Analisis kepuasan pelanggan telkom flexi kartu pascabayar di kota bogor

Suta Wirawan, Komang (2005) Analisis kepuasan pelanggan telkom flexi kartu pascabayar di kota bogor. Masters thesis, Institut Pertanian Bogor.

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Abstract

Satisfaction Analysis of Postpaid TelkomFlexi Customers in Bogor Komang Suta Wirawan The purposes of this study are as follow : (1) to measure the satisfaction level of postpaid TelkomFlexi customers (2) to identify factors that influence customer satisfaction (3) to identify segmentation of customers based on psychographic approach and (4) to formulate product and service development strategies in order to improve customer satisfaction level. The data were collected from 170 customers of postpaid TelkomFlexi living in Bogor. Whereas both data processing and analysis were carried out by using a number of analysis tools that consist of : Descriptive, Structural Equation Modelling (SEM), Penalty-Reward, Diagonal (Suharjo Split), Cluster and Biplot analysis. The result of the research reveal the following : (1) The customer satisfaction index of customers of postpaid TelkomFlexi in Bogor is 63,5% (2) Attributes of product such as coverage, signal quality, voice quality and SMS quality are the most significant factors that influence customer satisfaction (3) In terms of service improvement, there are two groups of attributes : attributes which their performance have to be improved and attributes which their performance must be maintained. (4) The customer loyalty index of postpaid TelkomFlexi customers in Bogor is 38,8% (5)There are three psychographic segments of postpaid TelkomFlexi customers: Attention Seekers, Practicals and Price Concerns (5)Furthermore, the managerial implication for TELKOM as TelkomFlexi provider is to improve its product and service quality especially on some basic and performance attributes to increase its customer satisfaction.

Item Type:	Thesis (Masters)
Additional Information:	e19a05ksw n
Uncontrolled Keywords:	TelkomFlexi, CDMA, TELKOM, Telekomunikasi, Manajemen Pemasaran, Kepuasan Pelanggan, LISREL, Structural Equation Modeling, Penalty-reward Analysis, Diagonal Analysis, Cluster Analysis, Biplot Analysis, Indeks Kepuasan Pelanggan, Survei, Bogor
Subjects:	Manajemen Pemasaran
Depositing User:	Library
Date Deposited:	12 Dec 2011 03:18
Last Modified:	14 Nov 2016 07:29
URI:	http://repository.sb.ipb.ac.id/id/eprint/291

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