Analysis of Customer Satisfaction of Mortar Cement at PT. Alam Gemilang Ghaizi Rangkasbitung

Adam Rahman Hakim; Veta Lidya Delimah Pasaribu

doi:10.55927/crypto.v4i1.136

Authors

Adam Rahman Hakim Universitas Pamulang
Veta Lidya Delimah Pasaribu Universitas Pamulang

DOI:

https://doi.org/10.55927/crypto.v4i1.136

Keywords:

Customer Satisfaction, SWOT Analysis, Consumer Perception

Abstract

This study aims to determine the level of customer satisfaction with mortar cement products offered by PT Alam Gemilang Ghaizi. This study uses a qualitative approach with a population of 7 building stores that are partners or customers of PT Alam Gemilang Ghaizi. The entire population was sampled, so the number of respondents in this study was 7 people. The data sources used consisted of primary and secondary data. Primary data was obtained through surveys, interviews, and questionnaires, while secondary data was obtained through literature studies and documentation. The data collection technique was carried out by direct interview method with building store owners. Furthermore, the data obtained was analyzed using the SWOT analysis method to identify strengths, weaknesses, opportunities, and threats in an effort to increase customer satisfaction. The results of the study showed that there were seven main indicators that influenced customer satisfaction, namely product, price, promotion, location, service, facilities, and atmosphere. In general, customers were satisfied with the quality of the product, affordable prices, and adequate facilities. However, several shortcomings were still found, especially in the aspects of promotion, service, location, and atmosphere of the company environment. Customers said that promotional information was not conveyed well, service was not optimal, the location was difficult to reach, and the room atmosphere was boring.

References

Aisyah, S. (2022). Analisis peranan auditor internal terhadap fungsi pemasaran (promosi) pada Hotel Transit Syariah Medan. Accumulated Journal (Accounting and Management Research Edition), 3(2), 198. Medan: STIE Muhammadiyah Asahan.

Ardiansyah, Risnita, & Jailani, M. S. (2023). Teknik pengumpulan data dan instrumen penelitian ilmiah pendidikan pada pendekatan kualitatif dan kuantitatif. Jurnal IHSAN: Jurnal Pendidikan Islam, 1(2), 1–9. Banda Aceh: Universitas Islam Negeri Ar-Raniry.

Asira, M. J., Wolok, T., & Radji, D. L. (2024). Pengaruh strategi pemasaran terhadap peningkatan penjualan di Toko Gudang 27. Jurnal Administrasi dan Bisnis, 7(1), 166–172. Gorontalo: Universitas Negeri Gorontalo.

Astuti, P., Has, M. H., Samsu, S., & Basri, H. (2022). Manajemen penyelenggaraan jenazah Komunitas Muslimah Hijrah Kota Kendari (KMHK). Al-Munazzam: Jurnal Pemikiran dan Penelitian Manajemen Dakwah, 2(2), 42–53. Kendari: IAIN Kendari.

Basalamah, J., & Ashoer, M. (2020). Konsep dasar manajemen. E–Jurnal Riset Manajemen, 7(7), 146–152. Makassar: Universitas Muslim Indonesia.

Budi Rahayu Tanama Putri, S. (2020). Manajemen pemasaran. Denpasar: Universitas Udayana.

Fajri, C., Amelya, A., & Suworo, S. (2022). Pengaruh kepuasan kerja dan disiplin kerja terhadap kinerja karyawan PT. Indonesia Applicad. JIIP - Jurnal Ilmiah Ilmu Pendidikan, 5(1), 369–373. Jakarta: JIIP Publisher.

Fauzi, Y. (2020). Manajemen pemasaran perspektif maqasid syariah. Jurnal Ilmiah Ekonomi Islam, 1(3), 122–130. Jakarta: STIE SEBI.

Indayani, L., & Andriani, D. (2018). Pengantar manajemen. Jakarta: CV Rajawali.

Haerul Anzani, P., Karnama, M. M., Studi Manajemen, P., Ekonomi dan Bisnis, F., & Buana Perjuangan Karawang, U. (2023). The effect of work environment and work discipline on employee performance at the Population and Civil Registration Office of Karawang Regency. Management Studies and Entrepreneurship Journal, 4(5), 5776–5784. Karawang: Universitas Buana Perjuangan.

Masdaini, E., & Hemayani, A. D. (2022). Analisis keputusan pembelian pada konsumen Warung Kopi Nilang. Jurnal Terapan Ilmu Ekonomi, 2(1), 55–62. Medan: Universitas Muslim Nusantara.

Indrasari, M. (2020). Pemasaran dan kepuasan pelanggan (114 hlm.). Surabaya: Universitas Dr. Soetomo Press.

Rizik, M. A. M. (2020). Manajemen pendidikan. Bandung: Alfabeta.

Muazidah, L., Rianto, S., & Prabasari, B. (2022). Pengaruh kualitas pelayanan dan promosi terhadap kepuasan pelanggan melalui keputusan pembelian (Studi kasus pada Toko Pertanian UD. Digma Tani). Solusi: Jurnal Sistem Informasi dan Manajemen, 20(2), 148–158. Semarang: STMIK Provisi.

Fahriani, N. S., & Febriyanti, I. R. (2022). Analisis kepuasan pelanggan di Apotek Bunda Cikembar. OPTIMAL: Jurnal Ekonomi dan Manajemen, 2(3), 45–52. Sukabumi: Universitas Nusa Putra.

Nurhadi. (2019). Manajemen strategi pemasaran bauran (marketing mix) perspektif ekonomi syariah. Jurnal Ekonomi dan Bisnis Islam, 6(2), 142–157. Yogyakarta: Universitas Islam Indonesia.

Paryanti, S., & Budianto, A. (2022). Pengaruh kualitas layanan dan harga terhadap kepuasan pelanggan pada GrabFood (Studi wilayah Kecamatan Setiabudi). Jurnal Ilmiah Manajemen, 8(1), 88–95. Jakarta: Universitas Nasional.

Seran, R. B., Sundari, E., & Fadhila, M. (2023). Strategi pemasaran yang unik: Mengoptimalkan kreativitas dalam menarik perhatian konsumen. Jurnal Mirai Management, 8(1), 206–211. Jakarta: Mirai Publisher.

Setyaningsih, F. (2021). Analisis strategi bauran pemasaran terhadap peningkatan pelanggan pada Lembaga Rafi Bimbel Tangerang. JMB: Jurnal Manajemen dan Bisnis, 10(1), 221–230. Tangerang: Universitas Pamulang.

Shafly, M. F., Sawiji, H., & Susantiningrum, S. (2023). Analisis kepuasan pelanggan di PT. Comunikasi Selaras Mandiri (CSM). JIKAP: Jurnal Informasi dan Komunikasi Administrasi Perkantoran, 7(3), 184–191. Surabaya: Universitas Negeri Surabaya.

Wijayanti, N., & Wicaksana, F. (2023). Implementasi fungsi manajemen George R. Terry dalam meningkatakan mutu lembaga pendidikan. Jurnal Cerdik: Jurnal Pendidikan dan Pengajaran, 3(1), 30–43. Palembang: STKIP PGRI Sumatera Barat.

Wiswasta, I. G. N. A., Agung, I. A. A., & Tamba, I. M. (2018). Analisis SWOT (kajian perencanaan model, strategi, dan pengembangan usaha). Denpasar: Udayana University Press.

Yusuf Irfan, M. M., Vitria, A., & Maulida, N. (2020). Analisa kepuasan konsumen terhadap kualitas pelayanan pada PT. Mahkota Lestari Banjarmasin. Jurnal Ekonomi dan Bisnis Kalimantan, 5(2), 77–84. Banjarmasin: Universitas Lambung Mangkurat.