Analisis Kualitas Pelayanan Customer Service Melalui Media Sosial Twitter Terhadap Komplain Pelanggan Axis

Nurlaela, Nurlaela (2022) Analisis Kualitas Pelayanan Customer Service Melalui Media Sosial Twitter Terhadap Komplain Pelanggan Axis. S1 thesis, Universitas Kristen Indonesia.

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Abstract

Perusahaan yang bergerak di bidang jasa maupun barang akan tetap memberikan pelayanan kepada pelanggannya. Pelayanan merupakan upaya perusahaan untuk menyediakan kebutuhan pelanggannya. Customer service yang berperan sebagai penghubung memegang peranan penting dalam mengelola hubungan baik antara perusahaan dengan publiknya. Sebagai penghubung antara publik dengan perusahaan, perlu adanya kontrol atau standar dalam memberikan pelayanan. Penelitian ini bertujuan untuk menganalisis kualitas layanan yang dilakukan oleh customer service AXIS dalam memberikan pelayanan kepada pelanggannya. Untuk menganalisis kualitas layanan tersebut, penelitian ini menggunakan konsep kualitas layanan elektronik dan pemulihan kualitas layanan elektronik. Pengumpulan data penelitian ini menggunakan wawancara mendalam untuk melihat perspektif pelanggan berdasarkan pengalaman yang mereka alami saat menggunakan layanan customer service AXIS, kemudian dilakukan koding untuk memperoleh hasil analisis data. Hasil koding menggambarkan kualitas layanan yang terdiri dari efisiensi, pemenuhan, ketersediaan sistem, privasi, serta responsif, kompensasi, dan kontak. Hasil dari penelitian ini menunjukkan segi privasi dan kontak sudah diterapkan dengan baik oleh perusahaan AXIS. Akan tetapi dari segi efisiensi, pemenuhan, ketersediaan sistem, responsif, dan kompensasi belum diterapkan dengan baik. Artinya pihak AXIS perlu meningkatkan kembali kualitas pelayanan yang diberikan oleh customer service @ask_AXIS. / Companies engaged in services and goods will continue to provide services to their customers. Service is the company's effort to provide the needs of its customers. Customer service, which acts as a liaison, plays an important role in managing good relations between the company and its publics. As a liaison between the public and the company, it is necessary to have controls or standards in providing services. This study aims to analyze the quality of service performed by AXIS customer service in providing services to its customers. To analyze the quality of these services, this study uses the concepts of electronic service quality and electronic service quality recovery. This research data collection uses in-depth interviews to see the perspective of customers based on their experiences when using AXIS customer service, then coding is done to obtain the results of data analysis. The coding results describe the quality of service which consists of efficiency, compliance, system availability, privacy, and responsiveness, compensation, and contact. The results of this study indicate that the privacy and contact aspects have been implemented well by the AXIS company. However, in terms of efficiency, compliance, system availability, responsiveness, and compensation have not been implemented properly. This means that AXIS needs to improve the quality of service provided by customer service @ask_AXIS.

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