UI - Tesis Open :: Kembali

UI - Tesis Open :: Kembali

Strengthening customer and employee satisfaction PT. Xl. Axiata TBK: an nps approach

Ario Timur; Adi Zakaria Afiff, supervisor; Tengku Ezni Balqiah, examiner; Bambang Wiharto, examiner ([Publisher not identified] , 2012)

 Abstrak

ABSTRACT
Customer Satisfaction is inevitable factor that must be considered by company. There are 2 (two) conditions that significant on telecommunication industry during 2011. First, Telecommunication and Transportation Industry had highest GDP growth compared to other service industries. This condition was challenged with telecommunication market environment with tight competitive environments among service provider which made telecommunication service as commodity from subscriber perspective. PT. XL Axiata Tbk, a challenger in Indonesia telecommunication industry, has passed 2011 with remarkable achievement. There might be customer satisfaction factor that involve to support this telecommunication company. As Service Company, one of customer satisfaction factor is good service quality, front line service which come from satisfied employees. To understand customer and employee satisfaction level, NPS can be an alternative tool to measure both satisfactions. Further steps will be conducted to provide significant factor that influence PT. XL Axiata customer and employee satisfaction. Based on analysis, several recommendations will be proposed to improve both satisfaction levels.

 File Digital: 1

 Metadata

Jenis Koleksi : UI - Tesis Open
No. Panggil : T32199
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Program Studi :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2012
Bahasa : eng
Sumber Pengatalogan : LibUI eng rda
Tipe Konten : text ;;
Tipe Media : unmediated ; computer
Tipe Carrier : volume ; online resource
Deskripsi Fisik : x, 75 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
  • Ketersediaan
  • Ulasan
  • Sampul
No. Panggil No. Barkod Ketersediaan
T32199 15-19-322712019 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 20332936
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