Behavioral Economy: Penggunaan Google Review Untuk Mengetahui Tingkat Kepuasan Konsumen (Studi Kasus: Perusahaan X)

Amalia, Fanisyah Winda and Setyaningrum, Idfi and Ariani, Mintarti (2025) Behavioral Economy: Penggunaan Google Review Untuk Mengetahui Tingkat Kepuasan Konsumen (Studi Kasus: Perusahaan X). Ekuilnomi Jurnal Ekonomi Pembangunan, 7 (1). pp. 45-52. ISSN 2614-7181

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Abstract

Consumer satisfaction is based on behavioral economics which describes individuals as rational beings who always try to maximize their utility by weighing the benefits and risks of their choices. Customer satisfaction is an important point for business actors, so that business actors try to improve their capabilities in developing strategies to achieve customer satisfaction. This research aims to formulate a new strategy to improve service quality through Google Reviews of customer satisfaction at Company X for three years (2021-2023). The research method uses content analysis with the help of Voyant Tools. The research findings show that words such as “service”, “friendly”, and “satisfying” dominate the frequency of occurrence of the highest number of words over a period of 3 years which will consistently reflect a positive perception of the service. In an effort to drive further growth, Company X is advised to increase product innovation, price, and service responsiveness. One strategy that can be implemented is Service Drive Thru, which speeds up the service process, increases consumer convenience, and strengthens loyalty through time efficiency

Item Type:	Article
Uncontrolled Keywords:	Anchoring Effect, Google Review, Kepuasan Konsumen, Voyant Tools
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Faculty of Business and Economic > Department of Economic
Depositing User:	Idfi Setyaningrum 6187
Date Deposited:	07 Jul 2025 01:42
Last Modified:	07 Jul 2025 01:42
URI:	http://repository.ubaya.ac.id/id/eprint/48294

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