Strategi Customer Relation PT. Panah Perdana Logisindo Dalam Upaya Peningkatan Kualitas Pelayanan Jasa Freight Forwarding
DOI:
https://doi.org/10.32493/jpkpk.v6i3.28687Keywords:
Freight Forwarding, Ekspor-Impor, Custumer Relationship ManagementAbstract
Penelitian ini menggunakan metode deskriptif kualitatif, yang meneliti bagaimana proses PT Panah Perdana Logisindo berhubungan dengan pelanggan. Pengambilan data dilakukan dengan cara observasi langsung pada kantor PT Panah Perdana Logisindo serta mewawancara informan yang sesuai dengan karateristik yang ditentukan, karakteristik yang dimaksud adalah karyawan atau direksi yang terlibat dalam proses perancangan customer relation. Penelitian ini didasarkan oleh konsep CRM dari Anton dan Goldenberry yang menyebutkan 3 konsep utama dalam CRM yakni, Karyawan (People), Teknologi (Technology), dan Proses (Process).Hasil dari penelitian ini menunjukan, PT Panah Perdana Logisindo mencari sumber daya manusia yang sesuai dengan kualifikasi perusahaan, membangun interaksi sosial yang baik antar karyawan, dan meningkatkan kemampuan dasar yang telah dimiliki oleh karyawannya dalam pengoptimalannya di bidang karyawan (People). PT Panah Perdana Logisindo dalam pengoptimalannya pada bidang teknologi (Technology) juga melakukan penyimpanan database dari konsumen, selalu mendengarkan dan menyesuaikan kepentingan konsumen serta kemampuan perusahaan, dan tetap mengawasi proses penerapan CRM. Dan yang terakhir dalam proses-nya (Process) PT Panah Perdana Logisindo selalu memulai dengan pengenalan terhadap konsumen, lalu penentuan pesan yang akan disampaikan, serta menetapkan metode penyampaian pesan tersebut.
This research uses a qualitative descriptive method, which examines how the process of PT Panah Perdana Logisindo relates to customers. Data collection was carried out by direct observation at the PT Panah Perdana Logisindo office and interviewing informants according to the specified characteristics, the characteristics in question were employees or directors who were involved in the customer relations design process. This research is based on the CRM concept from Anton and Goldenberry which mentions 3 main concepts in CRM namely, Employees (People), Technology (Technology), and Process (Process). The results of this study indicate, PT Panah Perdana Logisindo is looking for human resources who in accordance with the company's qualifications, building good social interaction between employees, and improving the basic capabilities that employees already have in optimizing them in the field of employees (People). PT Panah Perdana Logisindo in its optimization in the field of technology (Technology) also keeps databases from consumers, always listens to and adjusts to consumer interests and company capabilities, and keeps an eye on the CRM implementation process. And finally, in the process, PT Panah Perdana Logisindo always starts with an introduction to the consumer, then determines the message to be conveyed, and determines the method of delivering the message
References
Akbar, I. (2020). Pengaruh Kualitas Layanan Dan Harga Terhadap Loyalitas Pelanggan Melalui Mediasi Kepuasan Pelanggan (Studi Pada Warung Bebek Bu Lely. In Skripsi. Universitas Muhammadiyah Malang.
Alfian, R. (2020). Pengaruh Ekspor Impor Perkebunan Dan Pembentukan Modal Terhadap Pertumbuhan Ekonomi Di Indonesia. In Skripsi. Universitas Muhammadiyah Malang.
Asmarani, N. (2021, March 22). Apa Itu Jasa Freight Forwarding. DDTC News. Https://News.Ddtc.Co.Id/Apa-Itu-Jasa-Freight-Forwarding-28614.
Effendy, O. U. (2005). Komunikasi : Teori dan Praktek. Remaja Rosdakarya.
Fuad, H. (2021). Analisis Faktor Yang Mempengaruhi Loyalitas Pengguna Jasa Freight Forwarding Dalam Kegiatan Import Di PT. Panah Perdana Logisindo Semarang. In Skripsi. Universitas Marinir AMNI Semarang.
Gultom, D. K. , A. M. , & F. M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. Maneggio : Jurnal Ilmiah Magister Manajemen, 3(2), 171–180.
Haryono, B. (2016). How to Win Customer Through Customer Service with Heart. Andi Publisher.
Imadudin, M. (2014). Pengaruh Kualitas Pelayanan dan Kepuasan terhadap Loyalitas Pelanggan di Dealer Resmi Suzuki Dadaha Tasikmalaya. In Tugas Akhir. Politeknik Negeri Bandung.
Kanaidi. (2011a). Dasar-Dasar Periklanan: Daya Pikat Pesan Iklan dan Manfaat Ambient Media sebagai Terobosan dalam Beriklan. Politeknik Pos Indonesia.
Kanaidi, & A. K. (2011b). Analisis Customer Relationship Management (CRM) pada SBU Pos Admail’. Banking and Management Review.
Lesmana, R., Sunardi, N., & Kartono. The Effect of Financing and Online Marketing on MSMEs Income Increasing at Intermoda Modern Market BSD City Tangerang Selatan. American Journal of Humanities and Social Sciences Research (AJHSSR), 5(7), 25-34
Lesmana, R., & Sunardi, N. (2021). Futuristic Leadership Through PEKA Analysis Approach. HUMANIS (Humanities, Management and Science Proceedings), 2(1).
Nabila, A. (2017). Customer Relationship Management Industri Kreatif dalam Memanfaatkan Teknologi Komunikasi. In Skripsi. Universitas Islam Indonesia Yogyakarta.
Nabila, N. M. (2021). Strategi Customer Relations Honda Arista Sudirman Dalam Membangun Hubungan Baik Dengan Pelanggan. . In Skripsi. Universitas Islam Negeri Sultan Syarif Kasim Riau.
Oesman, M. Y. (2010, October 15). Sukses Mengelola Marketing Mix, CRM, Customer Value, dan Customer Dependency (Kasus Pada Pemasaran Shopping Center).
Radix, N. (2018). Pengaruh Pelayanan Jasa Freight Forwarding Terhadap Kepuasan Pelanggan Pada PT. Panah Perdana Logisindo Semarang. In Skripsi. Universitas Marinir AMNI Semarang.
Sari, W. D. (2018). Perencanaan Komunikasi Bappeda Kota Pekanbaru dalam Mensosialisasikan E-planning. In Skripsi. Universitas Islam Negeri Sultan Syarif Kasim Riau.
Sheilla, P. F. (2020). Analisis Pengaruh Ekspor Dan Impor Terhadap Pertumbuhan Ekonomi (Studi Perbandingan Indonesia Dan Thailand. In Skripsi. Universitas Muhammadiyah Malang.
Suparmi & Handhoko, K. (2017). Pengaruh Kepuasan, Kepercayaan dan Komitmen Terhadap Loyalitas Pelanggan Pada PT. Yodya Karya (Persero) Cabang Utama Semarang. . Serat Acitya : Jurnal Ilmiah UNTAG Semarang, 7(1), 102-117.
Sunardi, N., & Lesmana, R. (2020). Konsep Icepower (Wiramadu) sebagai Solusi Wirausaha menuju Desa Sejahtra Mandiri (DMS) pada Masa Pandemi Covid-19. JIMF (Jurnal Ilmiah Manajemen Forkamma), 4(1).
Suryadi, Edi. (2018). Strategi Komunikasi. PT Remaja Rosdakarya.
Video Promosi Pariwisata Pemandian Air Panas Derekan Kabupaten Semarang. (2019). Video Promosi Pariwisata Pemandian Air Panas Derekan Kabupaten Semarang. In Skripsi. Universitas Kristen Satya Wacana Salatiga.
Wulandari, N. (2020). Strategi Peningkatan Kualitas Pelayanan Di Swalayan KUD Sukomaju Desa Gelanglorsukorejo Ponorogo. In Skripsi. Institut Agama Islam Negeri Ponorogo.
Downloads
Published
Issue
Section
License
Open Access
Jurnal Pemasaran Kompetitif is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.
Copyright
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. Authors or others are allowed to multiply article as long as not for commercial purposes. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Disclaimer
No responsibility is assumed by publisher and co-publishers, nor by the editors for any injury and/or damage to persons or property as a result of any actual or alleged libelous statements, infringement of intellectual property or privacy rights, or products liability, whether resulting from negligence or otherwise, or from any use or operation of any ideas, instructions, procedures, products or methods contained in the material therein.
