Heo and Lee, 2011). However, perceived price justice can lead to positive behaviors such as satisfaction (Bassey, 2014;Liu and Jang, 2009). Injustice in prices can cause negative behavior such as; negative attitudes, complaints and dissatisfaction (Gummeson, 2002;Liu and Jang, 2009). Therefore, this research could be as follows: H4: Quality services are positive and significant for the satisfaction of customers.

Customer Satisfaction and Loyalty
Customer satisfaction is an antecedent variable for customer loyalty (Oliveira, 1999;Bowen and Chen, 2001;Han and Hyun, 2018). Therefore satisfaction can be accepted as part of the loyalty background. To this, firms try to increase customer satisfaction, aiming to ensure customer loyalty. Numerous empirical studies revealed that customer satisfaction has significant impact on customer loyalty (Asnawi, Sukoco, and Fanani, 2019). Therefore, the hypothesis of this research could be as follows: H5: Customer Satisfaction has a positive and significant influence on customer loyalty.

The Product Quality, Satisfaction and Customer Loyalty
Satisfied customer will rebuy products from a company. Product quality will determine level of customer satisfaction. When a customer wants to buy quality goods or services, the customer must be satisfied first. In addition, customers are seeking to repurchase, help to promote and recommend to others to buy through the word of mouth. Therefore, customer satisfaction plays an important role in mediating product quality and customer loyalty (Delcourt, Gremler, Van Riel, & Van Birgelen, 2013;Fuentes-Blasco, Moliner-Velázquez, & Gil-Saura, 2017). Therefore, the hypothesis of this research could be as follows: H6: Customer satisfaction has a significant effect on the relationship between product quality and customer loyalty.

Perceived Price Justice, Customer Satisfaction, and Customer Loyalty
Extensive empirical studies on perceived price justice, customer satisfaction, and legality have been carried out and widely available in marketing literature. Perceived price justice affects customer satisfaction, leading to customer loyalty (Bassey, 2014;Ha and Jang, 2010). Wu et al. (2014) confirmed that perceived price justice and customer satisfaction has significant contribution to customer loyalty. Therefore, in this research, the hypothesis can be formulated as follows: H7: Customer satisfaction has a significant effect on the relationship between perceived price justice and customer loyalty.

Population and Sampling
The study was conducted at Telkomsel, Dili Municipality to obtain primary data on respondents' perceptions of product quality, perceptions of fair prices, legality, and satisfying customers. The research period has been carried out for two months from October to December 2021. The research target population is customers who use products/services from the Telekomsel company in Dili Municipality with the total number of 467,000 people (Telekomsel marketing, 2021). From this, sample was calculated used Slovin Formula with the 5% margin of errors. This sample size is sufficient because  a minimum of 30 to utilize SMART-PLS. This study used the accidental sampling method to select respondents who filled up the questionnaire.

Data Collection
This study uses a questionnaire to purchase or collect data. The questionnaire was developed based previous empirical studies from Brucks, Zeithaml & Naylor (2000) for product quality, Korda & Snoj (2007) for perceived price value, and Zeithaml (1988) for customer satisfaction and loyalty from Özkan et al. (2019Özkan et al. ( ), Parasuraman et al. (1994. The questionnaire designed in Five Likert Scale, ranging from 1 (Strongly Disagree) 2 (Disagree) 3 (neutral) 4 (Agree) and 5 (Strongly agree). The survey questionnaires were divided into three (4) parties: product quality, perceived price Fairness, customer satisfaction and loyalty. The questionnaires were distributed to respondents via direct distribution and via Google Forms.

Data Analysis
This research used the SMART-PLS 3.0 to analyse data as it commonly uses in business and management research, small sample size, multivariable test, reflective/formative indicator Saldanha et al., 2019). The SMART-PLS 3.0 test used two stages: First, test the relationship between indicators and variables (outer model measurement) consist of reliability and validity teste. Reliability test used Cronbach of Alpha (CA) with the minimum allowable value is 0.7, only exploratory research, the minimum CA and CR values are above 0.6 Hair et al, 2017). The validity test was divided into convergent validity and discriminant validity. Convergent validity uses outer loading (OL) and average variance extracted (AVE) of which all items' values are much higher than the threshold value of 0.7 and 0.5 respectively. Second the relationship between variables (inner model measurement) was tested by using path coefficient (T and P value) of which the minimum T value is higher than 1.96, while the maximum P value is less than 0.05 (Hair et al., 2017;Saldanha et al., 2019).

Validity and Reliability Test
The reliability test was used to observe the internal consistency of the relationship between indicators and variables in the research model. Cronbach Alpha (CA) and composite reliability (CR) were used to observe reliability . Table I shows that the CA and CR values the results of reliability test. All items comply with the minimum threshold value of 0.7 as recommended by .
The validity test was designed to see the accuracy of the tools used in the model. There are two types of validity tests, namely convergent validity and discriminant validity. Convergent validity was observed using the outer loading (OL) and the average variance extracted (AVE). On the other hand, discriminant validity uses the Fornell-Larcker (FL) Criterion and Heterotrait-Monotrait (HTMT) .
From the convergent validity, the results show that the OL values of all items are higher than 0.7 (Figure 2), and the average variance extracted (AVE) are above 0.5 (Table II) which are complying with the threshold value of 0.7 and 0.5 respectively as recommended by . From discriminant validity, the results as shown in the Table II indicated that the Fornell-Larcker (FL) criterion (Table II) (Table III).

Results of Hypotheses Test
The first hypothesis was tested to observe the influence of Product quality (PQ) on customer loyalty (CL). The result shows that the P value (0.267) is lower than the minimum threshold value of 1.96, and P value (0.790) is higher than the minimum allowable value of 0.05 as recommended by   (Table 4.8). This shows that product quality (PQ) is not significant in influencing customer Loyalty. Therefore, H1 is not supported.  The Second hypothesis was tested to observe the influence perceived price justice (FPJ) on customer Loyalty (CL). The results show that the P value (2.387) is well above the minimum standard value of 1.96, and the P value (0.017) is above the maximum value of 0.05 (Table 4.8). This shows that the perceived price justice (FPP) significantly influences the customer loyalty (CL). Therefore, H2 is supported.
The third hypothesis was tested to understand the influence of product quality (PQ) on customer satisfaction (CS). The results show that the P value (10.539) is well above the minimum standard value of 1.96, and the P value (0,000) is below the maximum threshold of 0.05 (Table IV). This shows that the product quality (PQ) significantly influences on customer satisfaction (CS). Therefore, H3 is supported.
The fourth hypothesis was tested to know the influence of perceived price justice (PPJ) on the customer satisfaction (CS). The results showed that the T value (5.729) is well above the minimum standard value of 1.96, and P value (0,000) is below than the maximum allowable value of 0.05 (Table IV). This shows that the perceived price justice (PPJ) significantly influences on satisfaction of customers (CS). Therefore, H4 is supported.
The fifth test of the hypothesis to know the influence of customer satisfaction (CS) on customer loyalty (LC). The results showed that the T value (10.942) is well above the minimum standard value of 1.96, and the P value (0,000) is below the maximum value of 0.05 (Table  IV). This shows that customer satisfaction (CS) significantly influences customer Loyalty (LC). Therefore, H4 is supported. The Sixth hypothesis was tested to observe the mediation effect of customer satisfaction (CS) on the relationship between product quality (PQ) and customer loyalty. The result indicated that T value (7.635) and P value (0,000). T value exceeds 1.96 and P value is lower than 0.05 (Table V). This means that customer satisfaction has significant effect the relationship between product quality and customer loyalty. Therefore, H6 is supported. The seventh hypothesis was tested to see the mediation effect of customer satisfaction (CS) on the relationship between perceived price justice (PPJ) and customer loyalty (CL). The results indicate that the T value (5.108) and the P value (0,000). The T value exceeds 1.96 and P value is lower than 0.05 (Table V). This shows that the customer satisfaction has significant effect on the relationship between the perceived price justice customer loyalty. Therefore, H7 is supported.

Discussion
The first objective of this research was to test the influence of product quality (PQ) on the customer loyalty (CL). The result shows that good product quality has a positive effect but not significant on the customer loyalty. This means that even if the company improves the product quality, it will not help to increase the customer loyalty. This study confirms previous empirical studies that product quality has insignificant influence on the customer loyalty (Sunday, 2009;Sembiring et al., 2014). However, numerous empirical studies also show that product quality has significant influence on customer loyalty (Pongoh, 2013).
The second objective of this research was to test the influence of perceived price justice (PPJ) on the customer loyalty (CL). The results show that the perceived price justice influences positively and significantly on customer loyalty because the company offered varies and reasonable price based on the quality and function of the product. This study confirms some empirical studies that The third objective of this research was to test the influence of product quality (PQ) on customer satisfaction (CS). The results show that the quality of the product has a positive and significant impact on the customer satisfaction, which means that improving the product quality will lead to enhance customer satisfaction. This study confirms previous empirical studies that product quality has positive and significant impact on the customer satisfaction (Sembiring et al., 2014;Anggraeni et al 2014;Ishaq et al 2010).
The fourth objective of this research was to test the influence of perceived price justice (PPJ) on customer satisfaction (CS). The results show that the perceived price justice has a positive and significant impact on the customer satisfaction because price was setting up at the reasonable and meet the expectation of the customers and ultimately leading to the customer satisfaction. This study confirms the previous empirical studies that the perceived price justice has positive and significant impact on the customer satisfaction (Hassan et al., 2013).
The fifth objective of the research is to test customer satisfaction (SK) for customer loyalty (CL). The Smart-PLS tests 3.0 show that the customer has a positive and significant satisfaction with his or her customer. The result can be explained that when the customer feels satisfied, they will do wrong to the company. The study was confirmed by some empirical studies which demonstrate the satisfaction of the customer's positive and significant influence on customer loyalty (Aryani, 2010). The customer is pleased to have a long timeline with a marked product brand. However, some previous research findings show that the satisfaction of the customer has not given a significant influence on the fulfilment of the customer's inability to have a strong relationship with his customer (Khairawati, 2020;Asnawi, et al, 2019;Chandra et al., 2019) This means that when a company does not pay close attention to the satisfaction of customers it will have a negative impact on the customer's confidence.
The sixth objective of the research is to test the influence of the customer on the relationship between the quality of products and the quality of customers. The result of the Smart-PLS 3.0 tests shows that the satisfaction of the customer has a positive and significant effect on the relationship between the quality of output and the customer's ability to produce. The quality of products is influenced by the sensitivity of customers. A good quality product will make the customer happy, thus seeking to buy the products. When a customer wants to buy quality products or services, the customer must be satisfied first. When the customer is satisfied with the quality of a product, the customer is still loyal to the products or jobs. In addition, customers are seeking to buy, promote and recommend others to buy. Accordingly, the satisfaction of the customer has an important role in mediating the relationship between the quality of products and liabilities of the customer The study was confirmed by some empirical studies which show that there is a significant effect of the satisfaction of the customer's relationship to the quality of output and the customer (Delcourt et al., 2013;Fuentes-Blasco, Moliner-Vulz & Gilaura, 2017).
The seventh objective of the research is to test the influence of the relationship between perceived price justice and the sensitivity of customers. The results of the Smart-PLS 3.0 tests show that there is a significant positive effect on the customer's satisfaction with the perception of fair pricing with the customer's sensitivity to the internet products offered by the operator Telkomsel customers. The study was confirmed by several empirical studies showing that there is a significant positive effect on the customer's satisfaction in the relationship between perceived price justice and customer sensitivity (Wu et al., 2011).

Conclusion and Implications
The product quality, perceived price justice, customer satisfaction and customer loyalty are important factors for marketing and business application because they determine firm competitive advantages and sustainable performance. Empirical studies were undertaken to test the relationship between these variables to help increase market share, profitability and sustainability of a company. However, numerous studies indicate that the relationship between these variables is positive and significant, but others are not significant. This study implies that managers need to pay attention to improve quality of product with fair price in order to enhance customer satisfaction and ultimately retain customer loyalty. Nonetheless perceived price justice is the most important factor contributing to retain customer satisfaction and loyalty.

Limitations and Further Research
This research offers significant benefits empirically and practically. However, the study also provides several limitations. These limitations are: (1) the survey only considered from demand perspectives. Future research needs to consider supply perspectives in order to make a better generalization. (2) This research only uses product quality, and perceived price justice to predict customer satisfaction and loyalty. Future studies may consider quality services and market orientation to observe customer satisfaction and loyalty. (3). The survey only used questionnaire to collect data. Future research needs to include in-depth interviews, focus group discussions and observation for more comprehensive data collection.

SA2
Telkomcel support can immediately solve the problem that I am experiencing. SA3 Telkomcel staff can solve my problem better SA4 Ease of accessing internet products offered by Telkomcel SA5 The information provided is easy to understand and helps me PQ3 Performance 1 2 3 4 5 PFC1 I feel comfortable when using internet products from Telkomcel PFC2 Internet products that offer good quality according to what they promise PFC3 The internet products offered by Telkomcel help me in carrying out my activities. PFC4 Good internet connection compared to other operators PQ4 Prestige 1 2 3 4 5 PSG1 The internet products offered by Telcomcel are very innovative and attractive PSG2 The internet products offered by Telkomcel are unique and easily recognizable PSG3 Internet connection offered under my wish and expectation PSG4 Internet products offered as people's favourite products

MN1
The internet price offered by Telkomcel is fairly reasonable.

MN2
The internet price offered by Telkomcel is quite affordable according to its function and quality. MN3 I agreed with the internet package price offered by Telkomsel. PPJ4 I think Telkomcel always provides a medium package price that benefits everyone. PPJ5 The amount of money I paid was equivalent to the internet package I received PPJ2 Non-Monetary Sacrifice 1 2 3 4 5 NMS1 I need to spend more time getting an internet package NMS2 I have to work hard to get an internet package NMS3 I need more time to learn how to buy an active internet package I.

CS1 Expetation (ANTES & DURANTE sosa e uza)
Expectation (Before and After buying and utilizing) EXP1 Better customer service and timely service delivery EXP2 I think the price of the product/service is good. EXP3 At the same time, I think Telkomcel's service delivery is good. EXP4 I am satisfied with the information provided by the Telkomcel staff EXP5 I am satisfied with the internet services offered by Telkomcel CS2 Perception (after buying and using) 1 2 3 4 5 PER1 I am satisfied with the quality of service provided by Telkomcel PER2 I feel happy with the internet and services from Telkomcel.

PER3
In total, I am satisfied with Telkom's service provision. CS3 Recommendations 1 2 3 4 5 REC1 I want to recommend others to buy or use internet services at Telkomcel REC2 I want to buy/maintain internet from Telkomcel.

CODE
DECLARATION Scale 1 2 3 4 5 CL1 I will use the internet line from Telkomcel in the long term. CL 2 I will not switch to another operator CL3 I would suggest to all families to use the internet line from Telkomsel CL4 I would recommend that everyone use the internet line from Telkomcel.

CL5
For me, Telkomcel is better than other telecommunications in Timor-Leste.