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Meningkatkan Kepuasan Pelanggan Lewat Mutu Produk

Author

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  • Zahra, Sufiani

Abstract

Nilai bagi pelanggan adalah selisih antara Nilai pelanggan total dan biaya pelanggan total. Nilai pelanggan total adalah sekumpulan manfaat yang di harapkan oleh pelanggan dari produk atau jasa tertentu. Biaya pelanggan total adalah sekumpulan biaya yang diharapkan oleh konsumen yang di keluarkan untuk mengevaluasi, mendapatkan, menggunakan dan membuang produk atau jasa. Sedangkan kepuasan adalah perasaan senang atau kecewa seseorang yang muncul setelah membandingkan antara persepsi terhadap kinerja atau hasil dari sesuatu produk yang di harap-harapkan. Jika kinerja berada di bawah harapan maka pelanggan tidak puas dan jika memenuhi harapan maka pelanggan akan puas dan jikan kinerja melebihi harapan maka pelanggan akan amat sangat puas dan kembali lagi untuk membeli produk yang di hasilkan oleh perusahaan tersebut

Suggested Citation

  • Zahra, Sufiani, 2022. "Meningkatkan Kepuasan Pelanggan Lewat Mutu Produk," OSF Preprints ndgax, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:ndgax
    DOI: 10.31219/osf.io/ndgax
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