CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN KUALITAS PELAYANAN KELUHAN DENGAN METODE SERVICE QUALITY PADA PT. TELKOM AKSES PALEMBANG

CAHYO, MUHAMAD ROBBY ADI and Ibrahim, Ali (2021) CUSTOMER RELATIONSHIP MANAGEMENT DALAM MENINGKATKAN KUALITAS PELAYANAN KELUHAN DENGAN METODE SERVICE QUALITY PADA PT. TELKOM AKSES PALEMBANG. Undergraduate thesis, Sriwijaya university.

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Abstract

Currently, every home has internet access to send information or get information quickly so that it can be used to do things that can increase individual productivity. There are many providers that offer internet for every home that wants to get internet access, one of these providers is indihome which provides internet access in the form of wifi that can be used by companies or individuals.The Service Quality Servqual method is an instrument way to measure service quality which was developed by Parasuraman, Zeithaml and Berry in their series of research on service sectors, this model is also known as the Gap. This model is closely related to the satisfaction model. In the Servqual model, service quality is defined as "a global assessment or attitude regarding the superiority of a service".The larger the gap resulting from a Servqual Gap 5 calculation, the less good the service quality is. Therefore, the priority of service quality improvement is carried out from the largest gap or gap. On the other hand, the smaller the gap (the gap is close to zero or positive), the better the service quality.Thus there is a service process carried out by PT. Telekomunikasi Indonesia (Telkom) Palembang Branch to customers who are still unsatisfactory considering that there is a big gap between expectations and perceptions.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	customer relationship management, service quality
Subjects:	T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.5 General works Management information systems Cf. HD30.213 Industrial management Cf. HF5549.5.C6+ Communication in personnel management Cf. TS158.6 Automatic data collection systems (Production control) T Technology > T Technology (General) > T58.5-58.64 Information technology > T58.6.E9 Management information systems -- Congresses.
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Muhamad Robby Adi Chayo
Date Deposited:	09 Mar 2022 04:15
Last Modified:	09 Mar 2022 04:15
URI:	http://repository.unsri.ac.id/id/eprint/62559

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