PENGARUH KUALITAS KOMUNIKASI CALL CENTER MELALUI PELAYANAN CUSTOMER CARE by ONLINE (CAROLINE) TERHADAP KEPUASAN PELANGGAN(Studi pada Siswa dan Siswi SMUN 1 Malang Tahun Ajaran 2008 – 2009 Pelanggan Telkomsel)

RESMI, RISDA (2009) PENGARUH KUALITAS KOMUNIKASI CALL CENTER MELALUI PELAYANAN CUSTOMER CARE by ONLINE (CAROLINE) TERHADAP KEPUASAN PELANGGAN(Studi pada Siswa dan Siswi SMUN 1 Malang Tahun Ajaran 2008 – 2009 Pelanggan Telkomsel). Other thesis, University of Muhammadiyah Malang.

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Abstract

Normally, customer satisfaction in utilizing a cellular card product is affected by product quality. However, call center communication quality in delivering information to the customers can affect customers’ satisfaction. It’s measured from the fulfillment of information about the product needed by the customers. The research problems are (1) Is there any affect of call center’s communication quality through Customer Care by Online (Caroline) service on the satisfaction of Telkomsel customers ? (2) If there is any effect, how significant is it? While the the purpose of this research is (1)to know the effect of call center’s communication of Telkomsel customers and (2) to know the effect significance of call center’s communication quality through Customer Care by Online (Caroline) service on the satisfaction of Telkomsel customers. In this study, research uses quantitative approach. While, its design is explanatory. The used basis is survey. Data collecting technique uses questionnaire and documentation. Validity testing uses correlation analysis validity approach between item scores with total scores. Data analysis uses simple regression analysis : Y = a + bX = e. By seeing determination coefficient (r2 ), it can be known how large X variable capacity to affect Y variable. Limit of determination coefficient value is 0 < R2<1. It can be meant that if determination coefficient value is closes to 1 (100%), X capacity to explain Y is getting better. Conversely, if determination coefficient value is closes to 0, it shows the lack of X capacity in explaining Y. Based on the research result, it can be concluded that (1) Call Center’s communication quality through Customer Care by Online (Caroline) service has effect on Telkomsel customer’ satisfaction. Its effect is positif or same direction. It means that the better call center’s communication quality through Customer Care by Online (Caroline) service, the higher Telkomsel customers’ satisfaction. (2) The effect of call center’s communication quality through Customer Care by Online (Caroline) service on Telkomsel customers’ satisfaction is 0.600 or 60 %. It means that Telkomsel customers’ satisfaction variable is affected 60% by call center’s communication quality through Customer Care by Online (Caroline) service. It is indicated that the effect of call center communication quality through Customer Care by Online (Caroline) service on Telkomsel customers’ satisfaction is significant. While, its remains of 40 % are affected by another unexamined variables.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 27 Jun 2012 04:13
Last Modified: 27 Jun 2012 04:13
URI: http://eprints.umm.ac.id/id/eprint/9823

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