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Makalah Manajemen Pemasaran Perbankan Syariah “Membangun Kepuasan Pelanggan Melalui Mutu,Pelayanan,Dan Nilai”

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  • putri, Aulia ananda

Abstract

Dewasa ini perhatian terhadap kepuasan maupun ketidakpuasan pelanggan telah semakin besar karena pada dasarnya tujuan dari perusahaan atau Lembaga pendidikan adalah untuk menciptakan rasa puas pada pelanggan. Semakin tinggi tingkat kepuasan pelanggan, maka akan mendatangkan keuntungan yang semakin besar bagi perusahaan, karena pelanggan akan melakukan pembelian ulang terhadap produk perusahaan. Namun, apabila tingkat kepuasan yang dirasakan pelanggan kecil, maka terdapat kemungkinan bahwa pelanggan tersebut akan pindah ke produk pesaing. Dari berbagai pendapat yang dilontarkan para ahli bisa disimpulkan definisi kepuasan pelanggan adalah respon dari perilaku yang ditunjukkan oleh pelanggan dengan membandingkan antara kinerja atau hasil yang dirasakan dengan harapan. Apabila hasil yang dirasakan dibawah harapan, maka pelanggan akan kecewa, kurang puas bahkan tidak puas, namun sebaliknya bila sesuai dengan harapan, pelanggan akan puas dan bila kinerja melebihi harapan, pelanggan akan sangat puas.

Suggested Citation

  • putri, Aulia ananda, 2022. "Makalah Manajemen Pemasaran Perbankan Syariah “Membangun Kepuasan Pelanggan Melalui Mutu,Pelayanan,Dan Nilai”," OSF Preprints k8hae, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:k8hae
    DOI: 10.31219/osf.io/k8hae
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