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Analysis of value creation by PT. Smart Telecom toward customer satisfaction

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In telecommunication industry, each provider has to provide the best and affordable products and services for customers to make them satisfied; otherwise they will migrate to other competitors. This thesis will study and explore the value creation aspects by PT Smart Telecom related to customer satisfaction, which are including product, price, place, promotion, quality, service and company?s image. The method adopted in this thesis is a comprehensive analysis on observation, questionnaire. Data collected is analyzed with customer satisfaction methods which are Performance-Importance analysis and Customer Satisfaction Index (CSI) method. From the Performance-Importance analysis shows that the attributes that need priority of improvement are the warranty, location of outlets, quality of signals, customer service?s performance, customer service?s knowledge of customer and company?s image. Based on calculation of CSI, the customer satisfaction index shows the value of 78%, which means that the respondents are currently satisfied with the performance of PT Smart Telecom.

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Availability

B00763

(wh)

Available

Detail Information

Series Title

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Call Number

763

Publisher

: Swiss German University., 2010

Collation

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Language

English

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Classification

NONE

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Edition

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Subject(s)

IBA

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