Mengukur Kepuasan Pelanggan

Nadia Angraini(1*),

(1) Sekolah Tinggi Ilmu Administrasi Adabiah Padang
(*) Corresponding Author




DOI: https://doi.org/10.26858/jab.v2i1.43447

Abstract


Kepuasan Pelanggan merupakan hal yang penting dalam ruang lingkup bisnis. Perusahaan yang mampu menyiapkan strategi dalam mewujudkan ekspektasi pelanggannya akan berdampak pada rasa puas pelanggan saat mereka menikmati produk atau menikmati jasa yang telah mereka beli. Pelanggan yang puas cendrung melakukan pembelian ulang, dan hal tersebut berdampak positive untuk menaikkan pendapatan perusahaan bisnis. Kepuasan pelanggan itu sendiri relative, tergantung produk atau jasa yang ditawarkan. Perkembangan zaman yang semakin berkembang pesat dalam ruang lingkup bisnis membutuhkan evaluasi terus-menerus untuk perusahaan dalam memperbaiki kinerja dengan tujuan terbentuknya kepuasan pelanggan. Evaluasi kinerja yang dilakukan perusahaan membutuhkan banyak referensi serta penelitian yang mendukung agar mereka bisa mempersiapkan strategi dalam menguasai target pasar. Penelitian ini merupakan literature review yang berisi kumpulkan referensi mengenai kepuasan pelanggan yang telah dilakukan oleh peneliti terdahulu dari artikel internasional. Peneliti menggunakan 35 artikel internasional yang besumber dari Publisher Elsevier dan Publisher Emerald. Tujuan dilakukannya penelitian ini yaitu untuk mengumpulkan informasi mengenai pengukuran penelitian yang digunakan peneliti dalam mengukur kepuasan pelanggan. Harapan peneliti, dilakukannya penelitian ini agar bisa menjadi salah satu kontribusi referensi untuk perusahaan dan juga para peneliti lain dalam melakukan penelitian dengan topik kajian yang sama. 


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