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Membangun Kepuasan Pelanggan Melalui Mutu, Pelayanan Dan Nilai

Author

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  • Ihsan, Ahmad

Abstract

Kepuasan pelanggan sangat penting bagi para pengusaha, hal ini dikarenakan bisnis pasti akan berjalan lebih lancar apabila pemilik badan usaha memperhatikan kepuasan konsumen saat menerima produk atau jasa yang diberikan. Dengan konsumen merasa puas dengan produk atau jasa yang diberikan, ada kemungkinan akan menjadi pelanggan tetap yang setia terhadap satu perusahaan dan pemilik perusahaan akan merencanakan bisnis yang akan menjadikan pelanggannya lebih puas dari sebelumnya. Kepuasan pelanggan berkaitan erat dengan keinginan pelanggan untuk mencapai nilai pelanggan yang maksimum. Nilai pelanggan merupakan persepsi pelanggan terhadap kualitas atau manfaat produk dan pengorbanan yang dilakukan lewat harga yang dibayarkan. Kepuasan pelanggan merupakan sebuah konsep yang penting dalam usaha bisnis. Sebab kepuasan pelanggan berkontribusi langsung pada terciptanya loyalitas pelanggan, peningkatan reputasi perusahaan, pengurangan elastisitas harga, dan berkontribusi terhadap pengurangan biaya transaksi masa depan.

Suggested Citation

  • Ihsan, Ahmad, 2022. "Membangun Kepuasan Pelanggan Melalui Mutu, Pelayanan Dan Nilai," OSF Preprints 8tqej, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:8tqej
    DOI: 10.31219/osf.io/8tqej
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