Sukma, Ni Putu Cista Deviutami (2020) Analisis dan Rancangan Perbaikan Layanan Penanganan Gangguan Menggunakan Customer Journey Framework pada Produk Indihome: Kasus pada PT Telkom Witel Surabaya Selatan. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Fenomena pertumbuhan daya konsumsi masyarakat Indonesia akan akses internet berdampak pada meningkatnya persaingan dalam industri penyelenggara akses internet. Adanya lingkungan persaingan yang ketat ini menyebabkan pelanggan mudah berganti layanan yang memenuhi ekspektasi dalam hal aspek kualitas. Meskipun telah membentuk Service Level Agreement (SLA) sebagai standar penyediaan layanan akses internet pada pelanggan, risiko terjadinya gangguan terhadap layanan masih tinggi. Sehingga diperlukan layanan penanganan gangguan sebagai solusi atas gangguan yang terjadi. Saat ini, perusahaan dalam industri layanan penyedia akses internet hanya berfokus pada layanan front end. Sehingga, layanan back end seperti layanan penanganan gangguan masih berfokus pada sudut pandang penyedia layanan. Dengan mengaplikasikan konsep customer experience, maka layanan yang diberikan dapat lebih sesuai dengan ekspektasi pelanggan. PT Telekomunikasi Indonesia (Telkom) merupakan salah satu pemain besar di industri penyedia akses internet yang perlu melakukan perbaikan dalam layanan penangann gangguan Indihome. Nilai NPS yang rendah menggambarkan bahwa layanan penanganan gangguan Indihome menggambarkan bahwa layanan ini memberikan pengalaman yang kurang baik bagi pelanggan dan mengarah pada kehilangan pelanggannya. Penelitian ini bertujuan untuk menganalisis dan memberikan rekomendasi perbaikan terhadap proses layanan penanganan gangguan Indihome. Studi kasus diambil pada PT Telekomunikasi Indonesia khususnya Witel Surabaya Selatan untuk memetakan proses layanan penanganan gangguan perusahaan. Wawancara mendalam dilakukan kepada 12 responden retail consumer yang dibedakan berdasarkan tipe pelanggan, yaitu residensial, apartemen dan premium cluster, untuk menemukan pengalaman serta kondisi emosional pelanggan selama menggunakan layanan. Pengumpulan data ini dilakukan untuk mendapatkan kebutuhan dan ekspektasi setiap pelanggan terhadap layanan. Dari 10 proses layanan yang telah teridentifikasi didapatkan 6 proses yang menjadi titik gangguan baik points of fail dan risk of excessive wait. Dari 6 proses tersebut ditelaah dengan Customer Journey Framework untuk menemukan akar permasalahan kemudian menggunakan kerangka milik Oracle untuk merancang usulan perbaikan. Rekomendasi perbaikan yang dirancang telah divalidasi untuk dapat memperbaiki proses yang menjadi titik gangguan. Kontribusi penelitian ini berupa perspektif baru dalam menangkap kebutuhan pelanggan dan melakukan transformasi pada proses layanan penanganan gangguan Indihome di PT Telekomunikasi Indonesia Witel Surabaya Selatan.
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As Indonesian consumptive power on internet access increased, internet provider industry is getting more competitive. Thus, this phenomenon resulted in increasing power of consumers to choose companies for internet subscription in order to fulfill their expectation especially in quality of the internet access itself. The risk of disruption is still high even though the companies has made a Service Level Agreement (SLA) to fulfill consumer expectation on quality. This led to the need of service recovery to solve every disruption when accessed internet. This happened because internet provider companies only focusing themselves on front end service improvement. Meanwhile, back end service, such as service recovery, only focusing at improvement based on the provider’s perspective. This made the application of customer experience within this service is considered to be important. PT Telekomunikasi Indonesia (Telkom) is one of the big company within internet provider industry which need a further improvement on service recovery process. As the company gained low Net Promoter Score on their service recovery process and has resulted in low customer satisfaction. This led to the increasing of customers termination. This study aims to analyze and recommend service improvements on service recovery process. Case study will take place in West Surabaya area in order to map service recovery process. In-depth interview was held to 12 retail customers which differs by their house types, such as residential, apartment or premium cluster types, in order to identified each experience and emotional state during the process. The collected data was purposed to identify customers pain points during the process and their need and expectation toward the process itself. From 10 processes which identified through the interview, 6 processes were identified as the fail points in giving bad experience and risk of excessive wait for the customer. The identified 6 fail process will then be analyzed with Customer Journey Framework in order to find the root cause of each fail processes. In order to formulate further improvement, the root causes of each fail processes will be analyzed by Oracle framework in order to find the solution. Contribution will be given to the company by giving a new perspective in understanding customers need and expectation, also on transforming their service recovery process in PT Telekomunikasi Indonesia West Surabaya Area.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSMB 658.834 2 Suk a-1 2020 |
| Uncontrolled Keywords: | Customer Experience, Service Process, Service Recovery, Telkom West Surabaya Area. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.23 Decision making. Business requirements analysis. H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning. |
| Divisions: | Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Ni Putu Cista Deviutami Sukma |
| Date Deposited: | 03 Mar 2025 04:13 |
| Last Modified: | 03 Mar 2025 04:13 |
| URI: | http://repository.its.ac.id/id/eprint/73310 |
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