International Journal of Innovative Technology and Exploring Engineering (IJITEE) ISSN: 2278-3075, Volume-9 Issue-1, November 2019 4571 Published By: Blue Eyes Intelligence Engineering & Sciences Publication Retrieval Number: A5212119119/2019©BEIESP DOI: 10.35940/ijitee.A5212.119119 Abstract: The study seekss to determine factors that affect customer satisfaction towards their loyalty in Indonesian telecommunications industry. The research seeks to find out how the influence of financial factors, Technology Factors and Customer Service Factors are on Customer Satisfaction and the influence of financial factors, Technology Factors and Customer Service Factors on Customer Loyalty directly or indirectly. The sources of data used in the article are major data and minor data. The major data were attained from a structured questionnaire. The questionnaire was opened online and the total respondents obtained were 160 respondents and they were valid. The results of this questionnaire indicate that the factors that influence Customer Satisfaction, namely, financial factors, technological factors and customer service factors also affect Customer Loyalty to telecommunications service providers in Indonesia. This study found that Financial Factors, Technology Factors and Customer Service Factors had a prospective influence on Customer Satisfaction, Customer Satisfaction had a determining relationship with Customer Loyalty and it was found that indirectly Financial Factors and Technology Factors through Customer Customer Satisfaction had a determining influence on Customer Loyalty whereas Customer Service Factor did not. Keywords: Customer Satisfaction, Customer Loyalty, financial factors, technological factors, customer service factors. I. INTRODUCTION Based on data from BPS (Indonesian Statistics Body) presented in the Analysis of Indonesian Telecommunications Industry in the Ministry of Telecommunication, contribution of the Information and Communication sector always goes up every year. In 2017, BHP (Biaya Hak Penggunaan [Usage Rights Fee]) frequencies reached IDR16.56 trillion, including an additional IDR 4.72 trillion from the 2.1 GHz and 2.3 GHz frequency auctions paid in that year. This is due to the current trend of telecommunications technology that has shifted from voice and SMS to data, so that this provides an increase in the benefits of cellular telephones in Indonesia so that the telecommunications market (voice and data) is contested by several cellular operators, namely PT Hutchison 3 Indonesia, Revised Manuscript Received on November 05, 2019. * Correspondence Author Yuli Widianty, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia. Email: yuli.widianty@binus.ac.id Asriana Dwiyanthi, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia. Email: asriana.dwiyanthi@binus.ac.id Ni Ketut Prawianti, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia. Email: ni.prawianti@binus.ac.id Lim Sanny*, Business Management Program, Management Department, BINUS Business School Master Program, Bina Nusantara University, Jakarta, Indonesia. Email: lsanny@binus.edu XL Axiata, Indosat, Sampoerna Telekomunikasi Indonesia, Telkomsel, Smartfren, and BWA Internux (Bolt) operators [1]. This is supported by the development of telecommunications usage based on the data of Indonesian Telecommunication Statistics of 2017, which is the percentage of population using cellular telephones that continues to increase, until 2017 it reached 59.59%. The increase in cellular application was backed up by the rise in computer possession and internet penetration in home use, which reached 19.11% for computer pssession and 57.33% for home internet penetration. Data of Indonesian Telecommunications Statistics of 2017 from the Indonesian Central Statistics Agency (BPS) showed that the number of cellular mobile subscribers according to host companies such as PT Telkomsel has 196.32 million customers; PT Indosat has 110.19 million customers, PT XL Axiata with 52.5 million customers. The cellular operators are each trying to improve their network, infrastructure services, after-sales services, promotions and conduct tariff warfare with each other to attract new customers, retain their customers and increase the loyalty of their current customers [2]-[3]. Switching and retention are short-term consequences of Customer Satisfaction, while loyalty is a long-term consequence of Customer Satisfaction [4]. Every individual in commercial and institutional relations has two responses, when faced with unsatisfied services such as response to be away, response to complaint and response to loyal [5]-[6]. A common problem faced by cellular telecommunications service providers is achieving customer acquisition targets by retaining existing customers to increase company revenue. Therefore, cellular service companies are supposed to know the factors that cause decreased customers’ satisfaction that can make them switch to another operator and develop strategies in dealing with factors that influence Customer Satisfaction to increase Customer Loyalty [7]. Cellular operator companies must utilize consumer locking to increase their profits [8]. In shorts, the financial performance of telecommunications service brands plays an important role in implementing Customer Loyalty strategy, especially in a competitive environment. Customers are assets that must be maintained properly by telecommunications service providers in Indonesia. Identifying determinants of Customer Satisfaction and the relationship of Customer Satisfaction with Customer Loyalty is very important for profitability, survival and competitiveness of companies with other competitors in the mobile telecommunications industry. Customer Loyalty In Indonesian’s Telecommunication Industry Yuli Widianty, Asriana Dwiyanthi, Ni Ketut Prawianti, Lim Sanny