Antik Imro'atus S, AI (2026) PENGARUH CUSTOMER SUPPORT DALAM MENINGKATKAN KEPUASAN PELANGGAN PT. KECE EXPRESS SURABAYA. Project Report. Repositori STIAMAK Surabaya. (Submitted)
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Abstract
ABSTRACT The increasingly competitive business environment in the logistics sector requires companies to deliver high-quality services in order to achieve customer satisfaction. Customer Support plays a strategic role as the primary interface between the company and its customers, particularly in providing information, handling complaints, and coordinating operational activities. This internship report aims to analyze the role of Customer Support in improving customer satisfaction at PT. Kece Express Surabaya, a company engaged in domestic freight forwarding services. The internship was conducted using a direct participation approach, including active involvement, observation, documentation, and informal interviews. The findings indicate that the effectiveness of Customer Support is strongly influenced by communication quality, response speed, and professionalism in service delivery. Several challenges were identified, such as delayed responses, changes in shipping schedules, and limited container availability. Therefore, the implementation of clear service standards, proactive communication, and improved coordination with shipping lines are essential to enhance service quality and customer satisfaction in logistics companies. Keywords: customer support, customer satisfaction, service quality, logistics services
| Item Type: | Monograph (Project Report) |
|---|---|
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | S1 Ilmu Administrasi Bisnis |
| Depositing User: | Users 92 not found. |
| Date Deposited: | 29 Jan 2026 07:37 |
| Last Modified: | 29 Jan 2026 07:37 |
| URI: | http://repositori.stiamak.ac.id/id/eprint/812 |
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