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Impact of changes in ownership to the customer satisfaction. Study case: PT. XL Axiata tbk.

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The purpose of the research is to study the level of customer satisfaction in several categories of XL service after change of ownership in late 2009. The writer will analyze the difference of customer satisfaction level by comparing two periods, one is the last 6 months and the other is 3 years or more. The respondents must be using XL service for minimum of 3 years to support this study. Descriptive research will be applied in this study. The information gathered consists of primary data and secondary data using questionnaire, websites, books, journals, and magazines. Based on the findings, currently customers have a higher level of customer satisfaction in all categories used except network connectivity. In conclusion, XL changing ownership is a positive result for the customers, even though there might be some enhancement on certain area where they are lacking.

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Availability

B00958

(wh)

Available

Detail Information

Series Title

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Call Number

958

Publisher

: Swiss German University., 2011

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

IBA

Specific Detail Info

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Statement of Responsibility

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