Handayani, Indah and Sjafei, Netta J. (2010) Analysis of Value Creation By PT Smart Telecom Toward Customer Satisfaction. Bachelor thesis, Swiss German University.

Preview	Text Indah Handayani 1-3106-028 TOC.pdf Download (773kB) | Preview
	Text Indah Handayani 1-3106-028 1.pdf Restricted to Registered users only Download (767kB)
	Text Indah Handayani 1-3106-028 2.pdf Restricted to Registered users only Download (799kB)
	Text Indah Handayani 1-3106-028 3.pdf Restricted to Registered users only Download (775kB)
	Text Indah Handayani 1-3106-028 4.pdf Restricted to Registered users only Download (972kB)
	Text Indah Handayani 1-3106-028 5.pdf Restricted to Registered users only Download (760kB)
Preview	Text Indah Handayani 1-3106-028 Ref.pdf Download (751kB) | Preview

Abstract

In telecommunication industry, each provider has to provide the best and affordable products and services for customers to make them satisfied; otherwise they will migrate to other competitors. This thesis will study and explore the value creation aspects by PT Smart Telecom related to customer satisfaction, which are including product, price, place, promotion, quality, service and company’s image. The method adopted in this thesis is a comprehensive analysis on observation, questionnaire. Data collected is analyzed with customer satisfaction methods which are Performance-Importance analysis and Customer Satisfaction Index (CSI )method. From the Performance-Importance analysis shows that the attributes that need priority of improvement are the warranty, location of outlets, quality of signals, customer service’s performance, customer service’s knowledge of customer and company’s image. Based on calculation of CSI, the customer satisfaction index shows the value of 78%, which means that the respondents are currently satisfied with the performance of PT Smart Telecom.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Customer Satisfaction; Performance-Importance Analysis; Customer Satisfaction Index; Value Creation
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD58 Organizational behavior. Corporate Culture H Social Sciences > HF Commerce > HF5001 Business H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business Administration and Communication > Department of Business Administration
Depositing User:	Astuti Kusumaningrum
Date Deposited:	21 Jan 2021 14:20
Last Modified:	21 Jan 2021 14:20
URI:	http://repository.sgu.ac.id/id/eprint/1012

Actions (login required)

View Item