Peran Kualitas Layanan Logistik dan Kualitas Integrasi Saluran dalam Membangun Kualitas Layanan
DOI:
https://doi.org/10.56799/jim.v3i1.2552Keywords:
Kepuasan Pelanggan, Kualitas Layanan Logistik, Kualitas Integrasi Saluran, Industri Makanan dan MinumanAbstract
Artikel ini ditulis untuk mengetahui pentingnya kualitas layanan logistik dan kualitas integrasi saluran yang baik dalam mempengaruhi tingkat kepuasan pelanggan pada pelaku bisnis, khususnya yang bergerak di industri makanan dan minuman. Saat ini, banyak sekali pelaku usaha di bidang makanan dan minuman yang beroperasi tanpa terlalu memperhatikan pemilihan dan integrasi saluran serta layanan logistik sekalipun hal tersebut sangat mempengaruhi kepuasan pelanggan. Hasil penelitian menunjukkan bahwa pemanfaatan layanan logistik yang baik, pilihan saluran, dan integrasi saluran dapat meningkatkan tingkat kepuasan pelanggan dan meningkatkan tingkat niat pembelian ulang serta loyalitas dan kepercayaan pelanggan terhadap merek. Dapat dikatakan bahwa pelaku usaha makanan dan minuman harus mampu menerapkan dan menunjukkan kualitas tersebut kepada pelanggannya. Penelitian ini menggunakan metode pengumpulan data sekunder dengan menggunakan analisis media dan tinjauan pustaka dari jurnal yang ada. Penelitian ini diharapkan mampu memberikan pengetahuan baru bagi pemilik usaha dan pembaca serta mampu digunakan bagi para pelaku usaha di sektor lainnya.
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