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The relationship of customer focus and innovation toward customer satisfaction in service companies: a case study of PT Zinkpower Austrindo

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The purpose of this research is to study and analyze the fast growing service business, the challenge to set the right strategy for innovations creating customer value and customer loyalty through partnerships to increase the revenue and profitability. Pt zinkpower austrindo acts in the field of hot dip galvanizing mainly for telecommunication and pln towers (power poles) but also bridges, lighting poles, cable trays and guide rails. The technology of hot dip galvanizing is well known and the galvanizing process itself has less - even zero development. This matter resulted in loss of business as big engineering companies decided to build their own galvanizing plant to become independent. At this stage pt zinkpower austrindo had to realign their business strategy to compensate the lost in business. During this thesis we will explore the strategic decisions and innovations in services which led to the survival of the company and enable future business growth through strategic partnerships. We will also explore the business impact as pt zinkpower austrindo denied the use of several chemicals requested by customers to create a shiny surface.

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Availability

M00230

(wh)

Available

Detail Information

Series Title

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Call Number

230

Publisher

: Swiss German University., 2012

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)

MBE

Specific Detail Info

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Statement of Responsibility

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