ANALISIS SERVICE EXCELLENCE UNTUK MENINGKATKAN LOYALITAS PELANGGAN PADA PRODUK PRENAGEN MOMMY DI PT SANGHIANG PERKASA CABANG BANJARMASIN

Abstract

This research is done by analysis of data obtained from internal and also field. The method used is descriptive qualitative to test the truth of customer loyalty improvement done by this company by doing interview, documentation and observation techniques on 13 pregnant women. The results of this study indicate that, Service Excellence conducted by PT. Sanghiang Perkasa can affect customer loyalty. All this aims to bring the company closer to customers who are assisted by Sales Promotion Girl, making it easy for customers and giving their own satisfaction to customers to keep loyalty to Prenagen Mommy products. With the existence of ISO standards in various divisions make the identity of PT Sanghiang Perkasa, became much better than the other company.