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All Journal JAIS (Journal of Applied Intelligent System) JURNAL MANAJEMEN (EDISI ELEKTRONIK) International Journal of Artificial Intelligence and Robotics (IJAIR) JAKA (Jurnal Akuntansi, Keuangan dan Auditing) Gemilang: Jurnal Manajemen dan Akuntansi Optimal: Jurnal Ekonomi dan Manajemen Prosiding SEMNAS INOTEK (Seminar Nasional Inovasi Teknologi) Seminar Nasional Teknologi dan Multidisiplin Ilmu
Tri Esti Rahayuningtyas
Universitas Dian Nuswantoro Kampus Kota Kediri
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Mathematics Mechanical Engineering Social Sciences Transportation

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Journal : JURNAL MANAJEMEN (EDISI ELEKTRONIK)

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Self-Service Optimization: Comprehending Customer Satisfaction Tito Wira Eka Suryawijaya; Muhammad Tata Rizky Setyo Utomo; Tri Esti Rahayuningtyas
Jurnal Manajemen (Edisi Elektronik) Volume 14, Special Issue 1:Call for Paper International E-Conference Management & Small Medium Enter
Publisher : Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/jm-uika.v14i1.9791

Abstract

Today, washing clothes is a separate problem for some people. This is because not a few people have very busy activities in their daily lives. Indirectly, they decided to use a laundry service which was considered fast and efficient due to the limited time they had. Self-service laundry service is a laundry service that has a customer service system that will wash their own clothes at the laundry in a short time. Self-service based methods have developed very rapidly in various business sectors. This study purpose is to determine the level of customer satisfaction and their level of loyalty to self-service-based laundry services. This study uses the SEM-PLS analysis method. Data is obtained through observation with business owners/supervisors in order to understand the patterns and mechanisms of implemented marketing communications. As well as distributing an online questionnaire based on The Flower of Service which was filled in by 302 respondents to understand the level of customer satisfaction. This study reveals that self-service-based laundry services are supported by optimizing business strategies, especially in digital-based integrated service marketing communications that have been carried out. The results of the study revealed that customers stated quite high levels of satisfaction and loyalty. This research contributes to the service marketing literature by revealing the perspectives of customer satisfaction and loyalty in self-service-based service businesses. There have been many studies conducted to discuss this laundry service business. However, there are no research findings regarding Self-service Optimization.
Co-Authors Angel Firlyaningsrum Angel Firlyaningsrum Angel Frilyaningrum Angel Frilyaningrum Aniza Chairani Arika Norma Wahyu Bonifacius Vicky Indriyono Bonifacius Vicky Indriyono Chasanah, Amalia Nur Choerul Umam Choerul Umam Ery Mintorini Evita Citra Yustiqomah Ichwan Setiarso Iffah Irdinawati Kelvin Pedro Gamalael Luh Putu Ratna Sundari Melati Ayu Nursida Ningrum Moch. Sjamsul Hidajat Muhammad Tata Rizky Setyo Utomo Neili Winda Saharani Sania Dinda Awalia Stevani Tri Wahyu Putri Tito Wira Eka Suryawijaya Tri Dian Chandriana Widyatmoko Widyatmoko Zudha Pratama