Identification of Customer Values in Telecommunication Service Industry A Case of Postpaid Cellular Customers in Indonesia

 The 3rd International Conference of Information and Communication Technology, ICOICT 27-29 Mei 2015, Bali

Identification of Customer Values in Telecommunication Service Industry
A Case of Postpaid Cellular Customers in Indonesia

Husni Amani, Dini Turipanam Alamanda, and Grisna Anggadwita


The vast development of mobile technologies has led to a competitive environment between the existing providers of telecommunication services in delivering their best offers to create customer values. Among their customers, postpaid subscribers have a distinguished position due to their exclusive characteristics which require special treatments from respective providers. This study aims to identify customer values created by telecommunications services provider, particularly for postpaid subscribers. A descriptive and causal analysis with further examination using Structural Equation Modeling is taken as the research methodology. There are 650 postpaid subscribers of 3 major telecommunications service providers in Indonesia, i.e. Telkomsel, Indosat and XL Axiata, asked to be the respondents. The results indicate that to create customer values particularly for postpaid mobile customers, companies should prioritize the development and performance improvement of customers’ relationship management, a deeper integration of customer characteristics, and an improved marketing mix. Looking at these results, this study offers a strategic step for telecommunication service providers in improving customer values as a means to increase customer loyalty to their services.

Keywords— customer relationship management; customer values; telecommunication service providers; marketing mix

The Analysis of the Correlation between Academic Success and The Entrepreneurial Success in Telkom University

The Analysis of the Correlation between Academic Success and The Entrepreneurial Success in Telkom University, International Journal of Basic and Applied Science

Shielda Fahreisa Ranie, Grisna Anggadwita

Abstract –

The objective of the study is to test whether there is a positive and significance correlation between academic success and entrepreneurial success or not. Population of the study is two hundred and the sampling used in this study is non-probability purposive sampling which resulted to 127 samples. This research is a quantitative with causal study. Likert scale used to measure each items in the questionnaire. Multiple regression and descriptive-quantitative method will be used later to explain the result of the questionnaire.

Keywords – Entrepreneurship; Academic Success; Entrepreneurial Success; Studentpreneur; Success Factor.

Development Strategy for Improving Local Economy Potential: A Case Study of Binong Jati Knitting Industrial Center, Bandung – Indonesia

Development Strategy for Improving Local Economy Potential: A Case Study of Binong Jati Knitting Industrial Center, Bandung – Indonesia, International Journal of Basic and Applied Science

Yuhana Astuti , Grisna Anggadwita , Fadly Anggriawan Putra

Abstract – Industrial Center is one of the sectors that contribute in improving local economy potential of a region. Binong Jati Knitting Industrial Center is one of the local economy potential of communities in Bandung city, Indonesia. The development strategies in industrial centers are needed to improve the local industries competitiveness both nationally and internationally, particularly in facing the ASEAN Economic Community (AEC), which would into force in January of 2016. This research aims to develop a competitiveness strategy for Binong Jati Knitting Industrial Center in Bandung, Indonesia. Data were analyzed using Competitive Profile Matrix (CPM) to identify the main competitors and to understand the competition among other industries. A SWOT matrix was analyzed based on the analysis of Internal Factor Evaluation (IFE) and external factor evaluation (EFE). Furthermore, A Quantitative Strategic Planning Matrix (QSPM) was used in mapping the alternative strategies priority for the competitiveness of the Binong Jati Knitting Industrial Center. The results show that businesses in Binong Jati Knitting Industrial Center need to implement an aggressive strategy. The strategy development that needs to be implemented for the SMEs as a top priority is market penetration, by expanding the market share for existing products through the better marketing efforts.

Key Words – AEC; Competitiveness Strategy; Local Economiy; QSPM; SWOT.

Tri Djatmiko

TRI DJatmiko

Personal Information

Tri Djatmiko

email :

No. HP: 0811204971


  1. Electrical Engineering, Telecommunication, Bandung Institute of Technology (ITB), Bandung, Indonesia, 1976-1981
  2. Magister Management, Sekolah Tinggi Manajemen Bandung (STMB), Bandung, Indonesia, 1997-1999 (Cum-laude)

Special Qualification on Home Country

  • Marketing in Turbulent Times. Executive Roundtable with Philip Kotler, Jakarta, Indonesia, 2009
  • SUSPIM 135-A, Telkom, Bandung, Indonesia, 2005/2006
  • SUSPIM 1, Telkom, Bandung, Indonesia, 1999
  • Cable Network Planning, LETMI-ITB, Bandung, Indonesia, 1982
  • Speaker of :
    1. Ceramah Studium Generale STMB TELKOM Bandung, “Telecommunication Industry : Profitability Growth Challenge In Developing and Developed-Markets, Indonesian Telecom Sector, golden years continue”, Bandung, 2006;
    2. Ceramah Studium Generale STT TELKOM Bandung, “Telekomunikasi yang Semakin Konvergen dan Menuju Komoditas”, Bandung, 2002;
    3. Seminar CRM Warta Ekonomi,”Customer Relationship Management in TELKOM Perspective”, Jakarta, 2001;
    4. Orasi ilmiah wisuda STT TELKOM Bandung, “Era Konvergensi Bisnis Information & Communication di Indonesia”, Bandung, 2001;
    5. Sosialisasi UU Telekomunikasi dan Otonomi Daerah, ”Telecommunication Business Tranformation (in the global trend and the era of globalization)”, Surabaya, 2000;
    6. Berbagai presentasi, paparan, ceramah, talk show dalam berbagai kegiatan Kursus Staff & Pimpinan / SUSPIM (I, II, III dan IV), sosialisasi di Divisi-divisi, kursus-kursus di STMB dan DIVLAT;
    7. Berbagai event di perusahaan-perusahaan diluar PT TELKOM seperti ASTRA Group, GRATIKA, Berca, Infomedia, AgiT, MINCOM dan lain-lain

Business Experience

  1. PERUMTEL, Kepala Seksi dan Kepala Urusan di PRANJAR/BINPROJAR (Perencanaan Jaringan Kabel), Jakarta, Indonesia, 1981-1989
  2. PERUMTEL, Kepala Urusan Perencanaan Pembangunan WITEL V Jawa Barat, Bandung, Indonesia, 1989-1990
  3. PERUMTEL, Manager Jaringan Kabel dan Transmisi Proyek Telekomunikasi/PROTEL III (bantuan BANK Dunia), Jakarta, Indonesia, 1990-1994
  4. TELKOM, Kepala Proyek SISKA (Sistim Informasi Kastemer), Bandung, Indonesia, 1994-1999
  5. PT GRATIKA/Graha Informatika Nusantara (anak perusahaan Dana Pensiun TELKOM/DPT), Anggota Dewan Komisaris, Jakarta, Indonesia, 1998-2004
  6. TELKOM, Kepala Bidang/Senior Manager Pengembangan Divisi Regional II JABODETABEK SEKAPUR, Jakarta, Indonesia, 1999-2000
  7. TELKOM, Vice President Perencanaan Perusahaan dan Teknologi, Direktorat Perencanaan & Teknologi Kantor Korporate, Bandung, Indonesia, 2000-2001
  8. TELKOM, Vice President Pelayanan, Direktorat Operasi & Pemasaran Kantor Corporate, Bandung, Indonesia, 2001-2002
  9. TELKOM, Kepala Divisi Pembangunan, Bandung, Indonesia, 2002-2003
  10. TELKOM, Kepala Pusat TELKOM Construction Center, Bandung, Indonesia, 2003-2004
  11. TELKOM, Kepala Divisi Regional IV JATENG & DIY, Semarang, Indonesia, 2004-2005
  12. Institut Manajemen Telkom (IMT), Anggota Dewan Senat, Bandung, Indonesia, 2004 – 2013
  13. TELKOM, Vice President Sales, Direktorat Konsumer Kantor Corporate, Bandung, Indonesia, 2005-2010
  14. PT Pramindo Ikat Nusantara (anak perusahaan TELKOM), Presiden Komisaris, Jakarta, Indonesia, 2007 – 2011
  15. TELKOM, Executive General Manager Divisi Consumer Service II Timur (meliputi JATENG/DIY, JATIM, Kalimantan & Kawasan Timur Indonesia), Surabaya, Indonesia, 2010-2011
  16. TELKOM, Executive General Manager Divisi Consumer Service I Barat (meliputi Sumatra, Jawa Barat & DKI Jakarta), Jakarta, Indonesia, 2011 – 2013
  17. PT Infomedia Nusantara (anak perusahaan TELKOM), Anggota Dewan Komisaris, Jakarta, Indonesia, 2011 – 2014
  18. Retired (pensiun) from TELKOM, 1 August 2013.
  19. Dosen/lecturer of TELKOM UNIVERSITY, 2013 – now
  20. Governing Board of Cahaya Bintang Mentari Foundation (in Education, 2013 – now