Aktivitas customer service pada PT karunia adi sentosa dalam rangka mengetahui tingkat kepuasan pelanggan = Customer service activities of pt karunia adi sentosa in order to know the level of customer satisfaction

Faustine, Gracia Elizabeth (2020) Aktivitas customer service pada PT karunia adi sentosa dalam rangka mengetahui tingkat kepuasan pelanggan = Customer service activities of pt karunia adi sentosa in order to know the level of customer satisfaction. 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 Karunia Adi Sentosa menggunakan customer service sebagai salah satu MC tools dalam kegiatan marketingnya. PT KAS merupakan perusahaan outsourcing yang menawarkan tenaga kerja terlatih dibidang facility service. 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. Dalam meneliti tingkat kepuasan pelanggan, pemagang membuat kuisioner untuk mengetahui tingkat kepuasan pelanggan beserta feedback, yang nantinya hasil dari kuisioner tersebut dapat menjadi bahan pembelajaran bagi PT KAS untuk mengoreksi, meningkatkan layanan dan memuaskan pelanggannya. / 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 be superior in services that focus on customer satisfaction. One of the company's services that can increase customer satisfaction is customer service. PT Karunia Adi Sentosa uses customer service as one of the MC tools in its marketing activities. PT KAS is an outsourcing company that offers trained workers in facility services. Interns get the opportunity to be placed in the marketing division that is given the responsibility to examine the level of customer satisfaction which is one part of customer service activities. In examining the level of customer satisfaction, apprentices make a questionnaire to find out the level of customer satisfaction along with feedback, which later the results of the questionnaire can be a learning material for PT KAS to correct, improve service and satisfy its customers.

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