FACTORS THAT INFLUENCE THE PERFORMANCE OF COMPLAINT HANDLING OFFICER (CHO) IN THE WORKING UNIT CALL CENTER TELKOMSEL MAKASSAR

Authors

  • Usman Tamrin Infomedia Call Center Telkomsel Makassar
  • Halim Halim Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara Makassar
  • Syarif Ahmad Sekolah Tinggi Ilmu Administrasi Lembaga Administrasi Negara Makassar

DOI:

https://doi.org/10.33509/jan.v24i3.212

Keywords:

Performance, Complaint Handling Officer, Personal, Leadership, Team, System, Contextual/situasional, Call Center

Abstract

 

Abstract

Complaint Handling Officer (CHO) must perform according to the Key Performance Indicator (KPI) set by the company and to this day the Telkomsel Makassar Call Center CHO can successfully achieve the set targets. The purpose of this study is to determine the factors that influence the performance of the Complaint Handling Officer in the Telkomsel Call Center work unit. The research method used is quantitative associative method. This method is used to test whether there is influence fromPersonal Factor, Leadership Factor, Team Factor, System Factor, Contextual /  Situational Factor to Performance Complaint Handling Officer at Call Center Unit Telkomsel Makassar. Methods of data analysis of this study are applying normality test, regression analysis, and hypothesis test with the help of SPSS version 21. Partial research results, the relationship of personal factors have no positive and significant effect on the performance of CHO with probability value is 0.592. leadership factors do not have a positive and significant effect on the performance of CHO with a probability value of 0.910. there is a positive and significant influence of team factor on CHO performance with probability value is 0,014. system factor has no positive and significant effect on performance with probability value that is 0,650. there is no positive and significant influence of environmental factor on CHO performance with probability value is 0,878. Simultaneously (F test) all independent variables are personal, leadership, team, system, contextual / situational no significant and significant to CHO performance, with probabiltas value (sign) 0.052. It can be said that personal, leadership, team, system and contextual / situational factors together do not affect CHO performance.

 

Downloads

Download data is not yet available.

Downloads

Published

2018-12-18

How to Cite

Tamrin, Usman, Halim Halim, and Syarif Ahmad. 2018. “FACTORS THAT INFLUENCE THE PERFORMANCE OF COMPLAINT HANDLING OFFICER (CHO) IN THE WORKING UNIT CALL CENTER TELKOMSEL MAKASSAR”. Jurnal Administrasi Negara 24 (3):149-60. https://doi.org/10.33509/jan.v24i3.212.

Issue

Vol. 24 No. 3 (2018): Jurnal Administrasi Negara

Section

Articles

License

Policy for Journals That Offer Open Access

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are 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 an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their 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 published work (See The Effect of Open Access).