Sutanto, Jip Ivan (1998) Analisa implementasi kualitas pelayanan pelanggan PT Multipolar Corporation. Masters thesis, Universitas Pelita Harapan.
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Abstract
Pelayanan pelanggan memainkan peran yang sangat penting dalam memuaskan pelanggan. Untuk memenuhi hal ini, PT Multipolar Corporation membentuk Customer Service Center (CSC) untuk melayani pelanggan dan sekaligus sebagai single point ofcontact. Dalam melaksanakan perannya ini CSC telah mengalami penyusutan dalam incoming call yang harus dilayani CSC. Oleh karena itu peneliti meneliti bagaimana persepsi pelanggan terhadap layanan jasa CSC maupun teknisi/programmer. Peneliti berkesimpulan bahwa walaupun terjadi penyusutan dalam incoming call ternyata persepsi pelanggan terhadap CSC maupun teknisi/programmer pada umumnya berada pada skala baik dan sedang walaupun masih ada pelanggan yang memberikan skala buruk. Karena itu peneliti memberikan saran-saran untuk meningkatkan pelayanan CSC sehingga persepsi pelanggan terhadap CSC maupun teknisi / programmer berada pada skala baik atau sangat baik.
Item Type: | Thesis (Masters) | ||||||||
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Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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Depositing User: | Phillips Iman Heri Wahyudi | ||||||||
Date Deposited: | 05 Jan 2022 04:24 | ||||||||
Last Modified: | 05 Jan 2022 04:24 | ||||||||
URI: | http://repository.uph.edu/id/eprint/44034 |
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