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Jurnal Bisnis, Ekonomi, Manajemen, dan Kewirausahaan Abnus Publisher

The Analysis of Customer Service Management in Improving Human Resource Performance at Grapari Telkomsel

2025-11-30
Published
48-56
Pages
OPEN
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MF
Muhammad RIzky Fatkhurrahman
Universitas Terbuka, Indonesia
MR
Muhammad Irfan Rahadian
Universitas Terbuka, Indonesia
Abstract

Purpose: This study aims to analyze customer service management to improve human resource performance at Grapari Telkomsel and to reveal that effective customer service management not only enhances customer satisfaction but also directly contributes to improving human resource performance within the Grapari Telkomsel work environment.

Research Methodology: This study uses a qualitative descriptive method, collecting data through observations, interviews, and documentation to describe customer service management at GraPARI Telkomsel.

Results: The research findings indicate that the customer service management implemented includes continuous training, motivation, performance measurement, and the application of strict standards and the role of customer service management is inseparable from the company’s strategic efforts to foster a service-oriented work culture by creating a supportive work environment, such as through regular evaluations, constructive feedback, and recognition of human resource performance.

Conclusions: Structured customer service management at Telkomsel’s GraPARI enhances HR performance, employee productivity, and service quality, serving as a strategic tool for organizational effectiveness.

Limitations: This study is limited to the context of Grapari Telkomsel and relies primarily on qualitative data from observations, interviews, and documentation. Results may not be fully generalizable to other companies or service industries.

Contributions: The study highlights the critical role of structured customer service management in enhancing HR performance, providing insights for managers and policymakers in the telecommunications sector on training, motivation, performance measurement, and work environment improvements.

Customer Service Management GraPARI Telkomsel Human Resources Performance
How to Cite
Fatkhurrahman, M. R., & Rahadian, M. I. (2025). The Analysis of Customer Service Management in Improving Human Resource Performance at Grapari Telkomsel. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 5(2), 48-56. https://doi.org/10.52909/jbemk.v5i1.215
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How to Cite

Fatkhurrahman, M. R., & Rahadian, M. I. (2025). The Analysis of Customer Service Management in Improving Human Resource Performance at Grapari Telkomsel. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 5(2), 48-56. https://doi.org/10.52909/jbemk.v5i1.215
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