INOVASI PELAYANAN DIGITAL PT JNE BERDASARKAN ANALISA SWOT: STRATEGI MENINGKATKAN KEPUASAN PELANGGAN DI ERA DIGITAL
Abstract
Abstrak. Penelitian ini bertujuan untuk menganalisis inovasi layanan digital PT Jalur Nugraha Ekakurir (JNE) berdasarkan analisis SWOT dalam meningkatkan kepuasan pelanggan di era digital. Dengan menggunakan metode penelitian kualitatif dengan pendekatan deskriptif, penelitian ini menemukan bahwa JNE memiliki kekuatan dan peluang untuk meningkatkan kepuasan pelanggan melalui inovasi layanan digital. Hasil analisis SWOT menunjukkan bahwa JNE dapat memanfaatkan kekuatan internal dan peluang eksternalnya untuk mengembangkan inovasi layanan digital yang efektif. Penelitian ini menyimpulkan bahwa keberhasilan JNE dalam meningkatkan kepuasan pelanggan sangat bergantung pada kemampuan perusahaan dalam menerapkan strategi inovasi layanan digital yang tepat berdasarkan analisis SWOT.
Kata Kunci: Inovasi Layanan Digital, Analisis SWOT, Kepuasan Pelanggan, PT JNE, Era Digital.
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HUMANIS (Humanities, Management and Science Proceedings) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
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