Mahmudah, S. KAJIAN TENTANG STRATEGI PENINGKATAN PROFITABILITAS PERUSAHAAN

Abstract

This article describe to service excellence, customer satisfaction, and loyalty as strategy of increase company profitability. Service excellence can be reached by doing  four steps: behaving positively, recognizing customers' needs, fulfilling customers' needs, and ensuring repeat buying.  Customer satisfaction represents an emotional assessment or feeling from customers to use products or services, where the expectations and needs of customers are fullfilled.  Customer satisfaction can be measured by using six concepts: overall customer satisfaction, confirmation of expectation, repurchase intention, willingness to recommend, and customer dissatisfaction.  Therefore, customer satisfaction contributes to customer loyalty, as the most reliable indicator for the company future profit.