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Grooming Front Officer dan Kepuasan Konsumen

Authors

  • Imtihan Apta Maulana Public Relation, Universitas Islam Bandung
  • Nurrahmawati Universitas Islam Bandung

DOI:

https://doi.org/10.29313/jrpr.vi.887

Keywords:

grooming, kepuasan pelanggan, BPJS Kesehatan Bandung

Abstract

Abstract. Grooming is something that needs to be concern of, especially for companies that provide service aspects. In several studies, grooming can affect the level of customer satisfaction. Customer satisfaction has a role to create customer loyalty and a good image for the company. BPJS Kesehatan Bandung is one of a company that provides service aspects, especially in the front office, and is one of the institutions that is oriented to customer satisfaction. Therefore, BPJS Kesehatan Bandung needs to pay attention to grooming and customer satisfaction in order to create customer satisfaction and a positive image. This study uses social exchange theory to describe the phenomena that occur in the study. This study uses a quantitative approach with descriptive research methods. Data collection techniques in this study in the form of distributing questionnaires, observation techniques, interview techniques, and literature study. The results obtained are the index value found in the grooming variable as much as 4.21 which is included in the very good category, the value is obtained from the average value of all X sub-variables. While the other variables, namely the satisfaction of obtaining an index value of 4.15 which is included in the good category, the value is taken from the average value of all Y sub-variables.

Abstrak. Grooming merupakan hal yang perlu diperhatikan khususnya bagi perusahaan yang memiliki aspek pelayanan. Dalam beberapa penelitian, grooming dapat memengaruhi tingkat kepuasan pelanggan, Kepuasan pelanggan memiliki peran untuk menciptakan loyalitas pelanggan serta citra yang baik bagi perusahaan. BPJS Kesehatan Bandung merupakan perusahaan yang memiliki aspek pelayanan khususnya pada bagian front office, serta merupakan salah satu lembaga yang berorientasi pada kepuasan pelanggan. Oleh sebab itu, BPJS Kesehatan Bandung perlu memerhatikan grooming dan kepuasan pelanggan demi menciptakan kepuasan pelanggan dan citra yang positif. Penelitian ini menggunakan teori pertukaran sosial untuk menggambarkan fenomena yang terjadi dalam penelitian. Penelitian ini menggunakan pendekatan kuantitatif dengan metode penelitian deskriptif. Teknik pengumpulan data pada penelitian ini berupa penyebaran angket, teknik observasi, teknik wawancara, dan studi pustaka. Hasil penelitian yang didapatkan adalah nilai indeks yang ditemukan pada variabel grooming sebanyak 4,21 yang termasuk ke dalam kategori sangat baik, nilai tersebut diperoleh dari nilai rata-rata seluruh sub-variabel X. Sedangkan variabel lainnya yaitu kepuasan memperoleh nilai indeks 4,15 yang termasuk ke dalam kategori baik, nilai tersebut diambil dari nilai rata-rata seluruh sub-variabel Y.

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Published

2022-07-07