IMC of Logistics and Package Delivery Company in Maintaining its Customer Loyalty during the Covid-19 Pandemic

DOI

10.2991/assehr.k.220404.206How to use a DOI?

Keywords

integrated marketing communications and customer loyalty; J&T Express Padang; shipping companies

Abstract

The Coronavirus Disease (Covid-19) pandemic began in 2020, has been forcing companies to survive in the midst of financial crisis. J&T Express, one of the logistics courier services company in Indonesia, has created innovations that can ensure the security and cleanliness of packages/documents sent to its customers. This study raises the issue of integrated marketing communications (IMC) done by J&T Express and its customer loyalty during the pandemic. This study uses a qualitative approach with a case study method at the J&T Express company, located in Padang City, West Sumatra, Indonesia. Data collection was carried out using interview techniques and direct observation in the company. This research shows that J&T Express is one of the companies that is able to maintain its stability during the pandemic thanks to collaboration with marketplaces and innovations as well as attractive services and promos. J&T Express Padang aggressively advertises - both through promos and education - on the receipt and delivery of safe and hygienic packages. Sales promotions are carried out by giving discounts to all customers. J&T Express Padang establishes and maintains relationships with external parties by holding various activities such as badminton tournaments in collaboration and sponsored by several companies, corporate social responsibilities’ activities on World Environment and Marine Day, and distribution of medical equipment. J&T Express Padang hasn’t held events and publicities to its partners due to difficulties in meeting face-to-face. Meanwhile, the company continues to provide the best service by complying with and using health protocols directed by the central and local governments, so that the new consumers or its customers feel safe when receiving the packages.

Copyright

© 2022 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article distributed under the CC BY-NC 4.0 license.

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TY  - CONF
AU  - Septian Chandra
AU  - Roswita Oktavianti
PY  - 2022
DA  - 2022/04/21
TI  - IMC of Logistics and Package Delivery Company in Maintaining its Customer Loyalty during the Covid-19 Pandemic
BT  - Proceedings of the 3rd Tarumanagara International Conference on the Applications of Social Sciences and Humanities (TICASH 2021)
PB  - Atlantis Press
SP  - 1288
EP  - 1293
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.220404.206
DO  - 10.2991/assehr.k.220404.206
ID  - Chandra2022
ER  -