THE INFLUENCE OF ORGANIZATIONAL CULTURE CHARACTERISTICS AND LEADERSHIP STYLE ON THE LEVEL OF JOB SATISFACTION OF PEUNAWA RAHMAT MEULABOH PHARMACY EMPLOYEES

Abstract

The main issue of this proposal is the poor Customer Experience of Indihome customers in an era that is "forced" digitally faster amid covid conditions, including temporary and partial service handling, corrective solution approaches, inaccurate determination of root cause analysis, negative sentiment on social media and many customer problems that are not complete end to end but are more escalated to people known in the company Telkom so that transdisipliner research is needed to solve this complex problem in the digital era and post-disciplinary approach. Data will be obtained from the voice of the customer, in the form of customer complaints and expectations. This customer voice will later be analyzed related to Telkom's frontline services, how they resolve customer requests, how IT Tools connects frontline services with back rooms or network handling in Telkom companies, as well as digital infrastructure that supports customer experience improvement. The strategy carried out is to explore the voice of the customer, the approach to the customer is carried out by dividing into 7 customer journeys when connected with telecommunications companies. By studying this and looking for the best solution, Telkom will be able to provide satisfaction to customers and improve customer experience will reduce the number of customers who withdraw, increase revenue and ultimately win the Global competition in the field of Telecommunications in accordance with the 6 principles of The Rhizome.