PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN CALL CENTRE TELKOMSEL BANDUNG

DAFTAR GAMBAR

Gambar 2.1Determinants of Customer Delivered Value .................................

37

Gambar 2.2Paradigma Penelitian ....................................................................

46

Gambar 3.1Struktur Organisasi PT. Infomedia Solusi Humanika
(Call Centre Telkomsel) .................................................................................

50

Gambar 3.2 Activity Diagram Proses Pinilaian Kinerja .................................

55

Gambar 3.3 Activity Diagram Proses Pembinaan dan Komitmen Kerja Agent

56

Gambar 4.1 Uji Heteroskedasitas..................................................................... 100

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