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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"Skripsi ini membahas tentang pengaruh service failure severity service recovery justice dan perceived switching costs terhadap customer loyalty di wilayah Jabodetabek Penelitian ini berhasil mengumpulkan 157 responden dan menguji hubungan antar variabel yang diobservasi Metode pengolahan data dalam penelitian ini menggunakan Structural Equation Modeling.Hasil penelitian ini menunjukkan bahwa distributive justice interactional justice dan perceived switching costs memiliki hubungan positif terhadap customer loyalty Selain itu hasil penelitian menunjukkan distributive justice dan interactional justice mempengaruhi hubungan service failure severity dan customer loyalty.

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This research aims to study the relationship of service failure severity service recovery justice and perceived switching costs with customer loyalty in Jabodetabek area This research succeeded to collect 157 respondents and examine the relationship between the observed variables Methods used to process the data on this research is by using the Structural Equation Modeling.

The results of research shows that distributive justice interactional justice and perceived switching costs is positively related to customer loyalty Moreover the results of research shows that distributive justice and interactional justice affects the relations service failure severity and customer loyalty."

"Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the "Customer Experience Cycle," Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences""

"Saat ini, belanja online di Indonesia semakin berkembang dan diminati oleh masyarakat. Perkembangan tersebut dapat dilihat salah satunya dari banyaknya perusahaan yang menyediakan layanan online grocery shopping. Online grocery shopping semakin banyak digunakan oleh masyarakat di Indonesia, terutama saat pandemi Covid-19 kemarin berlangsung. Tantangan yang dihadapi oleh perusahaan-perusahaan tersebut adalah mempertahankan kualitas layanan mereka baik saat pandemi kemarin berlangsung dan pasca pandemi, untuk memastikan para pelanggan tetap merasa puas dan akan kembali menggunakan layanan online grocery shopping. Penelitian ini bertujuan untuk melihat penerapan manajemen kualitas dalam online grocery shopping dan pengaruhnya terhadap kepuasan pelanggan dan niat pelanggan untuk menggunakan layanannya kembali. Survei kepada 215 responden dilakukan dan dianalisis dengan metode SEM menggunakan SmartPLS 4. Hasil penelitian ini menunjukan bahwa kualitas layanan dan perceived benefit berpengaruh terhadap customer satisfaction dan kemudian juga berpengaruh terhadap reuse intention.

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Currently, online shopping in Indonesia is growing and is in demand by the public. One of these developments can be seen from the many companies that provide online grocery shopping services. Online grocery shopping is increasingly being used by people in Indonesia, especially during the recent Covid-19 pandemic. The challenge faced by these companies is to maintain the quality of their services both during the pandemic and after the pandemic, to ensure that customers are still satisfied and will return to using their online grocery shopping services. This study aims to look at the application of quality management in online grocery shopping and its impact on customer satisfaction and customer intentions to reuse the service again. A survey of 215 respondents was conducted and analyzed using the SEM method using SmartPLS 4. The results of this study indicate that service quality and perceived benefits have an effect on customer satisfaction and then also have an effect on reuse intention."

"In a tight market, your most powerful growth engine?and your best protection from competitive inroads?is this: put everything you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches, and, ultimately, become ?walking billboards? who will happily promote your brand."

"Indonesia merupakan negara dengan penduduk muslim terbanyak. Hal tersebut membuat Indonesia sebagai negara dengan jumlah penyumbang jemaah umrah terbesar. Berdasarkan data yang ditunjukkan Kementrian Agama dan Umrah Arab Saudi, jumlah jemaah umrah Indonesia terus meningkat dari tahun ketahun. Animo yang besar pada masyarakat Indonesia untuk melaksanakan ibadah umrah mendorong pertumbuhan penyedia jasa perjalanan umrah dalam menawarkan paket-paket umrah. Namun, masih sedikit penelitian yang membahas mengenai agen perjalanan dan perilaku konsumen terhadap wisata religius, terutama dalam konteks ibadah umrah. Penelitian ini bertujuan untuk menganalisi hubungan antara customer perceived value, satisfaction, company reputation, dan loyalty terhadap customer retention pada agen perjalanan umrah. Data yang terkumpul diperoleh dari penyebaran kuesioner kepada 247 responden masyarakat Indonesia yang melaksanakan umrah dalam 2 tahun terakhir dan menggunakan agen perjalanan umrah dalam perjalananya. Analisis data yang dilakukan melalui analisis deskriptif dan Structural Equation Modeling SEM menggunakan partial least square dengan Smart PLS 2.0. Hasil dalam penelitian ini menunjukkan bahwa customer perceived value memiliki pengaruh yang signifikan terhadap satisfaction, loyalty, dan company reputation. Selain itu, company reputation juga memiliki pengaruh yang signifikan terhadap satisfaction dan loyalty. Hasil lainnya menunjukkan bahwa antara loyalty dan satisfaction, hanya loyalty yang memiliki pengaruh terhadap retention, sedangkan antara satisfaction dan retention tidak memiliki pengaruh yang signifikan.

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Indonesia is the country with the largest Moslem population. It makes Indonesia as one of the most countries with the largest number of umrah pilgrimage. Based on the data by Ministry of Religious Affairs and Umrah of Saudi Arabia, the number of Indonesian umrah pilgrimage have been increasing from year to year. The huge interest of Indonesian people to perform umrah encouraging the growth of umrah travel agencies for offering their umrah packages.

Nevertheless, there is still lack of research about travel agencies and consumer behavior towards religious tourism, especially on umrah pilgrimage. Data was obtained based on questionnaire of 247 Indonesian people whom had umrah pilgrimage in the last two years and used umrah travel agencies on their journey. Data was performed by descriptive analysis and Structural Equation Modeling SEM used partial least square with Smart PLS 2.0.

The results showed that there is a significant relationship between customer perceived value, satisfaction, company reputation, and loyalty. In addition, company reputation also has a significant relationship to loyalty and satisfaction. Other results showed that between loyalty and satisfaction, only loyalty that has a significant relationship to retention, meanwhile between satisfaction and retention have not significant relationship. "

"Penelitian ini berupaya untuk memberi rekomendasi rancangan inovasi layanan dari kantor penjualan Garuda Indonesia yang sesuai dengan kebutuhan konsumen, sehingga akan menciptakan kepuasan konsumen yang lebih baik di masa yang akan datang. Pada penelitian ini, akan dilakukan analisis faktor untuk mengetahui faktor yang mempengaruhi kebutuhan konsumen saat ini. Hasil dari analisis faktor tersebut didapatkan durasi pelayanan, fasilitas tempat tunggu serta kompetensi frontliner sebagai titik gagal dari layanan kantor penjualan. Kemudian, analisis kontradiksi TRIZ akan dilakukan dan menghasilkan dua belas prinsip inovatif. Akhirnya, rancangan layanan baru dari kantor penjualan Garuda Indonesia diajukan berdasarkan prinsip dari hasil analisis TRIZ melalui service blueprint.

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This research is trying to suggest recommendations of service redesign on Garuda Indonesia’s sales and service office (SSO) in order to create better customer satisfaction. This research uses factor analysis to analyse the factors that contribute to the customer needs. The result shows the duration of service delivery, facilities in waiting area and frontliner’s competences are the major factors that contribute to the failure points in SSO. In the next stage, the TRIZ contradiction analysis is used resulting twelve inventive principles. Furthermore, new service design of Garuda Indonesia’s SSO is proposed following the principles generated in TRIZ through service blueprint"

"Salah satu permasalahan utama pada industri bidang jasa di Indonesia adalah bagaimana menumbuhkan kesetiaan pelanggan agar tetap bertahan menggunakan jasa dari perusahaan tanpa berpindah ke penyedia jasa yang lainnya. Celebrity Fitness Indonesia sebagai perusahaan yang bergerak di industri olahraga, telah menerapkan strategi-strategi mempertahankan pelanggan yang terbaik demi mewujudkan Customer Satisfaction dan Customer Retention pada brand Celebrity Fitness. Penelitian ini dilakukan dengan menggunakan pendekatan kuantitatif yang bersifat eksplanatif, untuk mengetahui pengaruh penerapan Customer Retention Strategies terhadap terbentuknya kepuasan pelanggan di Celebrity Fitness Cabang Botani Square Bogor. Pengumpulan data dilakukan dengan menggunakan metode survei melalui kuesioner. Populasi penelitian ini adalah seluruh pelanggan Celebrity Fitness Cabang Botani Square Bogor yang telah merasakan langsung penerapan Customer Retention Strategies Hasil dari analisis penelitian ini membuktikan bahwa Penerapan strategi mempertahankan pelanggan oleh Celebrity Fitness Indonesia Cabang Botani Square Bogor (Ikatan Finansial dan Ikatan Sosial) ternyata memiliki pengaruh yang kuat terhadap pembentukan kepuasan pelanggan.

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One of the foremost issues in the World of service business is how to grow customer loyalty to stay using a service from the same firm and how to hold customers not to deflect to other services firm. Celebrity Fitness Indonesia as a services firm in sport industries has applied many best Customer Retention Strategies in order to generate a Customer Satisfaction and actualize Customer Retention in Celebrity Fitness. This research is conducted with quantitative explanative approach, to know how the influence of applying Customer Retention Strategies, generate a Customer Satisfaction in Celebrity Fitness Indonesia Botani Square Bogor Branch. Data of this research is gathered by questionnaire survey. The population of this research is all of the customer in Celebrity Fitness Cabang Botani Square Bogor branch that have experienced the Customer Retention Strategies. The result of this research is proving that Customer Retention Strategies that applied by Celebrity Fitness Cabang Botani Square Bogor (Financial Bonds and Social Bonds) evidently has a strong influence to generate a Customer Satisfaction."

"Garuda Indonesia sebagai salah satu maskapai penerbangan terbaik di Indonesia menawarkan berbagai macam pelayanan, salah satunya adalah layanan pada kantor penjualan. Berdasarkan survey sebelumnya menunjukan bahwa tingkat kepuasan pelanggan pada layanan kantor penjualan masih tergolong rendah apabila dibandingkan dengan rata-rata tingkat kepuasan pelanggan secara keseluruhan. Hal ini dikarenakan konsep layanan yang dibuat Garuda Indonesia untuk kantor penjualan belum menyertakan voice of customers secara komprehensif. Oleh karena itu, penelitian ini menggunakan Kano Model serta Customer Journey Mapping untuk mengetahui atribut layanan apa saja yang sesuai dengan preferensi pelanggan, khususnya Platinum Members. Hasil Kano Model menunjukan bahwa terdapat beberapa atribut layanan pada kantor penjualan Garuda Indonesia yang termasuk ke dalam kategori “attractive” serta “one dimensional”. Hasil Customer Journey Mapping menunjukan bahwa terdapat dua aktivitas yang tidak disukai pelanggan, yaitu pada saat menunggu antrian serta pada saat menunggu proses pelayanan. Oleh karena itu, penelitian ini dilanjutkan dengan melaksanakan Focus Group Discussion untuk menentukan penyebab masalah serta rekomendasi untuk memperbaiki pelayanan saat ini. Kemudian dilanjutkan dengan menentukan prioritas rekomendasi menggunakan metode importance-performance analysis. Dimana terdapat empat rekomendasi yang perlu menjadi prioritas, yaitu penambahan jumlah frontliners pada saat peak hours, menyediakan fasilitas charging station, penyediaan mesin self city check-in serta penyediaan fasilitas penunjang layanan di Platinum Lounge.

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Garuda Indonesia as one of the best airlines in Indonesia offers a wide range of services, one of which is sales office service. Based on previous surveys indicates that the customer satisfaction rating for sales office service is relatively low compared to the other services. It is due to the service design for sales office service does not yet include the voice of customer comprehensively. Therefore, this study uses the Kano Model and Customer Journey Mapping to determine services attributes which in line with customers (Platinum Members) preferences.

The Kano Model shows that there are several service attributes on Garuda Indonesia sales office included in “attractive” and “one dimensional” category. Customer Journey Mapping indicates that there are two disfavored activities, which is when waiting queue and waiting for service process. Therefore, this study followed by conducting the Focus Group Discussion to determine the problem’s causes as well as recommendations for improving current services. This study further followed by determining the priority recommendations using importance-performance analysis. The result shows that there are four recommendations need to be priorities, which are increasing the number of frontliners during peak hours, providing charging station, providing self city check-in machine and providing supporting facilities in the Platinum Lounge."