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Service Industry A Case of Postpaid Cellular Customers in
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IDENTIFICATION OFCUSTOMER VALUES IN
TELECOMMUNICATIONSERVICE INDUSTRYA CASE OF POSTPAID CELLULAR
CUSTOMERS
IN INDONESIA
DR. Husni Amani
Dini Alamanda, STp, MSM
Grisna Anggadwita ST MSM
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7/23/2019 Identification of Customer Values in Telecommunication
Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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density ofmobilephone
subscribersis !"
#"areser$edbytheathree
mobileoperators
%T.Tel&omselisthelargest
focusesonpostpaidcustomersCustomer
Values
Marketing Mix
CustomerRelationshipManagement
Customer Value
Research 'ac&ground
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7/23/2019 Identification of Customer Values in Telecommunication
Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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(onceptual )ramewor& andHypothesis
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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Methodology
(haracteristics
Data (ollection
Tools
Method
%urpose
Type
*nit Analysis
+pinion Strategy
uantitati$e
Descripti$e
(ausal
-ndi$idu
Archie$e Strategy
+bser$ation Strategy )ield Research
Sur$ey
uestionnaire and secondary data
Structural /uation Modeling
Software 0 1isrel
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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Result and Discussion
Respondent %ro2le
Age
Gender
+ccupation
1-40 years (39%
30% !"1 years #0% $30 years
11% e&'ee 41-"0 years
4) % * Fe+a,e"3% * Ma,e
./., ser/a&s * 4#%Pr./a&e E+,yee * #2%Se, E+,yee *
1%
a&e-O'e5 E&err.se E+,yee * )%
O&6ers * )%
Descripti$e Analysis
I5./.57a, C6ara&er.s&.s Ha$e 3ot'een 4ell5implemented 'y
Mobile+perators -n Their %ost5paid Ser$ices.
Mar8e&.-+.: %erformance -s(onsiderably 3ot Good
CRMperformance is currently not in agood form
C7s&+er Va,7e -s (onsiderably 1ow.
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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Result and Discussion
Model
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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Result and Discussion
Direct and -ndirect-mpact
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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(onclusion and Recommendation
(onclusion
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Service Industry A Case of Postpaid Cellular Customers in
Indonesia
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(onclusion and Recommendation
Recommendation
