Analisis tingkat kepuasan pelanggan dari layanan voice GSM terhadap pertumbuhan industri seluler di Jabotabek = Customer satisfaction analysis of GSM voice service toward the growth of cellular industry in JABOTABEK
| Main Authors: | Muhammad Herdimas, author, Add author: Muhamad Asvial, supervisor, Add author: Djamhari Sirat, examiner, Add author: Dadang Gunawan, examiner |
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| Format: | Masters Bachelors |
| Terbitan: |
, 2010
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| Subjects: | |
| Online Access: |
https://lib.ui.ac.id/detail?id=131351 |
Daftar Isi:
- <b>ABSTRAK</b><br> Pada persaingan pasar telekomunikasi saat mn operator GSM perlu untuk mengetahui kebutuhan dan keinginan pelanggan maupun masyarakat urnum sebagai pasar layanan telekomunikasi. Dengan banyaknya pilihan akan jasa telekomunikasi pelanggan cenderung berpindah dan satu operator ke operator lainnya dikarenakan tidak merasa puas terhadap layanan yang diberikan. Oleh sebab itu operator GSM dalam membuat suatu kebijakan maupun untuk mempertahankan pelanggan yang telah mereka miliki perlu untuk mempertimbangkan faktor kepuasan pelanggan. Hal ini bertujuan agar produk yang ditawarkan dapat diterima dengan baik oleh masyarakat dan kualitas layanan dapat terjaga. Tesis ini akan membahas tentang customer satisfaction index atau tingkat kepuasan pelanggan pada industri jasa telekomunikasi di Indonesia, khususnya layanan voice pada layanan GSM. Kualitas layanan GSM yang dianalisis antara lain kegagalan melakukan panggilan, blank spot, call drop, kualitas suara, dan faktor tarif yang menjadi faktor persaingan utama saat ini di pasar telekomunikasi. Berdasarkan hasil analisis maka dapat di simpulkan bahwa pelanggan Indonesia merupakan tariff oriented bukan quality oriented. Selain itu Axis yang merupakan new commer di Telekomunikasi Indonesia memiliki kepuasan pelanggan tertinggi di antara operator GSM lainnya berdasarkan GAP analisis dan CSI analisis. <hr> <b>Abstract</b><br> In competition of telecommunications market, the GSM operators need to know the needs and desires of the general public or customers as the market of telecommumcation services. With so many options in telecommunication services customers tend to move from one operator to another operator because they are not satisfied with the services. Therefore GSM operator in making a policy and to maintain their customers, need to consider the factors such as customer satisfaction. The purpose of making the customer satisfaction as base for the telecomunication operators is to make their product accepted by public, maintain their quality of service and maintain their loyal customers. This seminar will discuss about analyzes customer satisfaction index level or customer satisfaction in the telecommunication industry in lndonesia, especially about voice quality of GSM services. The voice quality of GSM services that analyze in this thesis such as the failure to call, blank spots, traffic at the busy hours such as at a feast, and the sound quality also the rates factors which become the prime factor in competition among telecommunications operators. Base on this analysis result, Indonesia subscriber are tariff oriented type and not quality type Axrs from 5 operator whrch become object of telecommunrcatron research, have highest customer satisfaction index in Indonesia telecommunication according to gap analysis and CSI analysis.