Factors Effecting Costumer Satisfaction In Mobile Telecommunication Industry In Indonesia
ISMOYO, AGUSTINUS (Adv.: Bayu Sutikno, M.S.M., Ph.D), Bayu Sutikno, M.S.M., Ph.D
As a promising industry, providing excellence service in telecommunication industry is one of the determinants whether or not the company will be succeed in the market. The competition between three market leaders, which is Telkomsel, Indosat, and XL Axiata, reflects the whole activities within the industry. Delivering the right determinant in service quality will lead to the customer satisfaction. This is what had become the problem in mobile telecommunication industry. That is why in this thesis, writer tries to help to solve the company find the problems by analyzing the critical service quality aspects using MS-Qual theories which includes network quality, value-added services, pricing plans, employees competency, billing systems, customer service, and convenience. After the survey conducted, it is founded that all the variables of MS-Qual are important in improving the quality of mobile telecommunication services.
Kata Kunci : ms-qual, network quality, value-added services, pricing plans, employees competency, billing systems, customer service, convenience, telkomsel, indosat, xl axiata, quantitative research
