Usulan Peningkatan Komitmen Karyawan pada Pelayanan Pelanggan di PT. Telkom Indonesia, Tbk. Divisi Regional II Jakarta  

Oleh:

Setiawan, Averyadi ; Lubis, Marina Yustiana ; Arsyad, Isnaeni

Jenis: Article from Proceeding
Dalam koleksi: Industrial Engineering Conference on Telecommunication 2010 "Membangun Kekuatan Industri di Indonesia pada Era Pasar Bebas (ACFTA / WTO)", Bandung Juni 2010, page 76-80.
Topik: Employee Commitment To Costumer Service; Costumer Service; Human Resources Management
Fulltext: Usulan Peningkatan Komitmen Karyawan pada Pelayanan Pelanggan.pdf (221.22KB)

Isi artikel

Service industry is considered as a international scale industry. On its development, service industry affects economic activities in every part of the world. Telecommunication service development, as a part of service industry, currently running very fast. As the effect, competitions have been occured to win the customer’s heart. With the motto “Committed 2U”, PT Telkom has make positioning as a customer-oriented company. Therefore, PT Telkom shows its commitment as a company which always gives best services to its customers, and also for the shareholders, business partners, and the government. Considering the competition in telecommunication industry is very tight, the employee’s commitment to customer services should be good so that the customer satisfaction can be reached. The company should aware about this fact,. This research is conducted in the Customer Care Unit in Five Kandatel PT Telkom which located in service area of PT Telkom Divre II Jakarta (Kandatel Central Jakarta, Kandatel South Jakarta, Kandatel North Jakarta, Kandatel West Jakarta, and Kandatel East Jakarta). Employees in these units make a direct contact to the customer as the front line staff and become the company’s axis because Divre II area is a central area for business and information which needs high quality of service to customers. The objectives of the research are to know about the employee’s commitment level on the current Customer Service area, to discover what are variables which significantly affects the employee’s commitment to Customer Service things, and give the recommendation about program which could increase the employee’s commitment on Customer Service things based on variables which significantly affect this factor.Factors which significantly affect the employee’s commitment on service is their willingness and their capability to serve the customers. Willingness function is depend on the affective, normative, calculative, and altruistic orientation to the customer. And there are variables which affect the function of individual capability, however, the model is focused on seven main variables which are the understanding of customer service, job competence, supervisory support, job autonomy, job routines, resource adequacy, and job pressure. Data used to measures willingness and capability variables is taken from the questionairre from the employees. Those data are raw data which will be processed by using correlation test and multiple linear regression in SPSSv 12.0 software and Microsoft Excel.

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