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Tika Rahmawati Syamsiah
Universitas 45 Surabaya
Humanities Economics, Econometrics & Finance Health Professions Public Health Social Sciences Other

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Analisis Efektivitas Telemarketing dalam Memperkuat Hubungan dengan Pelanggan Loyal untuk Meningkatkan Booking Service di Auto2000 Basuki Rahmat Tika Rahmawati Syamsiah; Sugiharto Sugiharto; Rina Dewi; Achmad Daengs G. S.
Jurnal Pengabdian Masyarakat Vol. 5 No. 2 (2026): Oktober: Jurnal Pengabdian Masyarakat
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/abdimas45.v5i2.8194

Abstract

This study aims to analyze the effectiveness of telemarketing in strengthening relationships with loyal customers and increasing service bookings at Auto2000 Basuki Rahmat Surabaya. Telemarketing plays a key role in maintaining customer communication through service reminders, follow-ups, and the dissemination of information regarding services and promotions. The study employs a descriptive approach, gathering data through observations of telemarketing activities, customer service, the service booking process, and inter-departmental coordination related to customer service. The analysis reveals that telemarketing contributes to maintaining customer relationships and encouraging customers to make service bookings. However, its implementation remains suboptimal; the average customer handling time is 17 minutes, whereas the established target is 7 minutes. This situation is attributed to a lack of integrated communication systems, staff reliance on other departments for information, limited access to customer data, and insufficient knowledge regarding products and services. Consequently, improvements are needed, including the development of an integrated digital system, enhanced telemarketing staff competence, optimized communication channels, and better customer database management. These measures are expected to boost telemarketing effectiveness, service quality, customer loyalty, and service booking rates at Auto2000 Basuki Rahmat Surabaya.
Co-Authors Achmad Daengs G. S. Rina Dewi Sugiharto Sugiharto