Analisa Communication Gap Antara Harapan dan Layanan Aktual Dalam Layanan Telkom Speedy di Kota Ambon
PT. Telekomunikasi Indonesia Tbk., a state-owned enterprise and the largest service and network provider in Indonesia, always prioritizes to meet the need of consumers. The fit between consumers want and company's services become one measure of the success of the company's performance. Therefore, a research is conducted to study a communication gap of Telkom Speedy Services, which is measured by a comparison of customer expectation yielding by promotion activities and customer perception forming by actual services. Result shows a significant difference between customer expectation and customer perception.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
An author who publishes in the ARIKA Jurnal agrees to the following terms:
- The author retains the copyright and grants ARIKA journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgment of its initial publication in this journal.
- The author is permitted and encouraged to post his/her work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).