ANALYSIS OF CORPORATE PERFORMANCE VIEWS OF CUSTOMER SATISFACTION IN PT LIVINGSOCIAL INDONESIA

Abstract

Business that develop rapidly and dynamic now, requires companies to compete in an increasingly the tight of competitive business competition. In this case, the potential resource and good performance is an important element to have a competitive advantage, the performance of the service provided by the company reflects its company, therefore the quality of service is important because both the good and bad performance of a company is reflected from the level of consumer satisfaction. From the satisfaction, it will create customer loyalty, and the market share will be even greater, and ended on a high level of profitability. This research will further discuss the analysis of corporate performance views of customer satisfaction in E-commerce Company using Both B2B SERVQUAL Method and Importance Performance Analysis (IPA). The output of this research is to get the data from the customer satisfaction level of service provided PT. Livingsocial Indonesia can be used as a benchmark of success in the enterprise services and get the data of priority improvements which is shown in 1st quadrant in importance performance matrix diagram to be made to retain a competitive advantage.