Customers are the main reason for a business to exist and the main driver
of a company's growth. With the prevalence of the internet, customers are now
equipped with the necessary information to have a higher bargaining power. With
the vast knowledge that the customers have, companies need to change focus by
becoming a customer-centric company. Customer service is important in driving
the company to achieve this goal. The reason is that the customer service
department is the face and the embodiment of the company to their customers.
Customers who call and communicate with customer service expect to be talking
to the person that represents the brand and the company. Key Performance
Indicator is typically used by customer service manager to analyze customer
service performance. There are many KPIs and managers need to focus on the
right KPIs that have a significant impact on customer satisfaction.

Creator(s)

• (34413069) SAMUEL CLAUDIO SANTOSO

Contributor(s)

-

Publisher

Universitas Kristen Petra; 2017

Language

English

Category

s1 – Undergraduate Thesis

Sub Category

Skripsi/Undergraduate Thesis

Source

Undergraduate Thesis No. 34010318/MAN/2017; Samuel Claudio Santoso (34413069)

Subject(s)

• CONSUMER SATISFACTION
• CONSUMERS

File(s)

• jiunkpe-is-s1-2017-34413069-38794-adidas-cover.pdf
• jiunkpe-is-s1-2017-34413069-38794-adidas-abstract_toc.pdf