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All Journal Proceeding International Conference on Islamic Economics Community Services Jurnal Ekonomi dan Bisnis
Fadilah, Tiara Fitriani
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Pengelolaan Logistik Dan Pengiriman Dalam Pasar Online Dan E-Commerce Fadilah, Tiara Fitriani; Nasution, Muhammad Irwan Padli
Surplus: Jurnal Ekonomi dan Bisnis Vol. 2 No. 1 (2023): Desember 2023
Publisher : Yayasan Pendidikan Tanggui Baimbaian

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.71456/sur.v2i1.644

Abstract

Pasar online dan e-commerce merupakan sektor yang terus berkembang pesat dalam ekonomi digital. Dalam konteks ini, manajemen logistik dan pengiriman memegang peranan krusial untuk memastikan kepuasan pelanggan, loyalitas, dan profitabilitas perusahaan. Penelitian ini bertujuan untuk menginvestigasi dampak kualitas layanan logistik dan pengiriman terhadap kepuasan pelanggan di pasar online dan e-commerce di Indonesia. Dengan melibatkan 300 konsumen yang bertransaksi melalui platform e-commerce, penelitian ini menggunakan model SERVQUAL dan Kano untuk mengukur kualitas layanan logistik dan kepuasan pelanggan. Hasilnya menunjukkan bahwa semua aspek kualitas layanan logistik dan pengiriman, termasuk keandalan, daya tanggap, jaminan, empati, dan bukti fisik, berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Implikasi praktis penelitian ini adalah pentingnya peningkatan standar layanan logistik dan pengiriman, melalui perbaikan sistem informasi, efisiensi operasional, serta memahami kebutuhan pelanggan untuk meningkatkan kepuasan, loyalitas, dan profitabilitas perusahaan di pasar online dan e-commerce.
Improving Customer Satisfaction Through Service Quality Lubis, Putri Nurul Zulia; Fadilah, Tiara Fitriani; Afriani, Afriani; Imsar, Imsar
Proceeding International Conference on Islamic Economics Community Services (ICIECS) Vol 1 (2023): Proceeding International Conference on Islamic Economics Community Services
Publisher : Universitas Islam Negeri Sumatera Utara

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Abstract

This study aims to investigate the influence of service quality on customer satisfaction at UMKM PODOMORO Chicken in Medan City. The research method employed was in-depth interviews with regular customers of the restaurant. The results indicate that service quality encompassing factors such as service speed, staff friendliness, food quality, and cleanliness of the environment significantly impacts customer satisfaction. These findings align with consumer behavior theories that highlight the role of customer experience in shaping brand preferences and loyalty. Practically, the study suggests that UMKM PODOMORO Chicken management should focus on enhancing their service quality to improve customer satisfaction and foster strong customer loyalty. Future research could examine additional factors influencing customer satisfaction in the restaurant industry, and stakeholders in the industry are encouraged to adopt best practices to elevate service quality.
Co-Authors Afriani Afriani Imsar, Imsar Lubis, Putri Nurul Zulia Nasution, Muhammad Irwan Padli