FAUZI, AHMAD (2019) PENGARUH KOMPETENSI KOMUNIKASI DAN KUALITAS SERVICE EXCELLENCE CUSTOMER SERVICE TERHADAP CUSTOMER ENGAGEMENT DI PT JAYA KREASI INDONESIA (Survey Periode September 2018 - Februari 2019). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Kunci keberhasilan perusahaan dalam menjaga atau meningkatkan mutu jasa dalam pelayanan pemberian jasa yang dihasilkannya salah satunya terletak pada customer service. Penelitian ini bertujuan untuk mengetahui pengaruh kompetensi komunikasi customer service dan kualitas service excellence customer service terhadap customer engagement PT Jaya Kreasi Indonesia Periode Septemmber 2018 – Februari 2019. Kompetensi komunikasi sama dengan kemampuan seseorang dalam berkomunikasi. Kualitas service excellence merupakan dasar bagi pemasaran jasa, karena inti produk yang dipasarkan adalah suatu kinerja yang berkualitas dan kinerjalah yang dibeli oleh konsumen, oleh karena itu kualitas kinerja pelayanan merupakan dasar bagi pemasaran jasa. Customer merupakan asset yang paling berharga bagi perusahaan. Customer Engagement adalah sebuah proses dalam level fisikal, kognitif maupun emosional yang berusaha melibatkan dan berinteraksi dengan konsumen secara individual dalam komunikasi 2 arah, yang mampu menciptakan dialog yang interaktif dan pengalaman emosional konsumen serta mampu mempengaruhi keputusan konsumen dalam melakukan pembelian dengan mendengar, mengerti dan segera merespon kebutuhan dan mampu membantu penyelesaian masalah konsumen. Paradigma yang digunakan dalam penelitian ini adalah positivistik. Tipe penelitian yang digunakan dalam penelitian ini adalah jenis penelitian kuantitatif. Penelitian ini menggunakan metode survei. Jumlah responden dalam penelitian ini adalah 95 orang. Dari penelitian ini diketahui bahwa variabel kompetensi komunikasi dan kualitas service excellence berpengaruh secara signifikan terhadap tingkat customer engagement konsumen. Kata Kunci : Kompetensi Komunikasi, Kualitas Service Excellence, Customer Engagement, Customer http://digilib.mercubuana.ac.id/ ii Universitas Mercu Buana Faculty of Communication Public Relations Ahmad Fauzi 44214120037 “ The Effect of Communication Competence and Service Excellence Customer Service Quality to Customer Engagement in PT Jaya Kreasi Indonesia” ABSTRACT The key to the company’s success in maintaining or improving service quality in the service of providing the services it produces one of them lies on customer servie. This research aims to know the effect of customer service communication competence and service excellence customer service quality to customer engagement of PT. Jaya Kreasi Indonesia in the period of September 2018 – February 2019. Communication competence is same with someone’s ability in communicating. Service excellence quality is the basis for service marketing, because the core of the product being marketed is a quality performance and it’s the performance that is bought by the consumers, therefore service performance quality is the basis for marketing services. Customer Engagement is a process in physics, cognitive, or emotional level that tries to involve and interact with the consumers individually in 2-way communication, that is able to create interactive dialog and consumer emotional experience and also able to affect consumer decision in making a purchase by listening, understanding, and responding needs and able to help the consumers to solve problems. The paradigm used in this research is positivistic. The research type used in this research is quantitative research type. This research uses survey method. The total respondents in this research are 95 people. From this research, it can be known that the variable of communication competence and service excellence quality have significant effects on the level of customer engagement. Key Words : Communication Competence, Service Excellence Quality, Customer Engagement, Customer
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