PENGUKURAN KEPUASAN PELANGGAN DALAM USAHA MEMENANGKAN PERSAINGAN STUDI KASUS: PT. TELKOMSEL

• Main Author: Romandi, Romi
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/1762
• Institution: Institut Teknologi Bandung

PT. Telkomsel as a sclular telephony operator believe how important to win the competition. The way to win the competition are keep their existing customer and find the new customer. Both can be succes if PT. Telkomsel can deliver the best service for the customer so the customer can be satisfied They have to find out their grade of service, is it matching with the customer expectation or not. It can be feedback for the company to improve their service to become better than now. and they have to make an improvement for their weakness. \'This research is measuring the grade of service for ten service dimension: Tangibles. Reliabilty, Responsiveness. Courtesy_ Competence. Security. Credibility. Communication. Access. Understanding the customer. The result of data processing indicates That grade of service is positive, 11.5221_ It is mean that PT. Telkomsel generally can satisfy their customer. Four of twenty five service item give negative value. and twenty one give positive. The negative value are \"Responsiveness\'_ \" Competence\'.and `Understanding the customer\'