BAGAIMANA KUALITAS PELAYANAN DALAM PENGIRIMAN BARANG DAPAT MENINGKATKAN LOYALITAS PELANGGAN DI CV TIRTA FERTINDO PRATAMA SEMARANG
Keywords:
Service Quality, Delivery, Customer LoyaltyAbstract
To ascertain if the degree of customer loyalty at CV Tirta Fertindo Pratama Semarang is impacted by the quality of the delivery service, a descriptive qualitative research approach is employed. This study uses data reduction, data delivery, and drawing conclusions to conduct data analysis. According to the study's findings, CV Tirta Fertindo Pratama's delivery service in Semarang only satisfies three of the five criteria for service quality: confidence, responsiveness, and empathy. Service quality is compromised by late delivery, delivery operations, and lack of tracking systems. To overcome these problems, you can use delivery technology, monitor damaged or lost goods, and improve communication with customers
References
Bungin, B. (2018). Metode Penelitian Kualitatif. PT Raja Grafindo Persada.
Fandy Tjiptono, P. ., & Chandra, G. (2016). Service Quality & Satisfaction (4 th). CV.ANDI OFFSET.
Fatihudin, D., & Firmansyah, M. A. (n.d.). Pemasaran Jasa (Strategi, Mengukur Kepuasan dan Loyalitas Pelanggan). Deepublish Publisher.
Griffin. (2019). A First Look at Communication Theory. McGraw Hill.Bungin.
Halim, F. et. al. (2021). Manajemen Pemasaran Jasa. Yayasan Kita Menulis.
Kartajaya, H. (2019). Perjalanan Pemikiran Konsep Pemasaran Hermawan Kartajaya. PT. Gelora Aksara Prtama.
Kotler Phillip, K. L. K. (2016). Manajemen Pemasaran (12th ed.). PT. Indeks.
Lexy., M. J. (2017). Metodologi Penelitian Kualitatif. PT. Remaja Rosda karya.
Parasuraman. (2019). The Behaviorial Consequenses of Service Quality. Prentince Hal.
Rizky Hadi Purnomo, A. S. (2024). Studi Kepuasan Tamu Hotel: Pengaruh Harga, Fasilitas Dan Kualitas Pelayanan Sebagai Prediktor Di Hotel Tentrem Semarang. Media Bina Ilmiah, 18(1978), 3003–3012.
Setyo Legowo Wiryono, Andhi Supriyadi, J. A. P. (2024). MEMPERTAHANKAN RETENSI PELANGGAN YANG DIPENGARUHI OLEH KEPUASAN PELANGGAN KUALITAS PELAYANAN DAN KEPERCAYAAN PELANGGAN PADA PT PIRANTI BERKAH TRAVELINDO. Edunomika, 08(1), 1–14. https://doi.org/10.25130/sc.24.1.6
Taufik Hidayat, Andhi Supriyadi, Bambang Guritno, S. S. (2024). Studi Loyalitas Karyawan dengan Kepemimpinan dan Kepuasan Kerja sebagai Prediktor di Sebuah Rumah Sakit Swasta di Kabupaten Semarang. Media Bina Ilmiah, 19(1).
Tjiptono, F. (2016). Service, Quality & Satisfaction. ANDI.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). What Are Services? (7th ed.). Mc Graw Hi Education.
Zhou, Q. et al. (. (2021). A study on factors affecting service quality and loyalty intention in mobile banking‟,. Journal of Retailing and Consumer Services, 60, 102424.
