Path: TopS2-ThesesBusiness Administration-SBM2007

PENGEMBANGAN PROGRAM CUSTOMER RELATIONSHIP MANAGEMENT (CRM) REMINDING CALL (RC) SPEEDY DATEL BANDUNG DI UNIT BILLING DAN COLLECTION (UBC) DIVRE III PT. TELKOM, Tbk

DEVELOPMENT PROGRAM OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) OF SPEEDY REMINDING CALL (RC) PROGRAM BANDUNG IN UNIT BILLING & COLLECTION (UBC) DIVRE III PT. TELKOM, Tbk

Master Theses from JBPTITBPP / 2017-09-27 15:30:39
Oleh : Nuril Eka Noorliana (NIM 29105352), S2-Business Administration
Dibuat : 2007-09-21, dengan 6 file

Keyword : development program, customer relationship, Speedy Reminding Call
Subjek : Business Administration
Kepala Subjek : Economics

ABSTRAK:




Perkembangan industri informasi dan telekomunikasi menjadi semakin marak dengan kemunculan internet dalam kehidupan sehari-hari. Sesuai dengan penelitian dari Goldman Sach Research dalam Economic Review No.204 Juni 2006, perkembangan internet mencapai pertumbuhan 31,06persen per tahun selama periode 2000-2005 dan Badan Perencanaan Pembangunan Nasional (Bappenas) memperkirakan sepanjang 2005-2009, pertambahan telepon sambungan tetap akan mencapai 18,82 juta SST.




Perkembangan internet yang dibarengi dengan perkembangan telepon tetap tersebut mendorong PT. Telkom, Tbk yang menawarkan produk Speedy untuk koneksi internet melalui telepon tetap. Dalam peningkatan pengelolaan piutang jastel, UBC Divre III Telkom melaksanakan Program Reminding Call (RC) Speedy yang merupakan program reminder pembayaran tagihan jastel Speedy. Seiring dengan pelaksanaan RC Speedy ini, ternyata masih terdapat permasalahan yang dapat berimbas pada penyelesaian pembayaran tagihan pelanggan. Oleh karena itu, perlu dilakukan evaluasi dan analisis terhadap program RC Speedy yang dapat mempengaruhi perilaku pelanggan tersebut.




Evaluasi dan analisis yang dilakukan untuk merumuskan pengembangan program RC Speedy dilakukan dengan meneliti perilaku pelanggan dalam billing payment, respon dan pendapat pelanggan Speedy terhadap program RC. Penelitian ini dipadukan pula dengan studi literatur dan wawancara dengan pihak yang bersangkutan. Analisis attitude pelanggan yang dilihat dari belief, feeling dan behavioural intention menyatakan bahwa adanya program RC, perhitungan billing dan media pembayaran yang baik, perilaku pelanggan mengalami perubahan yang positif. Dan evaluasi relationship program berdasarkan faktor customer service, loyalty programs, customization, reward programs dan community building ini menunjukkan bahwa adanya peringatan limit pemakaian jastel Speedy dan kesabaran operator RC menjadi variabel yang perlu diperhatikan selain variabel-variabel yang penilaiannya telah baik. Usulan pengembangan program RC yang dapat diimplementasikan dalam meningkatkan CRM UBC Divre III Telkom adalah program layanan limit pemakaian jastel Speedy, pelatihan komunikasi dan pembinaan hubungan antara manajemen dan operator RC.

Deskripsi Alternatif :

ABSTRACT:




Growth of information and telecommunications industry become progressively interesting with apparition of internet in everyday life. According to research from Goldman Sach Research in Economic Review No.204 of June 2006, growth of internet reach growth 31,06percent per year during period 2000-2005 and Badan Perencanaan Pembangunan Nasional (Bappenas) estimate as long as 2005-2009, accretion fixed phone will reach 18,82 million line. Growth of internet conformity with growth of fixed phone, inspire PT. Telkom, Tbk offering product of Speedy for internet connection through fixed phone.




In order to improve management telecommunication services receivable, UBC Divre III Telkom execute Speedy RC Program as a reminder for invoice payment of Speedys billing. Along with this RC program execution, there are still some problems which can induce pay off of customer invoice. Therefore, an evaluation and analysis to RC Speedy program which can influence behavior of the customer require to be conducted.




The evaluation and analysis are conducted to formulate development of RC Speedy program by examining customer behavior in billing payment, respond and opinion of Speedys customer about RC program. This Research is allied also with literature study and interview with competent party in the company. Attitude analysis of customer based on belief, feeling and behavioral intention express that obtain RC Speedy program, good billing calculation and payment media, change its customer behavior become positive. Evaluation of relationship program based on factors of customer service, loyalty programs, customization, reward programs and community building, indicate that limit usage reminder of Speedys billing and the patience of RCs operator become variables which require to be paid attention besides variable which have good assessment.




The proposal of development RC program which can be implemented for improving CRM of UBC Divre III Telkom is additional service program about limitation of Speedy usage, training of communications and construction of relation between management and RC operator.

Copyrights : Copyright (c) 2007 SBM ITB, Information Dissemination Right @ 2007 ITB Central Library, Jl. Ganesha 10 Bandung, 40132, Indonesia. Verbatim copying and distribution of this entire article is permitted by author in any medium, provided this notice is preserved.

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  • Pembimbing: Evo S. Hariandja, Ir., M.M.




    Scanner: Arnaz Driyastika M.




    (2007-12-07), Editor: driyastika

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