The Influence of E-Service Quality Towards Word of Mouth Mediated by Customer Satisfaction for MYIM3 Application Usage

In recent decades, the internet has experienced rapid expansion, reaching various sectors and communities, significantly impacting the service industry. Service quality plays a crucial role in achieving objectives such as building customer trust, enhancing satisfaction, and fostering loyalty. In today’s global landscape, excelling in service standards is imperative for success. To streamline services and enhance productivity and customer satisfaction, companies like PT Indosat Tbk, a cellular service provider, have introduced self-service technologies like the myIM3 application.

The myIM3 application relies on a robust telecommunications infrastructure to function effectively. This includes reliable internet connectivity, data centers, and communication networks. In the long run, these technologies might create new job opportunities in areas like app development, maintenance, and user support. This creates a complex situation where PT Indosat Tbk needs to balance innovation with responsible job creation.

Keywords: SDG 8 (economic growth) ,SDG 9 (broadband access)