Analisis Kepuasan, Loyalitas dan Penjualan pada Perusahaan yang Melayani Transaksi Business to Business (Studi Kasus: PT. KK Label Indonesia)
DOI:
https://doi.org/10.59141/jist.v3i06.432Keywords:
customer satisfaction, loyalty, salesAbstract
The purpose of this study was to analyze satisfaction, customer loyalty and sales in 2021 at PT. KK Label Indonesia. This research was made through the implementation of research at PT. KK Label Indonesia, which was held for 4 months. Customer satisfaction and loyalty in 2021 at PT. KK Label is good enough. However, sales at PT. KK Label Indonesia during 2021 is still volatile. This happened because of several factors that influenced it, especially the impact of the Covid-19 pandemic, and other factors related to the company's operations and marketing. In this study, the source of the data obtained came from secondary data of PT. KK Label Indonesia, obtained through customer satisfaction data which is collected annually by PT. KK Label Indonesia from its customers, company documentation such as archived documents belonging to the company, and interviews with resource persons, namely several employees of PT. KK Label Indonesia in the marketing scope. Meanwhile, in this study it was found that in order to increase customer satisfaction, the company must make improvements to its products and services which many customers complained about. Then, to increase customer loyalty, companies must be responsive to the quality of products and services. As well as to increase sales, companies must increase customer satisfaction and loyalty, as well as perform calculations and analysis of marketing strategies, so that the company's sales targets can be achieved. The results of this study can be used as input for PT. KK Label Indonesia in improving and enhancing marketing strategies.
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