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PRETEST PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN CALL CENTER TERHADAP LOYALITAS MEREK DITINJAU DARI PENILAIAN PELANGGAN PENGGUNA KARTU SIMPATI PT TELKOMSEL

PRETEST PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN CALL CENTER TERHADAP LOYALITAS MEREK DITINJAU DARI PENILAIAN PELANGGAN PENGGUNA KARTU SIMPATI PT TELKOMSEL

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Published by kholil ahmad
Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s
experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel point
of view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 –
2006) + 3 attachments.
Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer
often perceived organization’s overall service quality based on their interaction
experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential
as a good quality service provider and could enhance customer loyalty.
The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this
research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority.
The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this
research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, such as: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.
Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s
experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel point
of view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 –
2006) + 3 attachments.
Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer
often perceived organization’s overall service quality based on their interaction
experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential
as a good quality service provider and could enhance customer loyalty.
The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this
research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority.
The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this
research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, such as: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.

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Published by: kholil ahmad on Jan 09, 2010
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Lampiran output PretestDescriptives
Descriptive Statistics
30 2.00 7.00 4.7000 1.3429330 3.00 7.00 5.4333 .9352630 3.00 7.00 5.4333 1.0063030 3.00 7.00 5.5333 1.0080130 1.00 7.00 5.0333 1.4015630 2.00 7.00 5.1000 1.4227230 2.00 7.00 4.9000 1.0938730 2.00 6.00 4.8000 1.2703530 2.00 7.00 4.5333 1.4077030 1.00 7.00 4.6667 1.4223230 2.00 7.00 4.7333 1.3879630 4.00 7.00 5.7333 .8683430 2.00 7.00 4.8667 1.3578230 2.00 6.00 4.5667 1.2228730 1.00 6.00 4.3333 1.2129630 4.00 7.00 5.2333 .8976330 1.00 7.00 4.8333 1.6832530 2.00 6.00 4.6333 1.2994330 1.00 7.00 3.9667 1.4735230 1.00 6.00 4.7333 1.4125930 1.00 6.00 4.7000 1.3933330 1.00 6.00 4.7000 1.4419830 1.00 6.00 4.0000 1.5756830 1.00 6.00 4.2667 1.7005730 2.00 7.00 4.8333 1.4403930 1.00 6.00 4.4667 1.5024930 2.00 7.00 4.7333 1.4367930 2.00 7.00 4.7000 1.4890430 2.00 7.00 4.7667 1.5013430 2.00 7.00 4.8000 1.3995130 1.00 7.00 4.2333 1.6955030 2.00 7.00 5.6667 1.3978630 2.00 7.00 5.4000 1.4762530 1.00 7.00 4.4667 1.5698330 1.00 7.00 4.3000 1.6006530 1.00 7.00 4.5000 1.6347530 1.00 7.00 4.6667 1.8257430adaptiveness_1adaptiveness_2adaptiveness_3adaptiveness_4adaptiveness_5adaptiveness_6adaptiveness_7adaptiveness_8Adaptiveness_9Adaptiveness_10Adaptiveness_11assurance_1assurance_2assurance_3Assurance_4emphaty_1empathy_2empathy_3empathy_4empathy_5empathy_6empathy_7Empathy_8Empathy_9authority_1authority_2Authority_3overallservqual_1overallservqual_2overallservqual_3overallservqual_4loyalitas_1loyalitas_2loyalitas_3loyalitas_4loyalitas_5Loyalitas_6Valid N (listwise)N Minimum Maximum Mean Std. Deviation
 
Reliability
Warnings
The space saver method is used. That is, the covariance matrix is not calculated orused in the analysis.
Case Processing Summary
30 100.00 .030 100.0ValidExcluded
a
TotalCasesN %Listwise deletion based on allvariables in the procedure.a.
Reliability Statistics
.854 11Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 42.879 .403 .852.0000000 40.597 .593 .837.0000000 38.996 .734 .826.0000000 41.879 .485 .846.0000000 43.212 .376 .854.0000000 43.324 .367 .855.0000000 43.365 .364 .855.0000000 40.537 .599 .837.0000000 40.160 .631 .834.0000000 39.664 .674 .831.0000000 38.816 .750 .825Zscore(adaptiveness_1)Zscore(adaptiveness_2)Zscore(adaptiveness_3)Zscore(adaptiveness_4)Zscore(adaptiveness_5)Zscore(adaptiveness_6)Zscore(adaptiveness_7)Zscore(adaptiveness_8)Zscore(Adaptiveness_9)Zscore(Adaptiveness_10)Zscore(Adaptiveness_11)Scale Mean ifItem DeletedScaleVariance ifItem DeletedCorrectedItem-TotalCorrelationCronbach'sAlpha if ItemDeleted
 
Reliability
Warnings
The space saver method is used. That is, the covariance matrix is not calculated orused in the analysis.
Case Processing Summary
30 100.00 .030 100.0ValidExcluded
a
TotalCasesN %Listwise deletion based on allvariables in the procedure.a.
Reliability Statistics
.631 4Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 5.246 .293 .642.0000000 5.065 .338 .612.0000000 4.313 .548 .457.0000000 4.553 .477 .512Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)Scale Mean ifItem DeletedScaleVariance ifItem DeletedCorrectedItem-TotalCorrelationCronbach'sAlpha if ItemDeleted

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