Aktivitas customer service dalam rangka meningkatkan kepuasan pelanggan PT Putrabunda Alam Asri = Customer service activities in the order of improving the level of customer satisfaction PT. Putrabunda Alam Asri

Hartanu, James (2021) Aktivitas customer service dalam rangka meningkatkan kepuasan pelanggan PT Putrabunda Alam Asri = Customer service activities in the order of improving the level of customer satisfaction PT. Putrabunda Alam Asri. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Persaingan bisnis pada sektor jasa sangat bersaing di era globalisasi. Salah satu cara bagi perusahaan sektor jasa dalam menyaingi kompetitornya untuk mempertahankan pelanggan adalah dengan lebih unggul dalam pelayanan yang berfokus kepada kepuasan pelanggan (customer satisfaction). Salah satu layanan perusahaan yang dapat meningkatkan kepuasan pelanggan yaitu layanan customer service. PT Putrabunda Alam Asri menggunakan customer servicesebagai salah satu MC toolsdalam kegiatan marketingnya. PT PBA merupakan perusahaan sewa alatberat yang menyediakan beberapa jenis alat berat berkualitas yang diperuntukan untuk berbagai macam pekerjaan konstruksi. Pemagang mendapatkan kesempatan untuk ditempatkan di divisi marketing yang diberi tanggung jawab untuk meneliti tingkat kepuasan pelanggan yang merupakan salah satu bagian dari kegiatan customer service.Nantinya pemagang akan menyimpulkan beberapa temuan lewat pembahasan yang dilakukan seperti hambatan yang dihadapi perusahaan dalam proses meningkatkan kepuasan pelanggan, tantangan yang dihadapi, bagaimana tingkat kepuasan pelanggan saat ini, dan strategi apa yang dilakukan PT PBAdalam mempertahankan dan meningkatkan kepuasan pelanggan/ Business competition in the service sector is very competitive in the era of globalization. One way for service sector companies to compete with their competitors to retain customers is to excel in services that focus on customer satisfaction. One of the company's services that can increase customer satisfaction is customer service. PT Putrabunda Alam Asri uses customer service as one of the MC tools in its marketing activities.PT PBA is a heavy equipment rental company that provides several types of quality heavy equipment intended for various kinds of construction work. Interns get the opportunity to be placed in the marketing division which is responsible for researching the level of customer satisfaction which is one part of customer service activities. Later the intern will conclude some findings through discussions carried out such as the obstacles faced by the company in the process of increasing customer satisfaction, the challenges faced, what is the current level of customer satisfaction, and what strategies PT PBA is doing in maintaining and increasing customer satisfaction.

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