Training to Improve Customer Satisfaction through Product Quality Enhancement

Muhammad Luqman El Hakim, Maidalena Maidalena, Muhammad Rizky Erlangga

Abstract


Technological advancements, including those in telecommunications, are rapidly evolving, and mobile phones have become essential tools for various activities, supported by prepaid cards for communication and internet use. In Indonesia, with a population of approximately 261 million and around 231 million mobile phone users, the demand for reliable telecommunication services is significant. Telkomsel, a major telecommunications provider in Indonesia, plays a pivotal role in this sector. Despite high product quality, Telkomsel faces the challenge of maintaining and enhancing customer satisfaction amid rising competition. This study investigates how improving product quality can impact customer satisfaction, focusing on Telkomsel’s internet service packages. Using methods such as Coaching and Deep Interviews with students from the State Islamic University of North Sumatra, the research identifies key strategies for enhancing service quality. Results indicate that consistent service quality, competitive pricing, customer feedback integration, and responsive customer service are crucial for maintaining customer loyalty. The study concludes that Telkomsel must continuously improve its service quality to meet evolving consumer expectations and remain competitive.

Full Text:

ICIECS24-13

References


Ginting, M. D. (2019). Penggunaan Telepon Genggam Pada Masyarakat Perbatasan (Survei Pada Kecamatan Tanjung Beringin, Kabupaten Serdang Bedagai, Provinsi Sumatera Utara). Jurnal PIKOM (Penelitian Komunikasi Dan Pembangunan), 20(1), 58. https://doi.org/10.31346/jpikom.v20i1.1906

Jagetia, G. C. (2022). Genotoxic effects of electromagnetic field radiations from mobile phones. Environmental Research, 212, 113321. https://doi.org/10.1016/j.envres.2022.113321

Afnina, A., & Hastuti, Y. (2018). Pengaruh Kualitas Produk terhadap Kepuasan Pelanggan. Jurnal Samudra Ekonomi Dan Bisnis, 9(1), 21-30.

Alfandy, M. A., & Aryanto, V. D. W. (2023). Pengaruh Kualitas Produk, Harga Dan Citra Merek Terhadap Kepuasan Pelanggan Kartu Provider Telkomsel Prabayar (Studi Kasus Pada Mahasiswa Fakultas Ilmu Komputer Universitas Dian Nuswantoro). INNOVATIVE: Journal Of Social Science Research, 3(2), 11212-11223.

Lenzun, J. J., Massie, J. D., & Adare, D. (2014). Pengaruh kualitas produk, harga dan promosi terhadap kepuasan pelanggan kartu prabayar telkomsel. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).

Losung, Y. H., Wenas, R. S., & Arie, F. V. (2022). Pengaruh Kualitas Produk, Iklan, dan Persepsi Harga Terhadap kepuasan Konsumen Pengguna kartu Prabayar Telkomsel di Kecamatan Pasan. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 10(1), 401-411.

Nurlael, S., Aprianto, R., Rabeta, Y., Suwarno, S., & Kesuma, IM (2023). Kualitas Produk, Citra Merek dan Kepercayaan Merek Terhadap Kepuasan Pelanggan Pengguna Kartu SIM Telkomsel Di Kota Lubuklinggau. Jambu Air: Jurnal Akuntansi Manajemen Bisnis Dan Penelitian Internasional, 1 (2), 123-132.

Prakasa, K. A., & Arisandy, D. (2019). Kepuasan Konsumen melalui Kualitas Produk Simcard Telkomsel. Jurnal Ilmiah Psyche, 13(1), 37-48.

Puspitaweni, R., Rini, ES, & Sembiring, BKF (2021). Pengaruh kualitas produk dan harga terhadap loyalitas pelanggan pengguna Telkomsel melalui kepuasan pelanggan di Kota Medan. Jurnal Riset dan Tinjauan Internasional, 8 (12), 580-586.

Rahmawati, N. D., Arifin, R., & Primanto, A. B. (2020). Pengaruh Word of Mouth, Citra Merek, Brand Trust, Kualitas Produk, Dan Promosi Terhadap Kepuasan Pelanggan Pengguna Kartu Telkomsel (Studi Kasus Pada Masyarakat Kelurahan Bago Tulungagung). E-JRM: Elektronik Jurnal Riset Manajemen, 9(08).

Saleleng, N. C., Kojo, C., & Karuntu, M. (2014). Kualitas Produk dan Kualitas Pelayanan Pengaruhnya Terhadap Kepuasan Pelanggan Kartu Prabayar Telkomsel. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 2(3).

Utami, A. T., & Ferlina, A. (2016). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Konsumen Pengguna Telkomsel (studi Pada Mahasiswa Universitas Bandung). eProceedings of Management, 3(1).

Yushardi, Y., Sudarti, S., & Hamdi, M. N. (2022). Potensi pengaruh radiasi gelombang elektromagnetik telepon seluler terhadap kesehatan. Jurnal Ilmiah Kesehatan Sandi Husada, 11(2), 316-322.

Putra, C. B. P. E. (2020). Dampak Radiasi Elektromagnetik Telepon Genggam pada Otak Manusia. Indonesian Journal of Nursing and Health Sciences, 1(1), 49–54. http://jurnal.globalhealthsciencegroup.com/index.php/IJNHS/article/view/263


Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Proceeding International Conference on Islamic Economics Community Services (ICIECS)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Web Analytics

 
 

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License