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  • Daftar Pustaka Pengaruh Pengalaman Pelanggan Berhubungan Dengan Call Center Terhadap Loyalitas Merek Ditinjau Dari Penilaian Pelanggan Pengguna Kartu Simpati PT Telkomsel

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

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    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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    Daftar Pustaka Pengaruh Pengalaman Pelanggan Berhubungan Dengan Call Center Terhadap Loyalitas Merek Ditinjau Dari Penilaian Pelanggan Pengguna Kartu Simpati PT Telkomsel

    Uploaded 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.

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    of 6

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    Website

    http://www.kompas.co.id/kompas-cetak/0402/05/telkom/839290.htm. diakses: 20
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    Mohammad, B.S, Telkomsel Tambah 2 Ribu Petugas CS


    http://www.swa.co.id/primer/manajemen/sdm/details.php?cid=1&id=4095
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    Susrini, Ni Ketut. 16 Panggilan ke Call Center berisi Keluhan.


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    www.telkomsel.com/web/corporate/pressRoom.php?id=131

    www.Kompas.com diakses 14 April 2007

    www.detiknet.com tanggal 18 Februari 2005


    RIWAYAT HIDUP

    Nama : Kholil Ahmad


    Tempat dan Tanggal Lahir : Kerinci, 14 September 1978
    Alamat : Jl. Sawo 10 B, Pondok Cina, Depok 16424
    Nomor Telepon dan Surat Elektronik : 081389252589/kholilahmad@gmail.com
    Nama Orang Tua: Ayah : H. Ahmad Sulaiman
    Ibu : Hj. Diniah

    Riwayat Pendidikan Formal Tahun


    SD : SD 63/III Kec. Air Hangat Kab. Kerinci ( 1984 – 1991)
    SMP : SMP I Negeri Kota Payakumbuh (1991 – 1994)
    SMU : SMU Don Bosko Padang (1994 – 1997)
    D3 : Politeknik Universitas Indonesia (1997 – 2001)
    SI : Program Ekstensi FISIP UI (2001 – 2007)

    Riwayat Pekerjaan Tahun


    1. Lembaga Studi Anak Marjinal (LSAM) (2000 – 2002)
    2. Lembaga Inside (Indonesia Society for Democratization
    and People Empowerment) (2002)
    3. Lembaga Bantuan Hukum Rakyat (LBHR) (2003 - 2004)
    4. Yayasan Jakarta Focus Institute (2004 – 2007)

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