Open AccessMEMBANGUN CUSTOMER TRUST MELALUI KUALITAS PELAYANAN PRIMA PADA DIVISI MARKETING SALES TUPPERWARE (SHOWROOM CABANG PONDOK INDAH MALL-JAKARTA SELATAN)
Author(s) -
Harjoyo Harjoyo,
Desilia Purnama Dewi,
Dian Yunitasari
Publication year - 2020
Publication title -
jurnal sekretari universitas pamulang
Language(s) - English
Resource type - Journals
eISSN - 2614-5456
pISSN - 2354-6557
DOI - 10.32493/skr.v7i2.7037
Subject(s) - business , business administration , service quality , loyalty business model , advertising , marketing , service (business)
ABSTRAK-Penelitian ini membahas mengenai, “Membangun Customer Trust Melalui Kualitas Pelayanan Prima pada Divisi Marketing Sales Tupperware Showroom Cabang Pondok Indah Mall, Jakarta Selatan”. Teknik riset yang digunakan adalah teknik obeservasi dan study pustaka. Adapun tujuannya untuk mendapatkan gambaran akhir hubungan kualitas pelayanan terhadap upaya membangun trust/kepercayaan customer/pelanggan. Untuk dapat memperoleh loyalitas dan kepercayaan pelanggan dengan baik, perusahaan mempunyai mutu servis yang andal dan dikenal dengan istilah pelayanan prima. Servis yang diberikan oleh perusahaan tidak hanya sebatas attitude pekerja dalam melayani pelanggan,tetapi secara komprehensif berlaku terhadap semua layanan pelanggan. Jenjang kepuasan pelanggan pun wajib dilakukan oleh perusahaan, sebab bila pelanggan merasa terpenuhi apa yang menjadi harapannya maka kesetiaan akan muncul dengan sendirinya. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas servis yang andal dan unggul terhadap kepercayaan pelanggan. Kata Kunci : Customer Service, Kualitas, Pelayanan Prima ABSTRACT- This study discusses "Building Customer Trust Through Excellent Service Quality in the Tupperware Showroom Marketing Sales Division at Pondok Indah Mall Branch, South Jakarta". The research method used is to use the way of observation and literature study. The purpose, to find out how far the influence of service quality on efforts to build trust / customer trust / customers. To be able to obtain customer loyalty and trust well, the company has a good quality of service and today the service activities are known as excellent service. The services provided by the company are not enough just the attitude and behavior of the employees in dealing with customers, but also includes excellent service to achieve customer loyalty The level of customer satisfaction must also be considered by the company, because if the customer feels satisfied the loyalty will naturally arise from customers.The purpose of this study was to determine the effect of excellent service quality on customer trust. Keywords: Customer Service, Quality, Excellent Service