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

KUISIONER 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, suchas: 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, suchas: 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 1.KUESIONER PENELITIAN
Skripsi UI
”PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN
CALLCENTER
TERHADAP LOYALITAS MEREK DITINJAU DARI PENILAIANPELANGGAN PENGGUNA KARTU SIMPATI PT TELKOMSEL”
Saudara/Saudari terhormat,
Pertama-tama, kami mengucapkan terima kasih atas kesediaan Anda meluangkan waktu untuk mengisi kuesioner penelitian ini.Survei ini dilakukan sebagai
sumber data bagi skripsi
Ilmu Administrasi Niaga Fisip UI. Tujuan penelitiannya adalahmengetahui pandangan pelanggan pengguna kartu prabayar simPATI PT Telkomsel terhadap kualitas pelayanan
callcenter 
simPATI PT Telkomsel dan hubungannya dengan loyalitas merek.
PERLU DIPERHATIKAN
dalam mengisi kuesioner ini:
Tidak ada jawaban yang BENAR atau SALAH
.
Penilaian yang objektif sangat diharapkan
,
Setiap jawaban Anda akan sangat bermakna bagi kami, sehingga kami mengharapkan
tidak ada jawaban yangdikosongkan.
Jawaban Anda akan diperlakukan sesuai dengan standar profesionalitas dan etika penelitian. Oleh karena itu,
Penelitiakan menjaga kerahasiaan identitas Anda.
Sekali lagi, kami mengucapkan terimakasih dan sangat menghargai kesediaan Anda untuk mengisi kuesioner ini.Hormat kami,
Peneliti,Kholil Ahmad
Koding:
……- ………… - …………..
(Harap dikosongkan)
KRITERIA RESPONDEN:
Pengguna Kartu Prabayar Simpati
Pernah berbicara dengan petugas
callcenter 
PT Telkomsel paling tidak satukali
 
I.
PROFIL RESPONDEN:
1.Jenis kelamin:2.Usia Anda:3. Tingkat Pendidikan Anda:4. Pemakaian Pulsa Telepon Selular per bulan?5.Berapa Lama anda menggunakan kartu prabayar simPATI?6. Pernahkah anda berbicara dengan petugas
Call Center 
PT Telkomsel?7. Berapakali anda berbicara dengan petugas
Call Center 
PT Telkomsel dalam kurun waktu 6 bulan?
Petunjuk Pengisian:
Berilah tanda silang (X) dalam kotak di depan jawaban pertanyaan yang mengandung unsur pilihan ganda.
Isilah titik-titik kosong dengan jawaban yang sesuai.1Laki-laki2Perempuan1Tidak bersekolah4SMU2SD5Diploma3SMP6Universitas1< Rp. 20.0004Rp. 100.000 s/d Rp. 200.0002Rp. 20.000,- Rp. 50.000,-5Rp. 200.000 s/d Rp. 500.000,-3Rp. 50.000,- S/d Rp. 100.0006> Rp. 500.000,-1Kurang dari 3 bulan36 bulan 1 tahun23 bulan 6 bulan4Lebih dari 1 tahun118 20 Tahun32530 tahun22025 tahun430-35 tahun1Pernah2Tidak Pernah1Kurang dari 3 kali36 kali 9 kali23 kali 6 kali4Lebih dari 9 kali
 
II. Penilaian terhadap pengalaman pelanggan berhubungan dengan petugas
Call Center 
No.PernyataanSTSTSATSN/BASSSS A. Adaptiveness
8Petugas
Call Center 
memperlakukan anda dengan sopan saat berbicaradengan anda12345679Saat anda menyampaikan pertanyaan, petugas berusaha untuk memahamipertanyaan anda123456710Anda yakin bahwa petugas
Call Center 
memahami pekerjaan mereka123456711Anda percaya bahwa petugas
Call Center 
selalu dapat membantu anda dalammenemukan solusi permasalahan123456712Seandainya petugas
Call Center 
tidak dapat langsung merespon kebutuhananda, maka anda yakin petugas akan berusaha untuk mencari informasi yangdiperlukan123456713Anda percaya bahwa petugas
Call Center 
selalu dapat membantu anda dalammenemukan jawaban pertanyaan.123456714Petugas
Call Center 
akan berusaha untuk memenuhi berbagai permintaananda1234567
B. Assurance
15Saat anda menanyakan berbagai informasi berkaitan dengan prosedur tertentu(misalnya:
simcard
anda terblokir atau hilang, aktivasi layanan GPRS, settingMMS/SMS, aktivasi nada sambung pribadi dsb), petugas akan dapatmenjelaskan prosedur tersebut secara jelas dan sistematis.123456716Saat anda menghadapi berbagai ketidakjelasan berkaitan dengan layanantelekomunikasi selular, petugas
call center 
dapat menenangkan anda denganmemberikan informasi yang benar 123456717Anda yakin petugas
call center 
akan menangani informasi yang anda berikankepada mereka secara hati-hati dan rahasia.123456718Anda yakin bahwa petugas call center tidak akan menyalahgunakan informasiyang anda berikan kepada mereka.1234567
Petunjuk Pengisian:
Berilah tanda silang (X) pada pilihan jawaban yang tersedia di bawah ini sesuai dengan
Persetujuan Anda
terhadap pernyataan dibawah ini.Arti Pilihan Jawaban sebagai berikut:1STS = Sangat Tidak Setuju5AS = Agak Setuju2TS = Tidak Setuju6S = Setuju3ATS = Agak Tidak Setuju7SS = Sangat Setuju4N/B = Netral/Biasa

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