The Effect of Service Quality on Customers of the Jakarta and Tangerang Branch of the Gree Electric Appliances Indonesia on the “Hoki Sale” Campaign

DOI

10.2991/978-2-38476-132-6_32How to use a DOI?

Keywords

service quality; administrative processes; brand awareness

Abstract

The background to the preparation this research is the importance of service quality in order to get customer satisfaction and good value from consumers so that the targets set by the company can increase and provide brand awareness for the public. The purpose of writing this research is to explain administrative procedures and requirements, explain the results of the customer satisfaction questionnaire, and obstacles to the “Hoki Sale” campaign at Gree Electric Appliances Indonesia Jakarta and Tangerang branches. Research on customer satisfaction in this research with a quantitative method, namely the calculation of the questionnaire that will support the problem solving of the components; tangibles, reliability, responsiveness, assurance, empathy. This research shows positive results from the services provided in the “Hoki Sale” campaign with several notes of deficiencies such as, the lack of information that consumers get regarding the time the “Hoki Sale” admin replies to consumer messages and reward information which turns out to be incomplete, and the lack of admin activity in answering consumer questions. Therefore, the authors provide suggestions for improving several forms of administrative terms and conditions in a better and clearer manner.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Mohammad Ridha
AU  - Joanne Veronique Herlina Pingkan
PY  - 2023
DA  - 2023/10/31
TI  - The Effect of Service Quality on Customers of the Jakarta and Tangerang Branch of the Gree Electric Appliances Indonesia on the “Hoki Sale” Campaign
BT  - Proceedings of the 6th International Conference on Vocational Education Applied Science and Technology (ICVEAST 2023)
PB  - Atlantis Press
SP  - 351
EP  - 371
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-132-6_32
DO  - 10.2991/978-2-38476-132-6_32
ID  - Ridha2023
ER  -