The Impact Of Customer Complaint Resolution Time On The Number Of Network Complaints At Pt XYZ: An Experimental Study On The Implementation Of Complaint Handling Technology (SOC Platform)
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Abstract
This study examines the influence of the Service Operation Center (SOC) Platform on customer complaint resolution time and network-related complaint volume at PT XYZ. Using a quasi-experimental study design and Difference-in-Differences (DID) analysis, data were collected from PT XYZ customer complaint system for one year. The study compares regions using the SOC Platform (treatment) with regions not using it (control) to measure the effect of quicker complaint resolution on complaint volume. The result mirrors that the application of the SOC Platform significantly improved complaint resolution times and reduced complaint volume. These findings show that the adoption of digital solutions, such as the SOC Platform, can enhance service quality, reduce operational inefficiencies, in order to raise customer satisfaction for the telecommunication sector.
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References
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Z. Achilova, “The influence of customer complaint management on brand image in building customer loyalty in telecommunication sector.” Marmara Universitesi (Turkey), 2019.
N. Paramita and S. Noviarisanti, “Service quality analysis of mhealth services using text mining method: Alodokter and halodoc,” Int. J. Manag. Financ. Account., vol. 2, no. 2, pp. 1–21, 2021.
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R. T. Rust and T. S. Chung, “Marketing models of service and relationships,” Mark. Sci., vol. 25, no. 6, pp. 560–580, 2006.
C. Grönroos, “A service quality model and its marketing implications,” Eur. J. Mark., vol. 18, no. 4, pp. 36–44, 1984.
H. I. Ansoff, D. Kipley, A. O. Lewis, R. Helm-Stevens, and R. Ansoff, Implanting strategic management. Springer, 2018.
A. H. Van de Ven, “Suggestions for studying strategy process: A research note,” Strateg. Manag. J., vol. 13, no. S1, pp. 169–188, 1992.
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D. Sugiyono, “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D,” 2013.
V. A. Zeithaml, A. Parasuraman, and L. L. Berry, Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster, 1990.
S. Sugiyono, “Metode Penelitian Pendidikan Pendekatan Kualitatif, Kuantitatif dan R & D,” Alf. Bandung, 2018.
L. Aldianto, G. Anggadwita, A. Permatasari, I. R. Mirzanti, and I. O. Williamson, “Toward a business resilience framework for startups,” Sustainability, vol. 13, no. 6, p. 3132, 2021.
D. T. Campbell and J. C. Stanley, Experimental and quasi-experimental designs for research. Ravenio books, 2015.
I. Ghozali, “Aplikasi analisis multivariete dengan program IBM SPSS 23,” 2018.
G. W. Imbens and J. M. Wooldridge, “Recent developments in the econometrics of program evaluation,” J. Econ. Lit., vol. 47, no. 1, pp. 5–86, 2009.
V. A. Zeithaml, M. J. Bitner, and D. D. Gremler, “Integrating customer focus across the firm,” Serv. Mark., 2006.
A. O. Hirschman, Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard university press, 1972.
Z. Achilova, “The influence of customer complaint management on brand image in building customer loyalty in telecommunication sector.” Marmara Universitesi (Turkey), 2019.
N. Paramita and S. Noviarisanti, “Service quality analysis of mhealth services using text mining method: Alodokter and halodoc,” Int. J. Manag. Financ. Account., vol. 2, no. 2, pp. 1–21, 2021.
J. K. Manda, “Digital Transformation Impact on Telecom Infrastructure: Analyzing the implications of digital transformation initiatives on telecom infrastructure and operational strategies, based on your experience in digital transformation projects,” Available SSRN 5003520, 2020.
Y. Chen, G.-K. Ni, C.-H. Kuo, and C.-Y. Lin, “A service-oriented management framework for telecom operation support systems,” in 2010 7th International Conference on Service Systems and Service Management, 2010, pp. 1–5.
A. Parasuraman, V. A. Zeithaml, and L. Berry, “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” 1988, vol. 64, no. 1, pp. 12–40, 1988.
C. Haksever and B. Render, Service management: An integrated approach to supply chain management and operations. FT Press, 2013.
T. Wallin Andreassen, “Antecedents to satisfaction with service recovery,” Eur. J. Mark., vol. 34, no. 1/2, pp. 156–175, 2000.
S. S. Tax, S. W. Brown, and M. Chandrashekaran, “Customer evaluations of service complaint experiences: implications for relationship marketing,” J. Mark., vol. 62, no. 2, pp. 60–76, 1998.
I. Indrawati, G. Ramantoko, T. Widarmanti, I. A. Aziz, and F. U. Khan, “Utilitarian, hedonic, and self-esteem motives in online shopping,” Spanish J. Mark., vol. 26, no. 2, pp. 231–246, 2022.
V. A. Zeithaml, L. L. Berry, and A. Parasuraman, “The behavioral consequences of service quality,” J. Mark., vol. 60, no. 2, pp. 31–46, 1996.
R. T. Rust and T. S. Chung, “Marketing models of service and relationships,” Mark. Sci., vol. 25, no. 6, pp. 560–580, 2006.
C. Grönroos, “A service quality model and its marketing implications,” Eur. J. Mark., vol. 18, no. 4, pp. 36–44, 1984.
H. I. Ansoff, D. Kipley, A. O. Lewis, R. Helm-Stevens, and R. Ansoff, Implanting strategic management. Springer, 2018.
A. H. Van de Ven, “Suggestions for studying strategy process: A research note,” Strateg. Manag. J., vol. 13, no. S1, pp. 169–188, 1992.
M. J. Bitner, B. H. Booms, and M. S. Tetreault, “The service encounter: diagnosing favorable and unfavorable incidents,” J. Mark., vol. 54, no. 1, pp. 71–84, 1990.
M. Davidow, “The bottom line impact of organizational responses to customer complaints,” J. Hosp. Tour. Res., vol. 24, no. 4, pp. 473–490, 2000.
C. Boshoff, “An experimental study of service recovery options,” Int. J. Serv. Ind. Manag., vol. 8, no. 2, pp. 110–130, 1997.
M. Chung, E. Ko, H. Joung, and S. J. Kim, “Chatbot e-service and customer satisfaction regarding luxury brands,” J. Bus. Res., vol. 117, pp. 587–595, 2020.
D. Sugiyono, “Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D,” 2013.
V. A. Zeithaml, A. Parasuraman, and L. L. Berry, Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster, 1990.
S. Sugiyono, “Metode Penelitian Pendidikan Pendekatan Kualitatif, Kuantitatif dan R & D,” Alf. Bandung, 2018.
L. Aldianto, G. Anggadwita, A. Permatasari, I. R. Mirzanti, and I. O. Williamson, “Toward a business resilience framework for startups,” Sustainability, vol. 13, no. 6, p. 3132, 2021.
D. T. Campbell and J. C. Stanley, Experimental and quasi-experimental designs for research. Ravenio books, 2015.
I. Ghozali, “Aplikasi analisis multivariete dengan program IBM SPSS 23,” 2018.
G. W. Imbens and J. M. Wooldridge, “Recent developments in the econometrics of program evaluation,” J. Econ. Lit., vol. 47, no. 1, pp. 5–86, 2009.
V. A. Zeithaml, M. J. Bitner, and D. D. Gremler, “Integrating customer focus across the firm,” Serv. Mark., 2006.