Service Quality: Sales Strategy Towards Increasing Customer Satisfaction in Indonesian Modern Markets

Naibaho, Hastuti and Suyoto, Yohanes Totok (2020) Service Quality: Sales Strategy Towards Increasing Customer Satisfaction in Indonesian Modern Markets. Urban Development and Lifestyle. ISSN 978-1-53618-560-7

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Abstract

Industrial Revolution 4.0 (RI4) causes increasingly destructive business competition environment thereby instability in sales volume is a major problem for retail companies. However, service quality, cheap prices, and shopping experience are not only crucial issues for supermarkets and/or hypermarkets but also for modern markets. Modern markets are considered traditional markets that have undergone a transformation by providing better service facilities to customers in terms of hygiene and ease one stop showing not to mention the price advantage, but it is no longer sufficient when entering the RI4. In the Industry 4.0, customer data becomes a main determinant for companies’ sustainability. Price warfare is no longer a strategy of choice because other companies, especially online stores, can immediately give cheaper prices. Customer retention is not only by giving price discounts but also by providing a pleasant shopping experience. This study aims to find empirical data related to the relationship between service quality of merchants in modern markets and customer’s desire to repurchase a product. The results of the study are expected to help managers in designing appropriate training programs for merchants in terms of increasing customer pleasant experience, customer satisfaction, and customer retention.

Item Type: Artikel
Uncontrolled Keywords: customer data, modern market, sales strategy, service satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Humaniora dan Bisnis > Prodi Manajemen
Depositing User: Admin Repository
Date Deposited: 09 Dec 2021 08:53
Last Modified: 22 Jun 2022 08:52
URI: http://eprints.upj.ac.id/id/eprint/1834

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