PENGARUH PELAYANAN JASA KEAGENAN TERHADAP KEPUASAN PELANGGAN DI PT. MITRA BAHARI SEJATI CABANG SURABAYA

FEBRIANTI, PRATIWI (2022) PENGARUH PELAYANAN JASA KEAGENAN TERHADAP KEPUASAN PELANGGAN DI PT. MITRA BAHARI SEJATI CABANG SURABAYA. KARYA TULIS.

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Abstract

The role of service is very important in the current era of globalization, especially in companies engaged in services that will be needed by consumers. In meeting customer needs, the company is expected to excel in every development that occurs, so that it has competitiveness that is able to realize the company's competitive advantage. Competitive advantage is the company's ability to have a much higher performance compared to competitors in similar industries through the characteristics and resources that are managed optimally. A company is said to have an advantage if it has characteristics, such as special competencies and has quality and service quality. This study aims to determine whether agency services affect customer satisfaction at PT. Mitra Bahari Sejati Surabaya Branch This research was conducted between July and January. This study uses a descriptive approach to the type of qualitative research. Research data obtained through the instrument in the form of interviews. The results of this study indicate that the service standard at PT. Mitra Bahari Sejati Surabaya Branch has been implemented very well, and the quality of service provided to customers can be said to be good, many customers like that the services provided to employees are very satisfying. Keywords: Service, Customers, Satisfaction.

Item Type:	Article
Additional Information:	195710065
Subjects:	Ketatalaksanaan Pelayaran Niaga
Divisions:	Program Studi > D3-Ketatalaksanaan Pelayaran Niaga
Depositing User:	AMNI Perpustakaan Semarang
Date Deposited:	21 Jul 2022 03:53
Last Modified:	21 Jul 2022 03:53
URI:	http://repository.unimar-amni.ac.id/id/eprint/4302

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