Academic Journal
Design of Customer Satisfaction Criteria for Telecommunications Operators: Fixed Broadband Services
| العنوان: | Design of Customer Satisfaction Criteria for Telecommunications Operators: Fixed Broadband Services |
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| المؤلفون: | Ellin Devihana Pratiwi, Catur Apriono |
| المصدر: | Buletin Pos dan Telekomunikasi: Media Komunikasi Ilmiah, Vol 21, Iss 1, Pp 1-17 (2023) |
| بيانات النشر: | Ministry of Communication and Information Technology, R and D Center for Post and ICT Resources and Equipments, 2023. |
| سنة النشر: | 2023 |
| المجموعة: | LCC:Telecommunication |
| مصطلحات موضوعية: | customer relationship management (crm), customer satisfaction, telecommunications operator, dematel-based anp (danp), simple additive weighting (saw), Telecommunication, TK5101-6720 |
| الوصف: | Customer dissatisfaction is an opportunity lost for telecommunications operators in fixed broadband services in expanding its market, it is indicating that the criteria used in designing the loyalty program that being provided to customer are still less precise. This research aims to provide recommendations for telecommunications operator loyalty programs for fixed broadband services based on customer satisfaction’s criteria. This research uses DEMATEL-Based ANP (DANP) and Simple Additive Weighting (SAW) method to get assessment of loyalty program that best fits the customer satisfaction’s criteria. This research resulted in 5 dimensions and 22 criteria of customer satisfaction for telecommunications operators in fixed broadband services, where the dimension that most influences is resource and the dimension that is most influenced is relationship. The best loyalty program for telecommunications operators in fixed broadband services at PT X is High Value Customer (HVC), while the worst loyalty program is Customer Application. |
| نوع الوثيقة: | article |
| وصف الملف: | electronic resource |
| اللغة: | Indonesian |
| تدمد: | 1693-0991 2443-1524 |
| Relation: | https://bpostel.kominfo.go.id/index.php/bpostel/article/view/370; https://doaj.org/toc/1693-0991; https://doaj.org/toc/2443-1524 |
| DOI: | 10.17933/bpostel.v21i1.370 |
| URL الوصول: | https://doaj.org/article/caabcd88955e4c4b822564511b0dfcdb |
| رقم الانضمام: | edsdoj.bcd88955e4c4b822564511b0dfcdb |
| قاعدة البيانات: | Directory of Open Access Journals |
| تدمد: | 16930991 24431524 |
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| DOI: | 10.17933/bpostel.v21i1.370 |