VALEN, ALVINA FEBRIANA (2026) PENGARUH SERVICE EXCELLENCE TERHADAP CITRA PT TELEKOMUNIKASI SELULAR PADA CUSTOMER SERVICE INDIHOME. S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01 COVER.pdf Download (679kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
02 BAB I.pdf Restricted to Registered users only Download (255kB) |
|
|
Text (BAB II)
03 BAB II.pdf Restricted to Registered users only Download (285kB) |
|
|
Text (BAB III)
04 BAB III.pdf Restricted to Registered users only Download (347kB) |
|
|
Text (BAB IV)
05 BAB IV.pdf Restricted to Registered users only Download (486kB) |
|
|
Text (BAB V)
06 BAB V.pdf Restricted to Registered users only Download (156kB) |
|
|
Text (DAFTAR PUSTAKA)
07 DAFTAR PUSTAKA.pdf Restricted to Registered users only Download (162kB) |
|
|
Text (LAMPIRAN)
08 LAMPIRAN.pdf Restricted to Registered users only Download (924kB) |
Abstract
This study aims to analyze the influence of Service Excellence on the Image of PT Telekomunikasi Selular in IndiHome Customer Service. This study is motivated by the high number of IndiHome customers as one of the largest home internet service providers in Indonesia, but on the other hand, IndiHome services are still in the public spotlight regarding service quality, especially in handling customer complaints. This condition indicates that the quality of service excellence provided by Customer Service has an important role in shaping the company's image in the eyes of customers. The Service Excellence variable, which is the independent variable, is measured based on the concept of Batubara (2022) which consists of the dimensions of Attitude, Ability, Attention, Action, Accountability, Appearance, Affirmation, and Sympathy. Meanwhile, the dependent variable, namely Corporate Image, is measured based on the theory of Kotler and Keller (2012) which includes the dimensions of Personality, Reputation, Value, and Corporate Identity. This study uses a quantitative approach with a survey method and cluster sampling technique. Data were collected by distributing questionnaires to 100 respondents who are IndiHome users in DKI Jakarta and have contacted IndiHome Customer Service. The research hypothesis states that Service Excellence influences the Image of PT Telekomunikasi Selular. The results of the study indicate that the hypothesis is accepted, namely Service Excellence in IndiHome Customer Service has a positive and significant effect on the image of PT Telekomunikasi Selular. This indicates that the better the quality of service provided to customers, the better the company image is formed. The most dominant dimension of the Service Excellence variable is the Attitude dimension, while the most dominant dimension of the Corporate Image variable is the Corporate Identity dimension. In addition, the coefficient of determination (R Square) value of 0.446 indicates that Service Excellence contributes 44.6% to the formation of the image of PT Telekomunikasi Selular, while the remaining 55.4% is influenced by other factors outside this study. Keywords: Service Excellence, Customer Service, Corporate Image, PT Telekomunikasi Selular. Penelitian ini bertujuan untuk menganalisis pengaruh Service Excellence terhadap Citra PT Telekomunikasi Selular pada Customer Service IndiHome. Penelitian ini dilatarbelakangi oleh tingginya jumlah pelanggan IndiHome sebagai salah satu penyedia layanan internet rumah terbesar di Indonesia, namun di sisi lain layanan IndiHome masih menjadi sorotan masyarakat terkait kualitas pelayanan, khususnya dalam penanganan keluhan pelanggan. Kondisi tersebut menunjukkan bahwa kualitas service excellence yang diberikan oleh Customer Service memiliki peran penting dalam membentuk citra perusahaan di mata pelanggan. Variabel Service Excellence yang merupakan variabel independen diukur berdasarkan konsep Batubara (2022) yang terdiri atas dimensi Attitude, Ability, Attention, Action, Accountability, Appearance, Affirmation, dan Sympathy. Sementara itu, variabel dependen yaitu Citra Perusahaan diukur berdasarkan teori Kotler dan Keller (2012) yang meliputi dimensi Personality, Reputation, Value, dan Corporate Identity. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei dan teknik cluster sampling. Data dikumpulkan melalui penyebaran kuesioner kepada 100 responden yang merupakan pengguna IndiHome di DKI Jakarta dan pernah menghubungi Customer Service IndiHome. Hipotesis penelitian menyatakan bahwa Service Excellence berpengaruh terhadap Citra PT Telekomunikasi Selular. Hasil penelitian menunjukkan bahwa hipotesis diterima, yaitu Service Excellence pada Customer Service IndiHome berpengaruh positif dan signifikan terhadap Citra PT Telekomunikasi Selular. Hal ini menunjukkan bahwa semakin baik kualitas pelayanan yang diberikan kepada pelanggan, maka semakin baik pula citra perusahaan yang terbentuk. Dimensi yang paling dominan dari variabel Service Excellence adalah dimensi Attitude, sedangkan dimensi paling dominan dari variabel Citra Perusahaan adalah dimensi Corporate Identity. Selain itu, nilai koefisien determinasi (R Square) sebesar 0,446 menunjukkan bahwa Service Excellence memberikan kontribusi sebesar 44,6% terhadap pembentukan citra PT Telekomunikasi Selular, sedangkan 55,4% sisanya dipengaruhi oleh faktor-faktor lain di luar penelitian ini. Kata Kunci: Service Excellence, Customer Service, Citra Perusahaan, PT Telekomunikasi Selular.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44222110027 |
| Uncontrolled Keywords: | Service Excellence, Customer Service, Citra Perusahaan, PT Telekomunikasi Selular. |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 380 Commerce, Communications, Transportation (Perdagangan, Komunikasi, Transportasi) > 384 Communications Telemunications/Komunikasi Telekomunikasi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | khalimah |
| Date Deposited: | 26 Aug 2026 04:00 |
| Last Modified: | 26 Aug 2026 04:00 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/103403 |
Actions (login required)
 |
View Item |
