The Role Of Business Policy In Increasing Customer Satisfaction In Kongbox Cafe (At Kongbox Cafe Jalan SMTK No. 8 Medan)

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The Role of Business Policy in Increasing Customer Satisfaction in Kongbox Cafe, Medan

Introduction

In today's competitive business world, creating and maintaining customer satisfaction and loyalty is one of the biggest challenges that companies face. To overcome this challenge, businesses need to choose the right strategy and implement policies that can outperform their competitors. A good strategic management process is the key to success in building and implementing business policies. This article aims to examine the role of business policy in increasing customer satisfaction in the Kongbox cafe located on Jalan SMTK No. 8, Medan.

The Importance of Business Policy in Customer Satisfaction

Business policy plays a crucial role in increasing customer satisfaction. According to Tjiptono (2008: 95), the elements of the marketing mix, which include products, prices, places, promotions, people, processes, and physical evidence, are aspects that can be managed by companies in communicating with consumers and can be utilized to meet customer expectations. By implementing effective business policies, companies can create a positive experience for their customers, leading to increased satisfaction and loyalty.

Methodology

This study used a descriptive method with a qualitative approach. The sampling technique used was non-probability sampling. Data was obtained through interviews, observation, documentation studies, and literature studies. A total of 12 informants were involved in this study, which consisted of one key informant, eight main informants, and three additional informants. The data collected was then analyzed by reducing data, presentations, and drawing conclusions or data verification.

Results

The results of this study showed that most customers who became informants were satisfied with the business policies implemented by the Kongbox cafe. Among these policies, the location or place policy offered by the Kongbox cafe gave the highest level of satisfaction. This shows that the selection of strategic locations can have a significant impact on customer satisfaction.

Kongbox Cafe Business Policy Analysis

The Kongbox cafe presents an effective business policy in order to increase customer satisfaction. One of the key factors that contributes to this level of satisfaction is the location of a strategic cafe. Easy to reach locations provide comfort for customers, so they are more likely to visit this cafe regularly.

Product Policy

The product policy offered by the Kongbox cafe also plays an important role. By offering a variety of quality and innovative menu choices, Kongbox cafes managed to meet customer tastes and preferences. This shows that a deep understanding of customer needs and desires is needed in determining product policy.

Price Policy

In terms of price, competitive policies are also a determining factor. The Kongbox cafe sets a price comparable to the quality of the services and products provided, so that customers feel satisfied without feeling disadvantaged. This will encourage customers to come back again and even recommend this cafe to others.

Promotion Policy

Effective promotion also contributes to increasing the visibility of the Kongbox cafe among customers. By using social media and attractive marketing campaigns, the Kongbox cafe managed to attract the attention of new customers and maintain good relations with existing customers.

Conclusion

Overall, the business policy implemented by the Kongbox cafe has a positive impact on customer satisfaction. Strategic locations, diverse product choices, competitive prices, and effective promotions, all contribute to the positive experience of customers. In the competitive business world today, it is essential for every company to continue to innovate and adapt to customer needs to maintain their satisfaction and loyalty. Through the right policy, Kongbox cafes can not only maintain existing customers, but also attract new customers and increase their competitiveness in the cafe industry.

Recommendations

Based on the findings of this study, the following recommendations are made:

  • Companies should prioritize the selection of strategic locations to increase customer satisfaction.
  • Businesses should offer a variety of quality and innovative menu choices to meet customer tastes and preferences.
  • Companies should set competitive prices comparable to the quality of the services and products provided.
  • Effective promotion is crucial in increasing the visibility of the business among customers.

Limitations

This study has several limitations. Firstly, the study was conducted in a single cafe, which may not be representative of other cafes in the industry. Secondly, the study relied on a small sample size, which may not be representative of the larger population. Finally, the study was limited to a qualitative approach, which may not provide a comprehensive understanding of the business policy in increasing customer satisfaction.

Future Research Directions

Future research should aim to replicate this study in other cafes to increase the generalizability of the findings. Additionally, future research should use a larger sample size and a mixed-methods approach to provide a more comprehensive understanding of the business policy in increasing customer satisfaction.
Frequently Asked Questions (FAQs) About Business Policy and Customer Satisfaction

Q: What is business policy, and how does it relate to customer satisfaction?

A: Business policy refers to the set of rules and guidelines that a company follows to achieve its goals and objectives. In the context of customer satisfaction, business policy plays a crucial role in creating a positive experience for customers, leading to increased satisfaction and loyalty.

Q: What are the key elements of business policy that contribute to customer satisfaction?

A: The key elements of business policy that contribute to customer satisfaction include:

  • Location: Easy to reach locations provide comfort for customers, so they are more likely to visit the cafe regularly.
  • Product: Offering a variety of quality and innovative menu choices helps meet customer tastes and preferences.
  • Price: Setting competitive prices comparable to the quality of the services and products provided ensures customers feel satisfied without feeling disadvantaged.
  • Promotion: Effective promotion, such as using social media and attractive marketing campaigns, attracts new customers and maintains good relations with existing customers.

Q: How can businesses implement effective business policies to increase customer satisfaction?

A: Businesses can implement effective business policies by:

  • Conducting market research: Understanding customer needs and preferences is essential in determining product policy.
  • Setting clear goals and objectives: Establishing clear goals and objectives helps businesses stay focused and directed.
  • Monitoring and evaluating performance: Regularly monitoring and evaluating performance helps businesses identify areas for improvement.
  • Adapting to change: Businesses must be willing to adapt to changing customer needs and preferences.

Q: What are the benefits of implementing effective business policies?

A: The benefits of implementing effective business policies include:

  • Increased customer satisfaction: Effective business policies create a positive experience for customers, leading to increased satisfaction and loyalty.
  • Improved competitiveness: Businesses that implement effective business policies are more likely to stay ahead of the competition.
  • Increased revenue: Effective business policies can lead to increased revenue and profitability.
  • Enhanced reputation: Businesses that implement effective business policies are more likely to have a positive reputation in the market.

Q: What are some common mistakes businesses make when implementing business policies?

A: Some common mistakes businesses make when implementing business policies include:

  • Failing to conduct market research: Businesses that fail to conduct market research may not understand customer needs and preferences.
  • Setting unrealistic goals and objectives: Businesses that set unrealistic goals and objectives may become discouraged and lose focus.
  • Failing to monitor and evaluate performance: Businesses that fail to monitor and evaluate performance may not identify areas for improvement.
  • Being inflexible: Businesses that are inflexible may struggle to adapt to changing customer needs and preferences.

Q: How can businesses measure the effectiveness of their business policies?

A: Businesses can measure the effectiveness of their business policies by:

  • Conducting customer surveys: Regularly conducting customer surveys helps businesses understand customer needs and preferences.
  • Analyzing sales data: Analyzing sales data helps businesses understand the impact of their business policies on revenue and profitability.
  • Monitoring customer feedback: Regularly monitoring customer feedback helps businesses identify areas for improvement.
  • Conducting market research: Conducting market research helps businesses stay up-to-date with changing customer needs and preferences.