TA DIGITAL
Analisis Kualitas Pelayanan Customer Service Representative Dengan Indeks Kepuasan Pelanggan Pasang Baru Speedy Pada Plasa Telkom Kendal
A company has its own way to improve customers’ satisfaction, one of them are to provide the excelent quality services to customers. Plasa Telkom Kendal is a company which runs in telecommunications services. The company gives a Customer Service Representative as a place to serve and to take care the customers’ complaints.
The aim of the study was to determine the level of customers’ satisfaction toward the service quality at Plasa Telkom Kendal. The data were analyzed using the important performance analysis. Carteasius diagram was used to find out the improvement priority. It is devided into 4 parts, quadran A as primary priority, B as maintanance achievement, C as low priority, and D as excessive.
The analysis result shows that customers are satisfied with the quality of service provided by Plasa Telkom, it shows by this customer’ satisfaction index of more than 76%-100%, on the other hand customer felt very satisfied will evidence of assurance variable and empathy variable with the it shows by customers’ satisfaction index indicated more than 100%.
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