HUBUNGAN ANTARA KINERJA CUSTOMER SERVICE DENGAN TINGKAT KEPUASAN PELANGGAN STUDI PADA PELANGGAN GALERI INDOSAT LUMAJANG

DIAH W, ANY (2008) HUBUNGAN ANTARA KINERJA CUSTOMER SERVICE DENGAN TINGKAT KEPUASAN PELANGGAN STUDI PADA PELANGGAN GALERI INDOSAT LUMAJANG. Other thesis, University of Muhammadiyah Malang.

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HUBUNGAN_ANTARA_KINERJA_CUSTOMER_SERVICE_DENGAN_TINGKAT_KEPUASAN_PELANGGAN_STUDI_PADA_PELANGGAN_GALERI_INDOSAT_LUMAJANG.pdf

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Abstract

Indosat is the second largest telecommunication and multimedia company in Indonesia for cellular service. With customer orientation, Indosat tried to design the best service for their customer with customer service task to give service to the customer. It means to reach customer satisfaction for Indosat existence. The research aimed to find out relation between customer service performance with customer satisfaction level to Indosat Gallery Lumajang with study to the Indosat Gallery Lumajang customer. Several concept related with this research came from understanding about public relations, marketing public relation, and factors decided the customer satisfaction. Generally, MPR was a design, applying and evaluating process through program which dedicated to force consumer demand and satisfaction through trusted information and positive impression and related with the company identity or product related with needs, attention, and importance for the consumer (Ruslan, 1998:245). Since then, the customer satisfaction is the most important factor for company existence. The research type was explanation. This research used questionnaire to find out the relation between customer service and customer satisfaction. The research was tested through reliability and validity. Data collection technique used documentation, observation and questionnaire. To analyze the data, the writer used partial correlation coefficient. According to the previous research, there could be found that there were relation between customer service performance and customer satisfaction at Indosat Gallery Lumajang. The relation was: (1) From the determination scale, there found that the customer service performance was on good scale and the customer satisfaction also in the same scale; (2) from the reliability analysis, there found alpha analysis value as: X1 was 0.898, X2 was 0.680 and Y was 0.635, from the three value was 6 which mean in this research was reliable. (3) from the partial correlation was: (a) for correlation between X1 with Y control X2 there found partial correlation value 0,512 with significancy 0.000 (b) for correlation between X2 with Y controlled X1 there found partial correlation 0,367 with significancy 0.013. The research also recommended to add more employee in customer service department. With additional customer service, the service would be far better easier.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 01 May 2012 07:47
Last Modified: 01 May 2012 07:47
URI: http://eprints.umm.ac.id/id/eprint/3645

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