PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER CARE by ONLINE (CAROLINE) 188 TERHADAP KEPUASAN PELANGGAN : Studi Survei Pada Pelanggan Telkomsel Di Taman Alun-Alun Bandung

Hidayah, Aida Nur (2017) PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER CARE by ONLINE (CAROLINE) 188 TERHADAP KEPUASAN PELANGGAN : Studi Survei Pada Pelanggan Telkomsel Di Taman Alun-Alun Bandung. S1 thesis, Universitas Pendidikan Indonesia.

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Abstract

Caroline Officer 188 sebagai frontline pusat layanan informasi perusahaan Telkomsel, menjadi bagian yang penting bagi perusahaan guna menciptakan kepuasan pelanggan jangka panjang. CO 188 melayani pelanggan Telkomsel melalui saluran telepon, komunikasi interpersonal CO 188 menjadi alat yang penting dalam memberikan informasi, menangani keluhan dan permintaan pelanggan seputar produk Telkomsel. Berdasarkan data internal perusahaan, pencapaian kepuasan pelanggan Telkomsel Jabodetabek di tahun 2016 mengalami penurunan yang signifikan sebesar 82,96% dibandingkan tahun 2015 sebesar 94,73% terhadap pelayanan CO 188, pengukuran kepuasan diambil berdasarkan data CES (Customer Effort Score) yang dikirim melalui sms survey dan dibalas oleh pelanggan setelah menghubungi CO 188. Berdasarkan permasalahan tersebut, maka diadakan penelitian mengenai Pengaruh Komunikasi Interpersonal Customer Care by Online (CAROLINE) 188 terhadap Kepuasan Pelanggan (Studi Survei Pada Pelanggan Telkomsel Di Taman Alun-Alun Bandung). Tujuan penelitian ini adalah untuk mengetahui adanya pengaruh komunikasi interpersonal yang terdiri dari indikator respect, empati, audible, clarity, dan humble terhadap kepuasan pelanggan. Sehingga teori yang digunakan pada penelitian ini adalah teori S-O-R, dimana stimulus dapat mengubah respon yaitu komunikasi interpersonal dapat memberikan respon positif atau negatif terhadap pelayanan yang diberikan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei eksplanatif dengan menggunakan angket sebagai alat pengumpul data dan teknik analisis data menggunakan regresi linear berganda. Penelitian ini dilaksanakan di Taman Alun-alun Bandung dengan jumlah responden 100. Hasil penelitian menunjukkan bahwa komunikasi interpersonal yang terdiri atas respect (0,56) , empati (-0,07), audible 0,10), clarity (0,48), dan humble (0,25) secara simultan berpengaruh positif terhadap kepuasan pelanggan sebesar 0,69%. Namun secara parsial hanya indikator clarity dan humble yang berpengaruh positif dan signifikan terhadap kepuasan pelanggan Telkomsel.;---Caroline Officer 188 as Telkomsel's frontline information service center, becomes an important part for the company to create long-term customer satisfaction. CO serves Telkomsel customers via telephone, interpersonal communication CO becomes an important tool in providing information, handling complaints and customer requests about Telkomsel products. Based on internal data of thi company, in 2016 the customer satisfaction of Jabodetabek area decreased significantly by 82.96%. However, in 2015 it is 94.73% to the service CO 188. The measurement of the satisfaction is taken based on the data of CES (Customer Effort Score) which is sent via sms survey and it is replied by the customer after contacting CO 188. According to this problem, the researcher conducted a research about The Influence Interpersonal Communication of Customer Care by Online (CAROLINE) 188 to Customer Satisfaction (Survey Study of Telkomsel Customers at Taman Alun-Alun Bandung). The aim of this research is toknow the effect of interpersonal communication which consist of some indicators; respect, empathy, sound, clarity, and humble to customer satisfaction. Therefore, the theory used in this research is S-O-R theory. In this theory, stimulasi can change the response of interpersonal communication. It can give positive and negative response to the services provided. This research used quantitative approach with explanative survey method. A questionnaire to collect the data, and data analysis used is multiple linear regression. This research conducted at Taman Alun-Alun Bandung, and the respondents are 100 people. The results of this research indicates that interpersonal communication which consist of respect, empathy, audible, clarity, and humble have positive effect to customer satisfaction simultaneously. However, clarity and humble indicator partially have positive and significant impact to Telkomsel customer satisfaction.

Item Type: Skripsi,Tesis,Disertasi (S1)
Additional Information: No. Panggil : S IKOM HID p-2017; Pembimbing : I. Kusnendi, II. Heri Puspito; NIM : 1301217.
Uncontrolled Keywords: Caroline Officer, Komunikasi Interpersonal, Respect , Empati, Audible, Clarity, Humble, Kepuasan Pelanggan, Caroline Officer, Interpersonal Communication, Respect, Empathy, Audible, Clarity, Humble, Customer Satisfaction.
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: Fakultas Pendidikan Ilmu Pengetahuan Sosial > Ilmu Komunikasi
Depositing User: Isma Anggini Saktiani
Date Deposited: 14 Aug 2018 07:12
Last Modified: 14 Aug 2018 07:12
URI: http://repository.upi.edu/id/eprint/30528

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