Email this article Meningkatkan Loyalitas Pelanggan Melalui Pelayanan Prima
(1) Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
(2) Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia
Abstract
This article aims to analyze service factors that influence customer loyalty in Kampoeng Djawa and strategies implemented by management to improve customer satisfaction. The problem focuses on the relationship between excellent service and customer loyalty, including obstacles faced and efforts to improve them. In order to approach this problem, this study uses theoretical references from the concepts of customer satisfaction, customer loyalty, and excellent service strategies. Data were collected through interviews with customers and employees and direct observation of the service system in Kampoeng Djawa. Analysis was conducted qualitatively to understand the pattern and impact of service on customer loyalty. The results showed that staff friendliness, speed of service, and product availability were the main factors in building customer loyalty. The strategies implemented, such as employee training, efficient queuing systems, and customer complaint services, contributed to improving customer satisfaction. The main obstacles faced included a surge in customers during peak hours, limited product stock, and variation in employee skills, which were addressed through additional staff, better stock monitoring, and regular training. This study concludes that consistent and innovative excellent service can improve customer loyalty and strengthen Kampoeng Djawa's competitiveness in the retail industry
Keywords
Full Text:
PDFReferences
Amelia, S. L., & Widayanto, W. (2019). Pengaruh Relationship Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan (Studi Pada Pelanggan Pt. Nasmoco Pemuda Semarang Bagian Servis). Jurnal Ilmu Administrasi Bisnis, 9(1), 242–251. https://doi.org/10.14710/jiab.2020.26330
Bungin, B. (2019). Metodologi Penelitian Kualitatif.
Chusnah, & Syukhul, M. (2022). Pengaruh Pelayanan Prima, Kepuasan Pelanggan, Lokasi dan Loyalitas Pelanggan (Studi Kasus pada Karyawan PT. Binajasa Abadi Karya). Jurnal Ekonomi Dan Bisnis, 4(2), 166–181.
Falakh. (2016). Analisis Pengaruh Harga, Pelayanan, Fasilitas Dan Lokasi Terhadap Kepuasan Pelanggan Di Hotel Bintang Tawangmangu.
Firatmadi, A. (2017). Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan (Studi Kasus PT. Pelita Air Service). Journal of Business Studies, 2(2), 80–105.
Firman. (2018). Analisis Data dalam Penelitian Kualitatif. Journal of Chemical Information and Modeling, 53(9), 1–14.
Hasan, A. (2018). Marketing dan Kasus-Kasus Pilihan. Yogyakarta. CAPS (CenterForAcademicPublishingService). Perspektif, 16(1), 1–6.
Hendriyaldi. (2024). Pengaruh pelayanan prima dan kepuasan terhadap loyalitas pelanggan pada industri perhotelan berbintang di Kota Jambi. Jambi, Universitas, 19(1), 114–124.
Hidayati, W., Hidayatullah Elmas, M. S., & Nafis, R. W. (2023). Pengaruh Harga, Pelayanan Prima Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada PT. Kereta Api Indonesia (Persero) Daop IX. JUMAD : Journal Management, Accounting, & Digital Business, 1(3), 391–400. https://doi.org/10.51747/jumad.v1i3.1398
Kartikasari, D., & Syafitri, D. A. (2016). Efektivitas Pelayanan Prima ( Service Excellence ) Terhadap Kepuasan Pelanggan Yang Berdampak Pada Loyalitas Pelanggan Pada Toko Obat Dewi Farma. Jurnal Manajement, 1(1), 1–5. https://p2m.polibatam.ac.id/wp-content/uploads/2016/09/13-Dwi-Pengaruh-Pelayanan-Prima-thd-Kepuasan-Pelanggan-yang-Berdampak-pada-Loyalitas.pdf
Kotler, P. dan K. L. K. (2014). Manajemen Pemasaran. Edisi Ketigabelas.
Lina Nur Liasari, & Enik Rahayu. (2023). Marketing Strategy For Getuk Eco Products To Msmes In Magelang City. International Conference on Digital Advance Tourism, Management and Technology, 1(1), 335–341. https://doi.org/10.56910/ictmt.v1i1.76
Moleong, L. J. (2007). Metodologi Penelitian Kualitatif.
Muhammad Supriyanto. (2019). Service Excellence, Dampak Dan Pengaruhnya Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan. Epicheirisi: Jurnal Manajemen, Administrasi, Pemasaran Dan Kesekretariatan, 3(1), 16–22. https://doi.org/10.32486/epicheirisi.v3i1.462
Rahayu, A. J. P. A. E. (2024). PELANGGAN UMKM DI HOTEL GRAND MERCURE MALANG. 8(2), 1814–1823.
Rufliansah, F. F., & Daryanto Seno, A. H. (2020). Pengaruh Harga Dan Kualitas Produk Terhadap Kepuasan Konsumen (Studi Pada Konsumen Rainbow Creative Semarang). Jurnal Ilmu Administrasi Bisnis, 9(4), 389–401. https://doi.org/10.14710/jiab.2020.28226
Yonata, H., Setiawan, P., Santamoko, R., Ilham, D., & Asdiany, D. (2020). Pengaruh Kualitas Pelayanan dan Kepuasan Konsumen terhadap Loyalitas Pelanggan pada PT. Satria Antaran Prima. Jurnal Ilmu Komputer Dan Bisnis, 11(2), 2502–2514. https://doi.org/10.47927/jikb.v11i2.14
DOI: https://doi.org/10.34007/jehss.v8i1.2647
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Journal of Education, Humaniora and Social Sciences (JEHSS)
This work is licensed under a Creative Commons Attribution 4.0 International Public License