Customer Experience in Call Center Services ATB based on Kano Model

Nindy Awaliyah Putri, Maryani Septiana

Abstract

This research to examined five-dimensional customer experiences based on the Kano model in ATB call center service. This research used a quantitative approach with purposive sampling technique through 100 respondents who has been using the services at least three times frequently. The data used to be the primary data through questionnaire of 18 attributes in five dimensions of customer experiences. Five customer experience dimensions were sense, feel, think, act, and relate. The results showed in sense dimension consists of two categories of Kano are must be and attractive. Think dimension consists of two categories of Kano are must be and one dimensional. Act dimensions consist of two categories of Kano namely one dimensional and attractive. While feel dimension consists of three categories of Kano are must be, one dimensional and attractive. Like feel dimensions, relate dimension also consists of threze categories of Kano ar one dimensional, attractive, and indifferent. From the results of the research also gained that the most desirable dimensions of the customer experience by call center customers of ATB is a dimension of sense, which is in the category must be as much as four attributes.

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Paper Citation


in Harvard Style

Putri N. and Septiana M. (2020). Customer Experience in Call Center Services ATB based on Kano Model. In Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS, ISBN 978-989-758-517-3, pages 94-98. DOI: 10.5220/0010356500940098


in Bibtex Style

@conference{icaess20,
author={Nindy Awaliyah Putri and Maryani Septiana},
title={Customer Experience in Call Center Services ATB based on Kano Model},
booktitle={Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,},
year={2020},
pages={94-98},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010356500940098},
isbn={978-989-758-517-3},
}


in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Conference on Applied Economics and Social Science - Volume 1: ICAESS,
TI - Customer Experience in Call Center Services ATB based on Kano Model
SN - 978-989-758-517-3
AU - Putri N.
AU - Septiana M.
PY - 2020
SP - 94
EP - 98
DO - 10.5220/0010356500940098