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"Melaksanakan kegiatan Corporate Social Responsibility (CSR) adalah suatu kewajiban yang wajib dilakukan perusahaan pada umumnya. XL sebagai salah satu perusahaan telekomunikasi dan operator seluler sejak tahun 2006 sudah mulai menerapkan program CSR. Selain itu service quality merupakan suatu elemen penting di dalam perusahaan yang dapat mempengaruhi kepuasan pelanggan. Dimana nantinya dari loyalitas pelanggan dapat ditunjukkan dalam beberapa cara seperti customer retention, recommendation, dan share of wallet.Hasil penelitian ini menemukan bahwa CSR tidak berpengaruh secara signifikan terhadap customer satisfaction, sedangkan service quality berpengaruh secara segnifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh secara signifikan terhadap customer retention, recommendation, dan share of wallet.

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Nowadays, the implementation of Corporate Social Responsibility (CSR) is a must for every firm in Indonesia. XL, as one of the players in Indonesia telecommunication industry since 2006, has implemented CSR program. Besides that, service quality is an important element that gives affects to customer satisfaction. Customer retention, recommendation, and share of wallet are factors that try to be identified as the customer loyalty.

Based on the research result, CSR does not affect customer satisfaction significantly, whereas service quality affects customer satisfaction significantly and customer satisfaction affects customer retention, recommendation, and share of wallet significantly."

"Media sosial merupakan trend dalam komunikasi pemasaran pada masa kini. Perkembangan penggunaan media sosial di Indonesia sangat berkembang pesat. Interaksi yang awalnya 'one to many' menjadi 'many to many'. Dengan interaksi 'many to many' membuat media sosial dipergunakan oleh perusahaan untuk menciptakan electronic word of mouth (eWOM). Salah satu bentuk dari eWOM marketing adalah media sosial seperti Twitter. PT. XL Axiata merupakan perusahaan telekomunikasi yang menggunakan media sosial twitter untuk membentuk eWOM yang berguna untuk pembentukan brand awareness, brand image, brand satisfaction, brand trust, dan brand attachment. Data dianalisis dengan menggunakan simple regression dan multiple regression.

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Nowdays, social media quickly became the newest trends within the marketing communication sectors. The development of social media usage in indonesia are one of the fast growth technology. The 'one to many' interactions quickly became 'many to many' as Indonesian internet users easily adapt the new technology 'many to many' internet interactions allows the corporations to use social media to create an electronic word of mouth (eWOM). One of the eWOM forms can be formed as Twitter. PT. XL Axiata, one of the national telecommunications provider company are the example for eWOM users in order to creates a brand awareness, brand image, brand satisfaction, brand trust, and brand attachment. The data analysis for this research using a simple regression and multiple regressio."

"[ABSTRAKBanyaknya jejaring sosial yang bermunculan. Salah satu jejaring sosial yang marak digunakan adalah twitter. Kegiatan promosi produk melalui twitter sudah mulai digunakan PT XL Axiata Tbk (XL) sejak tahun 2009 melalui akun @XL123. Penggunaan twitter oleh perusahaan telekomunikasi di Indonesia masih dalam tahap penjualan dan promosi.Namun demikian, analisis yang dilakukan hanya terbatas pada perhitungan jumlah retweet, komentar, dan follower. Analisis belum melihat sejauh mana makna komentar dari pelanggan maupun masyarakat. Hal ini akan mempengaruhi keputusan membeli masyarakat jika komentar yang diberikan negatif, dan sebaliknya komentar positif akan meningkatkan citra perusahaan di mata stakeholder. Hal ini dapat dilihat dari fakta bahwa rating yang diperoleh XL Axiata tidak sesuai dengan ekspektasi brand tersebut, yaitu rating 3 dari 10. Sedangkan ekspektasi yang diharapkan berdasarkan analisa perbandingan jumlah follower dan following, semestinya XL Axiata memiliki reputasi yang bagus yaitu 7-8.Penelitian ini melakukan perhitungan reputasi dari produk XL Axiata, dan membandingkannya dengan produk Telkomsel dan Indosat. Selanjutnya dilakukan beberapa teknik ekstrak data, analisis sentimen, serta membandingkan tiga algoritma klasifikasi: Naïve Bayes, Support Vector Machine, dan Decision Tree. Tahap evaluasi performansi menggunakan precision, recall, f-measure, dan kurva ROC (AUC). Hasil menunjukkan bahwa model yang dibentuk oleh SVM memberikan performansi yang lebih baik untuk selanjutnya digunakan untuk melakukan perhitungan Net Brand Reputation. Perhitungan NBR dilakukan di produk 3G, 4G, Voice, SMS, dan Internet (data). Berdasarkan perbandingan kelima produk ini, XL Axiata memperoleh rata-rata nilai reputasi yang lebih di dibandingkan Telkomsel dan Indosat yaitu sebesar 24.5%, sedangkan Telkomsel hanya memperoleh 13.2% dan Indosat 19.3%.

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ABSTRACTThe internet in Indonesia has grown rapidly, it proved by many social media comes up. One of famous social media is twitter. Campaign product using twitter had been used by XL Axiata since 2009 through account @XL123. Unfortunately, the using of twitter in Indonesia telecommunication company still in the stage of sales and promotions.However, the analysis only calculated number of retweets, comments, dan followers. Analyzes haven?t seen what is the meaning of those comments, whether be positive or negative for XL brand products. Negative comments giving influence to society buying decision, while positive comments create good reputation to stakeholders. This is showned by a fact that the rating obtained XL Axiata does not correspond to the brand?s expectation, ie rating 3 out of 10. While expectation based on comparative analysis of number of followers and following, XL Axiata should have a good reputation in rate 7-8.This study not only calculating XL product but also Telkomsel and Indosat for comparative analysis. Hereafter, we extracted features, algorithms and the classification schemes. Evaluation phase using precision, recall, f-measure and ROC curve (AUC). The sentiments are classified and compared using three different algorithms: Naïve Bayes, Support Vector Machine, and Decision Tree classifier method. The result shows model built by SVM is the best result. Using this model, we measure Net Brand Reputation in 5 products which are 3G, 4G, Voice, SMS, and Internet (data). The experiments showned XL Axiata has the highest reputation score rather than Telkomsel and Indosat with average NBR score 24,5%, while Telkomsel only 13.2% and Indosat 19.3%.;The internet in Indonesia has grown rapidly, it proved by many social media comes up. One of famous social media is twitter. Campaign product using twitter had been used by XL Axiata since 2009 through account @XL123. Unfortunately, the using of twitter in Indonesia telecommunication company still in the stage of sales and promotions.However, the analysis only calculated number of retweets, comments, dan followers. Analyzes haven?t seen what is the meaning of those comments, whether be positive or negative for XL brand products. Negative comments giving influence to society buying decision, while positive comments create good reputation to stakeholders. This is showned by a fact that the rating obtained XL Axiata does not correspond to the brand?s expectation, ie rating 3 out of 10. While expectation based on comparative analysis of number of followers and following, XL Axiata should have a good reputation in rate 7-8.This study not only calculating XL product but also Telkomsel and Indosat for comparative analysis. Hereafter, we extracted features, algorithms and the classification schemes. Evaluation phase using precision, recall, f-measure and ROC curve (AUC). The sentiments are classified and compared using three different algorithms: Naïve Bayes, Support Vector Machine, and Decision Tree classifier method. The result shows model built by SVM is the best result. Using this model, we measure Net Brand Reputation in 5 products which are 3G, 4G, Voice, SMS, and Internet (data). The experiments showned XL Axiata has the highest reputation score rather than Telkomsel and Indosat with average NBR score 24,5%, while Telkomsel only 13.2% and Indosat 19.3%., The internet in Indonesia has grown rapidly, it proved by many social media comes up. One of famous social media is twitter. Campaign product using twitter had been used by XL Axiata since 2009 through account @XL123. Unfortunately, the using of twitter in Indonesia telecommunication company still in the stage of sales and promotions.However, the analysis only calculated number of retweets, comments, dan followers. Analyzes haven’t seen what is the meaning of those comments, whether be positive or negative for XL brand products. Negative comments giving influence to society buying decision, while positive comments create good reputation to stakeholders. This is showned by a fact that the rating obtained XL Axiata does not correspond to the brand’s expectation, ie rating 3 out of 10. While expectation based on comparative analysis of number of followers and following, XL Axiata should have a good reputation in rate 7-8.This study not only calculating XL product but also Telkomsel and Indosat for comparative analysis. Hereafter, we extracted features, algorithms and the classification schemes. Evaluation phase using precision, recall, f-measure and ROC curve (AUC). The sentiments are classified and compared using three different algorithms: Naïve Bayes, Support Vector Machine, and Decision Tree classifier method. The result shows model built by SVM is the best result. Using this model, we measure Net Brand Reputation in 5 products which are 3G, 4G, Voice, SMS, and Internet (data). The experiments showned XL Axiata has the highest reputation score rather than Telkomsel and Indosat with average NBR score 24,5%, while Telkomsel only 13.2% and Indosat 19.3%.]"

"ABSTRAKSkripsi ini membahas pengaruh pelaksanaan program Corporate Social Responsibility (CSR) Pendidikan terhadap pembentukan citra positif perusahaan. CSR disusun berdasarkan permasalahan dan kebutuhan masyarakat yang diselaraskan dengan prinsip perusahaan. Mengambil studi kasus pada pelaksanaan CSR PT. XL Axiata yaitu XL Future Leader, penelitian ini menggunakan pendekatan kuantitatif dan desain deskriptif. Hasil penelitian menunjukkan bahwa pelaksanaan CSR berpengaruh pada citra perusahaan di benak konsumen peserta dan non peserta XL Future Leader namun memiliki kecenderungan kadar pengaruh yang berbeda. Perbedaan ini merupakan hasil kontribusi perbedaan pengalaman yang dimiliki oleh masing-masing kategori terhadap pelaksanan program CSR tersebut.

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ABSTRACT

The focus of this study is discusses the effect of the implementation of Corporate Social Responsibility (CSR) Education on the formation of positive image of the company. CSR is based on the problems and needs of society then aligned with corporate principles. Taking a case study on the implementation of CSR PT. XL Axiata namely XL Future Leader, this study uses a quantitative approach and descriptive design. The results showed that the implementation of CSR affects the company's image in the minds of consumers of participants and non- participants XL Future Leader, but has a different levels. This difference is the result of difference experience possessed by each category against the conduct of the CSR program."

"ABSTRAKTesis ini membahas bagaimana Brand dan CRM yang diterapkan dalam kurunwaktu 2009 sampai dengan 2011 berdampak terhadap Nilai Pemegang Sahampada PT. XL Axiata, Tbk. Menganalisa kondisi dan posisi perusahaan dalamaktifitas penerapan CRM dan brand strategi dalam mempengaruhi shareholdervalue dan memberikan usulan alternatif strategi dengan adanya pendekatankonsep untuk memperoleh daya saing berkelanjutan dan lebih meningkatkanshareholder value melalui Customer Equity dan Brand Equity, Adapun salah satumetode untuk menentukan SHV adalah pengukuran pada market to book ratio ,Total Shareholder Return (TSR), Earnings per share (EPS), Dicsounted cash flows(DCF) dan 'l`obin?s Q. Perubahan kondisi keuangan perusahaan diwujudkandengan keuntungan perusahaan dan pada akhirnya hal tersebut akanmempengaruhi SHV. Hal tersebut akan menarik untuk dikaji mengenai bagaimanapengaruh Brand dan aktifitas CRM dan implementasinya yang merupakancerminan dari Customer Equity dan Brand Equity tersebut dilakukan dalammempengaruhi nilai dari SHV pada PT. XL Axiata, Tbk. Pada kurun waktu tahun2009 sampai dengan 2011.

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AbstractThis thesis analize how Brand and CRM which are implemented gives impact toshareholder value in PT. XL, Axiata, Tbk. between 2009 until 20| l. Through theanalyze of the strategy implemented, it can be analyzed the most effective andefficient strategy from inside the company. lt reflect to Customer Equity andBrand Equity PT. XL Axiata, Tbk. The method to determine the shareholdervalue are using market to book ratio, Total share holder return, Earnings pershare, Discounted cash flows, Tobin?s Q. Through those indicator the financialprofit shown. The result is how CRM and Brand implemented with reflected onCustomer Equity and Brand Equity can make an influence and maximize theshareholder value in PT. XL Axiata, Tbk. over the long term or short term period."

"ABSTRAKMeningkatnya jumlah pengguna social media telah melahirkan media baru bagi komunikasi humas. Kesempatan ini kemudian dimanfaatkan oleh XL Axiata untuk membuat facebook fans page XL Rame dan akun twitter XL123 yang dijadikan sebagai media komunikasi dengan memberikan informasi seputar produk dan layanan XL. Penelitian ini bertujuan untuk mengetahu perananan social media dalam membangun brand image dan peranannya dalam mempertahankan corporate image XL Axiata, dengan studi kasus pada fans page facebook XL Rame dan twitter XL Axiata. Konsep yang digunakan dalam penelitian ini adalah Social Network Media, MPR, Cyber PR, Brand Image, dan Corporate Image. Penelitian ini menggunakan paradigma post positivist, pendekatan kualitatif dan bersifat deskriptif. penelitian dilakukan kepada penanggung jawab social media XL, admin XL Rame, dan admin XL123. Pada penelitian ini ditemukan bahwa social media tidak terlalu berperan dalam membangun brand image dan juga tidak terlalu berperan dalam mempertahankan corporate image XL Axiata.

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ABSTRACTThe increasing of social media user has raised a new media for public relations. This opportunity is used by XL Axiata to create a facebook fans page XL Rame and twitter account XL123 which used as communication medium to give information about products and services of XL. This study aims to understand the roles of social media to build brand image and its role to maintain the corporate image of XL Axiata, with case studies on the facebook fan page XL Rame and twitter XL123. The Concepts which used in this study are the Social Media Network, MPR, Cyber PR, Brand Image and Corporate Image. This research uses a post positivist paradigm, qualitative and descriptive approach. The research objects are social media management XL team member, admin of XL Rame and admin of XL123. In this study it was found that social media is not very instrumental in building the brand image and also not play a role in maintaining the corporate image XL Axiata."

"Penelitian ini bertujuan untuk menggambarkan bagaimana penerapan learning organization di PT XL Axiata tbk. Pendekatan yang digunakan dalam penelitian ini adalah penelitian kualitatif dengan desain deskriptif dan metode penelitian studi kasus. Dari hasil penelitian, peneliti menyarankan agar perusahaan khususnya pihak manajemen yang menangani learning organization, dapat meningkatkan upaya untuk mengurangi berbagai kendala yang dihadapi dalam pembelajaran misalnya dengan peningkatan media dan program belajar virtual bagi karyawan yang sibuk, dan melakukan pendekatan yang intensif dan berkelanjutan kepada karyawan untuk merangsang inisiatif agar mau belajar dan berbagi pengetahuan.

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The aim of this research is to describe the implementation of learning organization in PT XL Axiata. This research used qualitative approach and case study method. From this study, we suggest that the company should overcome the obstacles that are faced in implementing learning organization such as to increase the use of virtual tools for learning, and to use appropriate approach for each character of employee toward learning to stimulate their initiative to learn and share knowledge."