UI - Tesis Membership :: Kembali

UI - Tesis Membership :: Kembali

Analisis performa media sosial dalam customer service (studi kasus: XLcare) = Analysis of social media service performance in customer service area (case study: @XLcare) / Filino Nicholas Liberty

Filino Nicholas Liberty; Rembeth, John Daniel, supervisor; M. Gunawan Alif, examiner; Yeshika Alversia, examiner ([Publisher not identified] , 2015)

 Abstrak

[ABSTRAK
Industri telekomunikasi di Indonesia telah menjadi sangat kompetitif. Tiga operator terbesar telekomunikasi telah menguasai 90% pangsa pasar telekomunikasi di Indonesia. PT XL Axiata Tbk, operator terbesar kedua dari sisi pangsa pasar, telah menciptakan customer service berbasis digital melalui Twitter yang disebut XLCare. Dalam era digital ini, kepuasan pelanggan telah menjadi sangat penting dikarenakan arus informasi yang sangat cepat menyebar ke banyak pihak dalam dunia digital. Pada tahun 2014, performa XL Axiata berada di bawah Indosat dan Telkomsel dari sisi jumlah promotor di dunia digital. Untuk memahami kondisi ini dan juga untuk mengukur tingkat kepuasan pelanggan, survey elektronik untuk mengukur kualitas layanan dan akhirnya mengukur tingkat loyalitas pelanggan. Berdasarkan analisa, beberapa rekomendasi akan diajukan untuk memperbaiki proses dalam bisnis.

ABSTRACT
The telecommunication industry in Indonesia has been so competitive nowadays. Three
big local operators have owned 90% of total telecommunication market share in Indonesia.
PT Telkomsel Tbk, PT XL Axiata Tbk, and PT Indosat Tbk are competing each other by
delivering great products and services towards to their customers, particularly the digital
services. This condition may occur due the expansion of social media usage in Indonesia.
One of the key service that plays a critical part to support the business growth is the
customer service team. PT. XL Axiata Tbk, currently the 2nd largest telecommunication
operators in terms of market share, has developed a digital-based customer service through
Twitter channel which is called @XLCare. In this digital era, the customer satisfaction has
become so crucial due to the viral marketing that can be reached in a very short time
through the electronic word of mouth. In 2014, the performance of the PT XL Axiata Tbk
is below PT Indosat Tbk and PT Telkomsel Tbk in terms of numbers of buzzers. To
understand this condition and also to measure the customer satisfcation, electronic service
quality survey will be conducted to measure the loyalty variables. Based on analysis,
several recommendations will be proposed to improve the business process, The telecommunication industry in Indonesia has been so competitive nowadays. Three
big local operators have owned 90% of total telecommunication market share in Indonesia.
PT Telkomsel Tbk, PT XL Axiata Tbk, and PT Indosat Tbk are competing each other by
delivering great products and services towards to their customers, particularly the digital
services. This condition may occur due the expansion of social media usage in Indonesia.
One of the key service that plays a critical part to support the business growth is the
customer service team. PT. XL Axiata Tbk, currently the 2nd largest telecommunication
operators in terms of market share, has developed a digital-based customer service through
Twitter channel which is called @XLCare. In this digital era, the customer satisfaction has
become so crucial due to the viral marketing that can be reached in a very short time
through the electronic word of mouth. In 2014, the performance of the PT XL Axiata Tbk
is below PT Indosat Tbk and PT Telkomsel Tbk in terms of numbers of buzzers. To
understand this condition and also to measure the customer satisfcation, electronic service
quality survey will be conducted to measure the loyalty variables. Based on analysis,
several recommendations will be proposed to improve the business process]

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 Metadata

Jenis Koleksi : UI - Tesis Membership
No. Panggil : T-Pdf
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Program Studi :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2015
Bahasa : eng
Sumber Pengatalogan : LibUI ind rda
Tipe Konten : text
Tipe Media : computer
Tipe Carrier : online resource
Deskripsi Fisik : xiii, 137 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
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T-Pdf 15-17-805869472 TERSEDIA
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