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All Journal Journal of Business Administration and Entrepreneurship Innovation
Nadya Shafwa Mayla
Universitas Indraprasta PGRI

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IMPLEMENTATION OF EXCELLENT SERVICE STRATEGIES BY SALES ASSISTANTS TO OPTIMIZE FASHION PRODUCT SALES Karina Putri; Nadya Shafwa Mayla; Narulita Syarweny
Journal of Business Administration and Entrepreneurship Innovation Vol. 3 No. 1 (2026): Journal of Business Administration and Entrepreneurship Innovation
Publisher : Jurusan Administrasi Niaga Politeknik Negeri Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32722/baei.v3i1.8555

Abstract

This article provides a comprehensive analysis of how excellent service strategies are operationalized by sales assistants at PT Matahari Department Store Tbk, Solo Grand Mall branch, to drive revenue and customer loyalty. In a retail landscape increasingly dominated by digital platforms, the human element in physical stores serves as a vital competitive advantage. This research utilizes a qualitative descriptive methodology, drawing on the 6A framework to evaluate service delivery. Through in-depth field observations and analysis of performance metrics, the study identifies that while all six variables are essential, the synergy between 'Attitude' and 'Action' most significantly influences impulse buying and repeat visits. The results underscore that sales assistants are strategic agents who bridge the gap between product availability and consumer desire, particularly in the socio-culturally nuanced market of Surakarta. The study concludes with practical recommendations for retail managers to enhance staff training and service consistency in high-traffic mall environments.
Co-Authors Karina Putri Narulita Syarweny