Strategi Peningkatan Pelayanan Prima Untuk Kepuasan Pelanggan Dalam Etika Bisnis Islam
Abstract
Strategi Peningkatan Pelayanan Prima Untuk Kepuasan Pelanggan Dalam Etika Bisnis Islam. Kajiannya dilatar belakangi oleh ketatnya persaingan antar usaha dan konsumen yang semakin kritis mengharuskan pelaku usaha meningkatkan pelayanan prima untuk tetap menjaga kepuasan pelanggannya dengan menggunakan etika bisnis yang sesuai dengan pedoman islam. Diharapkan perusahaan mampu memberikan pelayanan yang terbaik dalam memenuhi kepuasan pelanggan.
Penelitian ini bertujuan untuk mengetahui strategi peningkatan pelayanan prima dalam menjaga kepuasan pelanggan dan untuk mengetahui metode indikator apa saja yang digunakan untuk mengukur kepuasan pelanggan serta bagaimana strategi peningkatan pelayanannya untuk menjaga kepuasan pelanggan menurut etika bisnis islam di Yogya Junction Cirebon.
Penelitian ini merupakan jenis penelitian Kualitatif dengan menggunakan jenis sumber data primer dan data sekunder, dan teknik pengumpulan data menggunakan wawancara, observasi dan dokumentasi. Serta teknis analisis data yang digunakan yaitu reduksi, penyajian, penarikan kesimpulan dan pengumpulan data. Teknik keabsahan dalam penelitian ini yaitu menggunakan
triangulasi data.
Berdasarkan hasil penelitian bahwa strategi pelayanan yang dilakukan oleh Yogya Junction Cirebon dengan meningkatkan pelayanan prima dalam menjaga kepuasan pelanggannya tidak terlepas dari dua strategi yang pertama ada 5 Strategi mengenai pelayanan prima yaitu bukti nyata, Keandalan (reliability), Kesigapan (responsiveness), Empati (Empathy), Jaminan (Assurance) ada pun yang kedua menurut perspektif bisnis islam meliputi kesatuan, kehendak bebas, tanggung jawab, terakhir keseimbangan dan keadilan.
Strategi peningkatan pelayanan untuk menjaga kepuasan pelanggan diharapkan mampu memberikan nilai tambah bagi perusahaan. Dengan adanya strategi pelayanan yang prima, diharapkan pelaku usaha akan memberikan pelayanan terbaik kepada pelanggan yang sesuai dengan etika bisnis islam agar dapat terus menjaga kepuasan pelanggan sehingga bisa tercapainya visi dan misi perusahaan dan dapat bersaing dengan kompetitor lain. Penelitian ini diharapkan akan menjadi bahan informasi dan masukan bagi karyawan khusus nya di Yogya Junction Cirebon, terutama dalam memberikan pelayanan yang baik kepada pelanggan.
Kata Kunci : Strategi, kepuasan, etika.
Strategy to Improve Excellent Service for Customer Satisfaction in Islamic Business Ethics. This study is motivated by the intense competition between businesses and consumers who are increasingly critical of requiring business actors to improve excellent service to maintain customer satisfaction by using business ethics in accordance with Islamic guidelines. The company is expected to be able to provide the best service in meeting customer satisfaction.
This study aims to determine the strategy of improving service excellence in maintaining customer satisfaction and to find out what indicator methods are used to measure customer satisfaction and how to improve service strategies to maintain customer satisfaction according to Islamic business ethics at Yogya Junction Cirebon.
This research is a type of qualitative research using primary and secondary data sources, and data collection techniques using interviews, observation and documentation. As well as the technical analysis of the data used, namely reduction, presentation, conclusion drawing and data collection. The validity technique in this research is using
data triangulation.
Based on the results of the research that the service strategy carried out by Yogya Junction Cirebon by improving excellent service in maintaining customer satisfaction is inseparable from the first two strategies, there are 5 strategies regarding excellent service, namely tangible evidence, reliability, responsiveness, empathy ), Assurance (Assurance) there is also the second according to the perspective of Islamic business includes unity, free will, responsibility, lastly balance and justice.
Service improvement strategies to maintain customer satisfaction are expected to provide added value for the company. With an excellent service strategy, it is hoped that business actors will provide the best service to customers in accordance with Islamic business ethics so that they can continue to maintain customer satisfaction so that the company's vision and mission can be achieved and can compete with other competitors. This research is expected to be a material for information and input for special employees at Yogya Junction Cirebon, especially in providing good service to customers.
Keywords: Strategy, satisfaction, ethics.
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