As the fourt most populated country in the world, Indonesia is a very attractive country for telecommunication operators. Because of usage of mobile service is concentrated in Jakarta, which has approximately two-third of mobile users. However, due to high competition in telecommunication industry, it is becoming more difficult to retain existing customers. Therefore, Network Operator's key success factor depends on how well they serve the customer, in other words, the quality of their service.

For customers, quality service means providing excellent service, how fast the service at Gerai, product availability, cheap of tarrifs, e-voucher, reliability of network, ATM Bank Payment availability, lower mobile prices, authorized outlets, program promo (talk time, bonuses sms, etc), fast in access internet, etc.

As a network operator, the company offers telecommunication services primarily through its Esia brand. Bakrie Telecom strives to maintain and even improve quality service at gerai. In order to do that, Bakrie Telecom set a certain standard called Service Level Agreement (SLA). SLA means a negotiated agreement between two parties where one is the customer and the other is theservices. With the standard is 20 minutes where 10 minutes to customer and the other is the services. With the standard is 20 minutes where 10 minutes to customers waiting and 10 minutes to handling the customers, SLA level varies from one gerai to the other. Some gerai manage to maintain a satisfactory performance, while some other show unsatisfactory performance. This Capsel try to analyze the root cause of the problem at gerai with unsatisfactory perfomance, compare it with gerai with satisfactory performance, and then propose a soulution to Bakrie Telecom Management.



Research Location : PT Bakrie Telecom, Tbk.



Read at Library Only.