Rahman, Rubby (2015) ANALISIS KINERJA CO-CREATION TERHADAP CUSTOMER VALUE SERTA DAMPAKNYA PADA KEPUASAN PELANGGAN. S2 thesis, Universitas Pendidikan Indonesia.
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Abstract
Tingginya peluang dalam bisnis industri telekomunikasi membuat XL mengambil langkah lebih untuk memberikan kepuasan bagi pelanggannya dan mengingat pangsa pasar yang cukup besar untuk mendapatkan konsumen baru sehingga XL dapat menciptakan kreasi dan inovasi antara perusahaan dengan konsumen sehingga menciptakan Customer value yang lebih agar menjadi produk unggulan dan memberikan kepuasan sesuai apa yang diharapkan oleh konsumen, dengan co-creation. Adapun tujuan dari penelitian ini adalah untuk mengetahui; 1) Memperoleh gambaran Kinerja pelaksanaan Co Creation pada produk XL, Kesesuaian Customer Value, dan Tingkat Kepuasan Pelanggan Pengguna Sim Card XL. 2) Memperoleh gambaran Pengaruh dari Kinerja Co Creation pada produk XL Terhadap Kesesuaian Customer Value Pengguna Sim Card XL, 3) Memperoleh gambaran Pengaruh dari Kinerja Co-Creation terhadap tingkat Kepuasan Pelanggan Pengguna Sim Card XL; serta 4) Memperoleh gambaran Pengaruh dari Kesesuaian Customer Value terhadap tingkat Kepuasan Pelanggan Pengguna Sim Card XL Objek dari penelitian ini adalah tanggapan pengguna mengenai co creation terhadap customer value dan dampaknya pada kepuasan pelanggan pengguna sim card XL. Adapun metode penelitiannya menggunakan deskriptif verifikatif. Sumber data yang dipergunakan adalah primer dan sekunder. Dari populasi 5.716 anggota serta sampel penelitian sejumlah 100 anggota. Teknik pengambilan data dilakukan melalui wawancara, observasi kuesioner dan studi literatur. Untuk mengukur besarnya pengaruh Kinerja Co Creation terhadap Customer Value Serta Dampaknya Pada Kepuasan Pelanggan, digunakan teknik analisis jalur path (analisis jalur) dengan menggunakan Software SPSS versi 16.0 Hasil penelitian mengungkapkan bahwa pelaksanaan Co Creation dinilai pengguna cukup tinggi, Customer Value di nilai tinggi sedangkan Kepuasan Pelanggan dinilai oleh pengguna dengan nilai tingkat kepuasan tinggi. ---------- High business opportunities in the telecommunications industry make XL takes a step further to provide satisfaction for its customers and given a large enough market share to get new consumer so XL can create creation and innovation among firms with consumers thus creating Customer value in order to become a more superior product and provide appropriate satisfaction what is expected by consumers, with co-creation. As for the purpose of this research is to know; 1) getting an overview of the performance of the execution of Co Creation in XL, suitability of Customer Value, customer satisfaction and the level of the user's Sim Card XL. 2) Obtain an overview of the performance of Co Creation on XL Against Conformity of Customer Value Sim Card User XL, 3) Obtain an overview of the performance of co-creation customer satisfaction level of Users against Sim Card XL; as well as 4) Obtain an overview of the influence of the suitability of the Customer Value customer satisfaction level of Users against Sim Cards XL The object of this research is user feedback about co creation against customer value and its impact on customer satisfaction user's sim card XL. As for his research method using descriptive verifikatif. Data sources used are primary and secondary. Of the population as well as the research sample members 5716 a number of 100 members. Engineering data retrieval done through interviews, questionnaires and observation study of the literature. To gauge the magnitude of the influence the performance of Co Creation against Customer Value as well as its impact on customer satisfaction, used techniques of analysis path (path analysis) using the Software SPSS version 16.0 Research results revealed that the implementation of Co Creation are rated high enough user, Customer Value in high value while customer satisfaction rated by users with a high level of satisfaction rating.
| Item Type: | Thesis (S2) |
|---|---|
| Additional Information: | No. Panggil : T MMB RAH a-2015; Pembimbing : Ratih Hurnyati |
| Uncontrolled Keywords: | co creation, customer value dan kepuasan pelanggan, co creation, customer value and customer satisfaction |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance L Education > L Education (General) |
| Divisions: | Sekolah Pasca Sarjana > Magister Manajemen Bisnis |
| Depositing User: | Mr. Tri Agung |
| Date Deposited: | 14 Sep 2016 01:23 |
| Last Modified: | 14 Sep 2016 01:23 |
| URI: | http://repository.upi.edu/id/eprint/22164 |
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