IDEAS home Printed from https://ideas.repec.org/p/osf/osfxxx/cxhz6.html
   My bibliography  Save this paper

Makalah Membangun Kepuasaan Pelanggan Melalui Mutu,Pelayanan Dan Nilai

Author

Listed:
  • putri, Aulia ananda

Abstract

Nilai yang diterima pelanggan adalah selisih antara jumlah nilai bagi pelanggan dan biaya total pelanggan. Jumlah nilai bagi pelanggan adalah kumpulan manfaat yang diharapkan diperoleh pelanggan dari produk atau jasa tertentu.. Biaya total pelanggan adalah kumpulan pengorbanan yang diperkirakan pelanggan akan terjadi dalam mengevaluasi, memperoleh, dan menggunakan produk atau jasa tertentu. Kepuasan adalah perasaan senang atau kecewa yang berasal dari perbandingan antara kesannya terhadap kinerja (hasil) statu produk dengan harapan-harapannya. Rantai Nilai Michael Porter dari Harvard mengusulkan rantai nilai sebagai alat untuk mengidentifikasi cara-cara menciptakan lebih banyak nilai pelanggan. Ada dua kegiatan utama mencerminkan urutan dari membawa van mentah ke preusan (inbound logistics), mengkonversi menjadi produk jadi (operations), mengirim produk jadi (outbound logistics), memasarkannya (marketing and sales), dan melayaninya (service). Kegiatan- kegiatan penunjang: perolehan, pengembangan teknologi, manajemen sumberdaya manusia, dan prasarana preusan, ditangani dalam departemen khusus, tetapi tidak hanya ditempat itu.

Suggested Citation

  • putri, Aulia ananda, 2022. "Makalah Membangun Kepuasaan Pelanggan Melalui Mutu,Pelayanan Dan Nilai," OSF Preprints cxhz6, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:cxhz6
    DOI: 10.31219/osf.io/cxhz6
    as

    Download full text from publisher

    File URL: https://osf.io/download/624f98aac98e9102ddea73eb/
    Download Restriction: no
    File URL: https://libkey.io/10.31219/osf.io/cxhz6?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:osf:osfxxx:cxhz6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: OSF (email available below). General contact details of provider: https://osf.io/preprints/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.