Service Quality of PT. Indosat Ooredoo Through Online Media: Literature Review @IndosatCare

Puspita Noor Pratiwi, Sudarmo, I Nyoman Triadnyana

2017

Abstract

Field of technology is experiencing rapid development, included in the field of communication that shown by the development of telecommunications’ service providers. This condition encourages a very tight competition among provider companies of telecommunication service. In addition to the rapid technological development factor, the need for communication continues to increase, changes of lifestyle, and the existence of human history is also another factor of the increase in terms of service quality. This study aims to see social media as an online customer service in the quality of service on telecommunication business conducted by PT Indosat Ooredoo through social media account twitter @IndosatCare. This research uses literature study method with data source from @IndosatCare, reference book about communication, social media, service quality, and research journal supporting this research. The results of this study indicate that there is a key factor in the quality of service that is the response of the customer about the satisfaction of the services provided by PT Indosat Ooredoo through @IndosatCare, that are (1) tangiables seen in communicative delivery of information to the customer, (2) visible realibility in response to customer criticism in accordance with the development of information in the system of PT Indosat Ooredoo, (3) responsiveness seen in the responsiveness of admin @IndosatCare in response to tweet and submission of information in accordance with SOP, (4) assurances seen in admin @IndosatCare in providing solutions on cases submitted by customers, and (5) empathy seen in the delivery of information that represents how PT Indosat Ooredoo handles cases.

Paper Citation

in Harvard Style

Noor Pratiwi P., Sudarmo. and Triadnyana I. (2017). Service Quality of PT. Indosat Ooredoo Through Online Media: Literature Review @IndosatCare.In Proceedings of the International Post-Graduate Conference on Media and Communication - Volume 1: IPCOMC, ISBN 978-989-758-337-7, pages 250-256. DOI: 10.5220/0007327502500256

in Bibtex Style

@conference{ipcomc17,
author={Puspita Noor Pratiwi and Sudarmo and I Nyoman Triadnyana},
title={Service Quality of PT. Indosat Ooredoo Through Online Media: Literature Review @IndosatCare},
booktitle={Proceedings of the International Post-Graduate Conference on Media and Communication - Volume 1: IPCOMC,},
year={2017},
pages={250-256},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007327502500256},
isbn={978-989-758-337-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Post-Graduate Conference on Media and Communication - Volume 1: IPCOMC,
TI - Service Quality of PT. Indosat Ooredoo Through Online Media: Literature Review @IndosatCare
SN - 978-989-758-337-7
AU - Noor Pratiwi P.
AU - Sudarmo.
AU - Triadnyana I.
PY - 2017
SP - 250
EP - 256
DO - 10.5220/0007327502500256