IMPROVING QUALITY OF TELECOMMUNICATION PRODUCTS AND SERVICES FOR INDONESIAN HAJJ / UMRAH PILGRIMS (CASE: INDOSAT OOREDOO HAJJ/UMRAH’S PRODUCTS AND SERVICES)

• Main Author: Zeni Rahman, Taufik
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/42403
• Institution: Institut Teknologi Bandung

Indosat Ooredoo has recognized the importance of improving their products and services quality for hajj / umrah pilgrims to increase their customer satisfaction and gain more revenue. Therefore, Indosat Ooredoo strives to find a business solution to address the issues. The purpose of this research is to evaluate the discrepancies of Indosat Ooredoo’s service quality for hajj / umrah pilgrims and looking for a room of service quality improvements in Indonesia telecommunication industry for Indonesian hajj/umrah pilgrims. The research strives to develop a reliable and valid instrument that demonstrated good psychometric properties to measure customer perceived quality incorporating both service delivery as well as technical quality aspects by using service quality method; in addition, the importance level will also be collected using importance-performance analysis. The valid questionnaires were collected from the online survey with address http://bit.ly/SurveyHaji by using close-ended questions (35 attributes of an eight-dimensional service quality); it enables the respondents to rate the perceived service quality rating which identifying the discrepancy between consumer expectation and their perception of the product and service which is delivered and the relative importance of the benefits. Subsequently, attributes that fall into the key focus areas will be formulated for giving the recommendation in the context of hajj/ umrah pilgrim’s product and services improvements. The paper aims to show the service quality improvement is part of the company’s business strategy; thereby innovation has become a major differentiator in the competitive race through a series of innovation strategies. Consequently, maximizing process innovation and/or service innovation is a must to improve the quality of telecommunication products and services for hajj / umrah pilgrims.