THE FACTORS INFLUENCE QUALITY SERVICE TO RESPESCT SATISFIED CONSUMERS SPEEDY TO COMPANY PT. TELKOM LAMPUNG
THE FACTORS INFLUENCE QUALITY SERVICE TO
RESPECT SATISFIED CONSUMERS SPEEDY TO COMPANY
PT.TELKOM LAMPUNG
By
Erwin Malau
0803091015
A Field Practice Report
Submitted in a Partial Fulfillment of
The Requirements for D3 Degree
In
The Language and Arts Department of
The Faculty of Teacher Training and Education
LAMPUNG UNIVERSITY
BANDAR LAMPUNG
2012
iii
Curriculum Vitae
The writer was born on March 10th,1989 , Pematang Siantar,
North Sumatera.The writer is the no 3 from 7 brother of the
couple of Elison Malau and Rismawanta br. Sidauruk.
In 2002, he graduated from SD Negeri 4 Situnjang,
Simanindo, South Sumatera. As soon as graduated from Elementary School, he
entered SMP Swasta Dharma Pertiwi, Bahbutong, North Sumatera, and graduated in
2005. Then he continued his study at SMA Lentera Harapan, Banjar Agung, Tulang
Bawang, and finished in 2008. After finishing his study at SMA Lantera Harapan,
Banjar Agung, Tulang Bawang, the writer continued at English Diploma III
Profesional Program, the Faculty of Teacher Training and Education of Lampung
University.
In 2011, Date May 1st up to June 30th, the writer did the Field Practice ( PKL ) at
PT.Telkom, Jl. Majapahit No.14 Bandar Lampung.
viii
CONTENS
TABLE OF CONTENT
Title ......................................................................................................
i
Admission ............................................................................................
ii
Approval ...............................................................................................
iii
Dedication ............................................................................................
iv
Motto ...................................................................................................
v
Curriculum vitae...................................................................................
vi
Acknowledgement................................................................................
vii
Table of Content ...................................................................................
ix
List of Appendices
I. INTRODUCTION
1.1 OBJECT .........................................................................................
1
1.1.1 History of the Company ........................................................
1
1.1.2 Organization of the Institution ..............................................
3
1.1.3 Vision, Mission, and Strategy ...............................................
4
1.1.4 The Products and Services of the Institution .........................
5
1.2 Job Description ...............................................................................
9
ix
II. DISCUSSION
2.1 Relation with the Staffs of the Institution .......................................
13
2.2 Relationship with the facilities of the institution ............................
12
2.3 Relationship with Clients of the Institution ....................................
13
1. Analysis the Problems ...............................................................
13
2. The Effort Done by PT Telkom and the Writer to Solve
The Problem ..............................................................................
14
2.4 The Norms of the Institution ..........................................................
22
2.5 The Difficulties and Resolving the Problem ..................................
25
2.6 The Skills that are Needed to be developed in the Future ..............
25
2.7 The Courses Curriculum of D3 English Program ..........................
25
III. CONCLUSION AND SUGGESTION
3.1 Conclusion .......................................................................................
27
3.2 Suggestion .......................................................................................
28
REFERENCES
APPENDICES
x
LIST OF APPENDICES
APPENDIX 1 : Look Book ( Buku Laporan Harian ).
APPENDIX 2 : Table Promotion of Speedy on Mei 2011.
APPENDIX 3 : Table Promotion of Speddy on june 2011.
APPENDIX 4 : Surat Keterangan Telah Selesai Melakukan PKL.
APPENDIX 5 : Daftar nilai.
APPENDIX 6 : Penjelasan Desain Logo PT.TELKOM.
APPENDIX 7 : Organization Structure of KANDATEL Lampung.
APPENDIX 8 : Garansi Telepon.
APPENDIX 9 : Struktur dan Brand Produk TELKOM.
APPENDIX 10 : Petunjuk Pelaksanaan Outbond Call Layanan TELKOM
MEMO.
iv
MOTTO
Take time to opinion, that is source is
strong!
Take time to work, that is price success full!
Take time to prayer, that is strong the biggest
in the world!
ii
APROVAL
Examiner Team
Examiner I
: Drs. Sudirman. M.Pd
(…………………….)
Examiner II/Advisor : Dra.Edhita Gloria Simanjutak(………....................)
Verifield by :
Faculty of Teacher Training and Education
Deputy Dean I
Dr. Mulyanto Widodo, M.Pd
NIP 19620203198811 1 001
v
This Report is dedicated to :
The writer absolutely cannot finish the final report without helping from the people
around, so the writer proudly dedicates this report to these people:
1. My beloved parents, He deeply want to say thank for their support and pray,
thanks for giving from their belief to finish her study.
2. My beloved sister and my beloved brother for their support, kindness and
sacrifice.
3. All of my friends in D3 English Profession Class A and B, The Writer cannot
mention all.
4. All of my friends in my boarding house PURI KENCANA thanks for all of
their kindness and support.
5. My Beloved Almamater.
Title
:
THE FACTORS INFLUENCE QUALITY SERVICE TO
RESPESCT SATISFIED CONSUMERS SPEEDY TO
COMPANY PT. TELKOM LAMPUNG
Name
: Erwin Malau
Number
: 0803091015
Department : Language and Arts Education
Program
: Diploma III in English Profession
Faculty
: Teacher Training and Education Faculty
ADMITTED BY:
Head of
Advisor,
Language and Arts Department /
D III in Professional English
Drs. Imam Rejana, M.Si.
NIP 19480421 197803 1 004
Dra. Editha Gloria Simanjuntak
NIP 19480123 197703 2OO3
vi
ACKNOWLEDGEMENTS
Praise to God for his grants and blessing that this report can be completed, entitled
”THE FACTORS INFLUENCE QUALITY SERVICE TO RESPESCT SATISFIED
CONSUMERS SPEEDY TO COMPANY PT.TELKOM LAMPUNG “ This report
is written as part of require of D3 English Program in the Language and Arts
Department of Teacher Training and Education Faculty in Lampung University.
The writer would like to express the deepest gratitude to:
1. Dra. Edita Gloria Simanjutak, the advisor who has given to advice and
guidance in writing this report.
2. Drs.Sudirman. M.Pd, the examiner of field practice of the writer.
3. Drs. Bujang Rahman, M.Si., the Dean of Teacher Training and Education
Faculty.
4. Dr. Mulyanto Widodo, M.Pd., the Dean Deputy I of Teacher Training and
Education Faculty.
5. Drs. Imam Rejana, M.Si., the Head of Diploma III English and the Head of
Language and Arts Department Teacher Training and Education Faculty.
6. Feni Munifatullah, M.Hum.,S.S. the Leader Academic ( PA )
7. Mrs. Maryati and to staffs at PT. Telkom Kandatel Lampung, who always give their
support and guidance during the writer applied the field practice.
8. All of my friends in DIII English Profesion especially for class B, you are my best
friends.
9. My beloved parents who always pray and give me support, thank you for your
supporting me everything.
vii
10. My Friend in the bording house ( PURIKENCANA ) thank you for you’re
supporting.
11. All of people who help me to complete my field practice report.
32
REFERENCES
Universitas Lampung. 2011. Panduan Program Praktik Kerja Lapangan (Guideline of Field
Practice). Universitas Lampung.
M.Echols, John with Hassan Sadily. 2008. Kamus Inggris Indonesia. Jakarta:PT Gramedia
Pustaka Utama.
M.Echols, John with Hassan Sadily. 2008. Kamus Indonesia Inggris. Jakarta:PT Gramedia
Pustaka Utama.
Universitas Lampung. 2008. Pedoman Penulisan Karya Ilmiah Universitas Lampung.
Universitas Lampung.
Data Produk Telkom. http.//portaldrive1.telkom.co.id
Olvia, Ria. 2007. The Effort Made by PT Telkom Kandatel Lampung in Solving Loss Customer
for Telkom International Call ( TIC ) User in Personal Customer Care Unit.
University of Lampung
W, Setiawan Henri. 2008. Broadband Wireline Engineer.
RESPECT SATISFIED CONSUMERS SPEEDY TO COMPANY
PT.TELKOM LAMPUNG
By
Erwin Malau
0803091015
A Field Practice Report
Submitted in a Partial Fulfillment of
The Requirements for D3 Degree
In
The Language and Arts Department of
The Faculty of Teacher Training and Education
LAMPUNG UNIVERSITY
BANDAR LAMPUNG
2012
iii
Curriculum Vitae
The writer was born on March 10th,1989 , Pematang Siantar,
North Sumatera.The writer is the no 3 from 7 brother of the
couple of Elison Malau and Rismawanta br. Sidauruk.
In 2002, he graduated from SD Negeri 4 Situnjang,
Simanindo, South Sumatera. As soon as graduated from Elementary School, he
entered SMP Swasta Dharma Pertiwi, Bahbutong, North Sumatera, and graduated in
2005. Then he continued his study at SMA Lentera Harapan, Banjar Agung, Tulang
Bawang, and finished in 2008. After finishing his study at SMA Lantera Harapan,
Banjar Agung, Tulang Bawang, the writer continued at English Diploma III
Profesional Program, the Faculty of Teacher Training and Education of Lampung
University.
In 2011, Date May 1st up to June 30th, the writer did the Field Practice ( PKL ) at
PT.Telkom, Jl. Majapahit No.14 Bandar Lampung.
viii
CONTENS
TABLE OF CONTENT
Title ......................................................................................................
i
Admission ............................................................................................
ii
Approval ...............................................................................................
iii
Dedication ............................................................................................
iv
Motto ...................................................................................................
v
Curriculum vitae...................................................................................
vi
Acknowledgement................................................................................
vii
Table of Content ...................................................................................
ix
List of Appendices
I. INTRODUCTION
1.1 OBJECT .........................................................................................
1
1.1.1 History of the Company ........................................................
1
1.1.2 Organization of the Institution ..............................................
3
1.1.3 Vision, Mission, and Strategy ...............................................
4
1.1.4 The Products and Services of the Institution .........................
5
1.2 Job Description ...............................................................................
9
ix
II. DISCUSSION
2.1 Relation with the Staffs of the Institution .......................................
13
2.2 Relationship with the facilities of the institution ............................
12
2.3 Relationship with Clients of the Institution ....................................
13
1. Analysis the Problems ...............................................................
13
2. The Effort Done by PT Telkom and the Writer to Solve
The Problem ..............................................................................
14
2.4 The Norms of the Institution ..........................................................
22
2.5 The Difficulties and Resolving the Problem ..................................
25
2.6 The Skills that are Needed to be developed in the Future ..............
25
2.7 The Courses Curriculum of D3 English Program ..........................
25
III. CONCLUSION AND SUGGESTION
3.1 Conclusion .......................................................................................
27
3.2 Suggestion .......................................................................................
28
REFERENCES
APPENDICES
x
LIST OF APPENDICES
APPENDIX 1 : Look Book ( Buku Laporan Harian ).
APPENDIX 2 : Table Promotion of Speedy on Mei 2011.
APPENDIX 3 : Table Promotion of Speddy on june 2011.
APPENDIX 4 : Surat Keterangan Telah Selesai Melakukan PKL.
APPENDIX 5 : Daftar nilai.
APPENDIX 6 : Penjelasan Desain Logo PT.TELKOM.
APPENDIX 7 : Organization Structure of KANDATEL Lampung.
APPENDIX 8 : Garansi Telepon.
APPENDIX 9 : Struktur dan Brand Produk TELKOM.
APPENDIX 10 : Petunjuk Pelaksanaan Outbond Call Layanan TELKOM
MEMO.
iv
MOTTO
Take time to opinion, that is source is
strong!
Take time to work, that is price success full!
Take time to prayer, that is strong the biggest
in the world!
ii
APROVAL
Examiner Team
Examiner I
: Drs. Sudirman. M.Pd
(…………………….)
Examiner II/Advisor : Dra.Edhita Gloria Simanjutak(………....................)
Verifield by :
Faculty of Teacher Training and Education
Deputy Dean I
Dr. Mulyanto Widodo, M.Pd
NIP 19620203198811 1 001
v
This Report is dedicated to :
The writer absolutely cannot finish the final report without helping from the people
around, so the writer proudly dedicates this report to these people:
1. My beloved parents, He deeply want to say thank for their support and pray,
thanks for giving from their belief to finish her study.
2. My beloved sister and my beloved brother for their support, kindness and
sacrifice.
3. All of my friends in D3 English Profession Class A and B, The Writer cannot
mention all.
4. All of my friends in my boarding house PURI KENCANA thanks for all of
their kindness and support.
5. My Beloved Almamater.
Title
:
THE FACTORS INFLUENCE QUALITY SERVICE TO
RESPESCT SATISFIED CONSUMERS SPEEDY TO
COMPANY PT. TELKOM LAMPUNG
Name
: Erwin Malau
Number
: 0803091015
Department : Language and Arts Education
Program
: Diploma III in English Profession
Faculty
: Teacher Training and Education Faculty
ADMITTED BY:
Head of
Advisor,
Language and Arts Department /
D III in Professional English
Drs. Imam Rejana, M.Si.
NIP 19480421 197803 1 004
Dra. Editha Gloria Simanjuntak
NIP 19480123 197703 2OO3
vi
ACKNOWLEDGEMENTS
Praise to God for his grants and blessing that this report can be completed, entitled
”THE FACTORS INFLUENCE QUALITY SERVICE TO RESPESCT SATISFIED
CONSUMERS SPEEDY TO COMPANY PT.TELKOM LAMPUNG “ This report
is written as part of require of D3 English Program in the Language and Arts
Department of Teacher Training and Education Faculty in Lampung University.
The writer would like to express the deepest gratitude to:
1. Dra. Edita Gloria Simanjutak, the advisor who has given to advice and
guidance in writing this report.
2. Drs.Sudirman. M.Pd, the examiner of field practice of the writer.
3. Drs. Bujang Rahman, M.Si., the Dean of Teacher Training and Education
Faculty.
4. Dr. Mulyanto Widodo, M.Pd., the Dean Deputy I of Teacher Training and
Education Faculty.
5. Drs. Imam Rejana, M.Si., the Head of Diploma III English and the Head of
Language and Arts Department Teacher Training and Education Faculty.
6. Feni Munifatullah, M.Hum.,S.S. the Leader Academic ( PA )
7. Mrs. Maryati and to staffs at PT. Telkom Kandatel Lampung, who always give their
support and guidance during the writer applied the field practice.
8. All of my friends in DIII English Profesion especially for class B, you are my best
friends.
9. My beloved parents who always pray and give me support, thank you for your
supporting me everything.
vii
10. My Friend in the bording house ( PURIKENCANA ) thank you for you’re
supporting.
11. All of people who help me to complete my field practice report.
32
REFERENCES
Universitas Lampung. 2011. Panduan Program Praktik Kerja Lapangan (Guideline of Field
Practice). Universitas Lampung.
M.Echols, John with Hassan Sadily. 2008. Kamus Inggris Indonesia. Jakarta:PT Gramedia
Pustaka Utama.
M.Echols, John with Hassan Sadily. 2008. Kamus Indonesia Inggris. Jakarta:PT Gramedia
Pustaka Utama.
Universitas Lampung. 2008. Pedoman Penulisan Karya Ilmiah Universitas Lampung.
Universitas Lampung.
Data Produk Telkom. http.//portaldrive1.telkom.co.id
Olvia, Ria. 2007. The Effort Made by PT Telkom Kandatel Lampung in Solving Loss Customer
for Telkom International Call ( TIC ) User in Personal Customer Care Unit.
University of Lampung
W, Setiawan Henri. 2008. Broadband Wireline Engineer.