The Effect of Delivering and Performing Service towards the Implementing Strategy for Improving Customer Satisfaction in Indonesia

Abstract

With the increasing number of businesses in this era, competition in the market is becoming tighter for business actors to compete. In this research, we focus on 7 important keywords, namely Personalization, Responsiveness, Product Image, Service Quality, Customer Satisfaction, Customer Loyalty, and Customer Complaint to increase sales for businesses in improving their sales.

The method used in this research is mixed methods research by combining qualitative and quantitative research approaches. Data collection techniques in this study used observation, interviews, and documentation techniques. The data analysis technique used in this research is data collection, data reduction, data presentation, and conclusion drawing. The population and sample in this study were employees in the Customer Service, Admin, and Internal Driver divisions of PT Quantum Tosan Internasional located in Bogor.

The conclusion of this research is that this research examines the relationship between Customer Satisfaction, Service Quality, and Customer Loyalty, highlighting the role of Service Quality dimensions such as Personalization, Responsiveness, and Product Image in determining Customer Satisfaction and Customer Loyalty. The research conducted through structured questionnaires and PLS-SEM validates the strong correlation between Service Quality and Customer Satisfaction, thus offering insights for businesses to improve Customer Loyalty and Customer Satisfaction.