Evaluating Customer Customer Service System through Customer Visit and Customer Call Methods: A Case in Indonesian Port Industry
DOI:
https://doi.org/10.22441/jimb.v12i2.36599Kata Kunci:
Customer Service, Customer Visit, Customer Call, Customer Satisfaction, PortAbstrak
This study examines the deployment of customer visit and customer call methodologies at PT Pelabuhan Tanjung Priok Pangkal Balam and their impact on corporate image. Utilizing a qualitative descriptive design, data were gathered via observation, interviews, and documentation from purposively selected customer service personnel. The empirical findings reveal that customer visits bolster trust and personalization through face-to-face diagnostics, whereas customer calls optimize responsiveness and reliability by maintaining communication continuity. These outcomes align with Basofi who demonstrated that customer service drives corporate reputation through empathy and consistent communication (Basofi et al., 2017). Furthermore, subsequent literature indicates that service quality extends beyond perception management to drive concrete behavioral outcomes like loyalty. This is supported by Normalasari who confirmed that customer satisfaction stimulates positive word-of-mouth and repeat patronage (Normalasari et al., 2023). Collectively, the synergy of both methods creates an adaptive, long-term relationship-oriented service infrastructure. Theoretically, this research reinforces the relevance of interpersonal dynamics within Customer Relationship Management frameworks; practically, it offers strategic insights for port enterprises to integrate digital and human-centric approaches to sustain competitiveness.
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