Muamalatuna, Volume 14 No 02 Publish December 2022 111
The Role of Antautama.co.id Applications in Increasing Customer Satisfaction
Windyaningsi
IAIN Kediri, Faculty of Islamic Economis and Business, Kediri, Indonesia [email protected]
Arif Zunaidi*
IAIN Kediri, Faculty of Islamic Economis and Business, Kediri Indonesia [email protected]
Amrul Muttaqin
IAIN Kediri, Faculty of Islamic Economis and Business, Kediri, Indonesia [email protected]
*Corresponding author, email: [email protected]
©2022 by the authors. Submitted for possible open access publication under the terms and conditions of the Creative Commons Attribution-ShareAlike 4.0 International License (CC-BY-SA)
license (https://creativecommons.org/licenses/by-sa/4.0/)
Accepted: 13, September, 2022
Revised : 17, November, 2022 Published: 15, December, 2022
ABSTRACT
The goal of this research is to examine the role of the antautama.co.id application in increasing customer satisfaction in accordance with Islamic law. This study employs a qualitative research approach with field case study research and a descriptive research design. According to the findings of the research, the role of the antautama.co.id application demonstrates that customers who use the application have a very high level of satisfaction. PT. Anta Utama Kediri truly provides maximum service with various policies in the application, namely the antautama.co.id application as a good service system for public customers who order to buy airline tickets online. The application system is in accordance with Islamic principles, namely honesty, trustworthiness, and good nature, so that customers using the antautama.co.id application can trust it, the core of Islamic sharia, including providing good services to the community according to Islamic sharia.
Keywords: customer satisfaction, Islamic principles, antutama.co.id
Muamalatuna, Volume 14 No 02 Publish December 2022 112 ABSTRAK
Penelitian ini bertujuan untuk mengkaji peran aplikasi antautama.co.id dalam meningkatkan kepuasan pelanggan sesuai syariat Islam. Penelitian ini menggunakan pendekatan penelitian kualitatif dengan penelitian studi kasus lapangan dan desain penelitian deskriptif. Berdasarkan hasil penelitian, peran aplikasi antoutama.co.id menunjukkan bahwa pelanggan yang menggunakan aplikasi memiliki tingkat kepuasan yang sangat tinggi. PT. Anta Utama Kediri benar-benar memberikan pelayanan yang maksimal dengan berbagai kebijakan dalam aplikasi yaitu aplikasi antautama.co.id sebagai sistem pelayanan yang baik bagi pelanggan umum yang memesan pembelian tiket pesawat secara online.
Sistem aplikasi sesuai dengan prinsip syariah yaitu kejujuran, amanah, dan sifat baik, sehingga pelanggan yang menggunakan aplikasi antautama.co.id dapat mempercayainya, inti syariat Islam, termasuk memberikan pelayanan yang baik kepada masyarakat sesuai syariat Islam.
Keywords: kepuasan pelanggan, prinsip syariah, antutama.co.id
A. Introduction
Customer satisfaction is the most important indicator of a company's success 1. In order to survive and even grow their business, entrepreneurs must have the right roles and goals when it comes to increasing customer satisfaction 2.
People's lifestyles are becoming more instantaneous today because the majority of people are highly mobile in carrying out their daily activities. As a result, people are looking for something simple and practical to meet their daily needs 3. This is followed by the availability of various services designed to assist the community in meeting its needs. The service provider company provides various benefits to customers in order for the company to remain competitive with other companies. The easier, more appealing, and more profitable it is for customers to visit and transact, the more customers will visit and transact,
1 John Bosco Azigwe et al., “Customer Satisfaction For Company Growth: The Roles,
Responsibilities And Skills Required Of The Sales Force In Ghana,” British Journal of Marketing Studies Vol.4, 4, no. 5 (2016): 74–88.
2 Paul Williams and Earl Naumann, “Customer Satisfaction and Business Performance: A Firm- Level Analysis,” Journal of Services Marketing 25, no. 1 (2011): 20–32,
https://doi.org/10.1108/08876041111107032.
3 Soraia Gonçalves, Paulo Dias, and Ana Paula Correia, “Nomophobia and Lifestyle: Smartphone Use and Its Relationship to Psychopathologies,” Computers in Human Behavior Reports 2 (2020):
100025, https://doi.org/10.1016/j.chbr.2020.100025.
Muamalatuna, Volume 14 No 02 Publish December 2022 113 increasing the company's fame and profits.
Service quality as a means of gaining and maintaining a competitive advantage and as a factor in long-term success: Customer satisfaction is the result of the cumulative experience that customers gain from using a product or service, and it varies from one experience to the next 4.
Marketing experts have proposed a definition of customer satisfaction.
Consumer or customer satisfaction, according to Engel, is an evaluation of buyers in which the chosen alternative meets or exceeds customer expectations, whereas customer dissatisfaction occurs when the results (outcomes) do not meet expectations 5.
Customer satisfaction, according to Sharia, is a comparison between expectations with products or services that should be in accordance with Sharia and the accepted reality 6. According to Qardhawi, a product or service must see the company's performance related to the nature of honesty, trustworthiness, and truth as a guide to determine the level of satisfaction felt by consumers 7.
Antautama.co.id is an online sales innovation system that uses a network system to make it simple to purchase airline tickets. Customers who are already customers can use this system to make online ticket reservations in real time, easily, quickly, and easily. Airline tickets can be used on their own or sold to others. friendly, patient, and experienced customer service, as well as an easy and transparent system.
PT. Anta Utama Kediri, as a company that sells products and services,
4 Christian Homburg, Nicole Koschate, and Wayne D. Hoyer, “A Study of the Relationship Between Customer Satisfaction and Repurchase Price,” Journal of Marketing 69, no. April (2005):
75–98, https://doi.org/https://doi.org/10.1509/jmkg.69.2.84.60760.
5 Nurti Rahayu, Rakaputra Prasetia, and Priyanto Priyanto, “The Effect of Service Quality on Customer Satisfaction in JKT48 Theater,” TRJ Tourism Research Journal 3, no. 1 (2019): 86, https://doi.org/10.30647/trj.v3i1.51.
6 R Dina Arfiana Burhan, Muhammad Najib, and Endri Endri, “Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City,” International Journal of Educational Research & Social Sciences 2, no. 2 (2021): 402–14,
https://doi.org/10.51601/ijersc.v2i2.56.
7 Lucky Enggrani Fitri, Ridhwan Ridhwan, and Okhi Fajar Hardiansyah, “An Analysis of the Effect of Service Quality on Satisfaction and Loyalty With Islamic Economic Approach (Study on Bmt Members in Puskopsyah Jambi),” Al-Masraf : Jurnal Lembaga Keuangan Dan Perbankan 4, no. 2 (2019): 201, https://doi.org/10.15548/al-masraf.v4i2.268.
Muamalatuna, Volume 14 No 02 Publish December 2022 114 must provide the best service possible in order to satisfy its customers. Companies
must pay attention to customer needs and desires as competition and the number of competitors increase, and continue to meet customer expectations by providing good service.
Satisfaction, according to Kotler and Keller, is a person's feeling of pleasure or disappointment resulting from comparing perceived product performance or results to one's expectations; if the performance is below expectations, the customer is not satisfied; if it meets expectations, the customer is satisfied; and if it exceeds expectations, the customer is satisfied 8. Customers are extremely satisfied or happy.
According to Kolter, service quality is a way of working in which companies continuously strive to improve the quality of their products and services 9. The customer is the one who raises the value. Customer satisfaction is determined by the performance of the product and the buyer's expectations 10.
Researchers are interested in conducting research on this object based on the explanation above. The purpose of the research is to determine customer satisfaction with the antautama.co.id application.
B. Literature Review
A customer's satisfaction is the condition that a customer feels after experiencing an action or the result of an action that meets their expectations 11. By achieving a high level of customer satisfaction, the company reaps numerous benefits. Where the customer's perception of service quality is the most important factor determining customer satisfaction, Customer satisfaction is defined as a
8 Jumawan Jumawan, “The Effect of Service Quality on Loyalty Using Satisfaction as an Intervening Variable (Study on Entrepreneurs in Bekasi Bonded Zone),” International Journal of Advanced Engineering, Management and Science 4, no. 5 (2018): 389–94,
https://doi.org/10.22161/ijaems.4.5.9.
9 Bani Zamzami, “The Effect of Product Quality and Price Perception on Customer Satisfaction on Somethinc Products,” International Journal Management and Economic 1, no. 2 (2022): 54–61, https://doi.org/10.56127/jaemb.v1i2.239.
10 Ismail Razak and Nazief Nirwanto, “The Impact of Product Quality and Price on Customer,”
Journal of Marketing and Consumer Satisfaction 30, no. 2012 (2016): 59–68.
11 Paulo Rita, Tiago Oliveira, and Almira Farisa, “The Impact of E-Service Quality and Customer Satisfaction on Customer Behavior in Online Shopping,” Heliyon 5, no. 10 (2019): e02690, https://doi.org/10.1016/j.heliyon.2019.e02690.
Muamalatuna, Volume 14 No 02 Publish December 2022 115 person's feeling of pleasure or disappointment that arises after comparing the
performance of a product to its performance expectations 12.
Consumer or customer satisfaction, according to Engel, is an evaluation of buyers in which the chosen alternative meets or exceeds customer expectations, whereas customer dissatisfaction occurs when the outcome does not meet expectations 13.
To comprehend satisfaction, we must first comprehend how people shape their expectations. Expectations are formed based on a person's previous experiences with similar situations, statements from friends or other relatives, and statements from the company where the customer placed the order 14. As a result, whether or not a company can satisfy its customers is determined not only by its performance but also by the expectations it sets. Customers are unlikely to be satisfied if a company sets unrealistic expectations. Thus, customer satisfaction can be defined as the level of satisfaction felt by customers after comparing expectations prior to using the company's services with the results felt by customers from the company's performance or benefits.
"Satisfaction" is the level of feelings one has after comparing perceived performance (results) to expectations 15. As a result, the level of satisfaction is determined by the gap between perceived performance and expectations. The customer is dissatisfied if performance falls short of expectations. Customers are pleased with the performance. A person's sense of pleasure or disappointment results from a comparison of his impression of his performance with his expectations 16.
12 Wim J Winowatan, I Putu Suarta, and Murdiani Sukarana, “Customer Satisfaction on Barista Service,” Journal of Asian Multicultural Research for Economy and Management Study 2, no. 4 (2021): 33–38.
13 NP Kusuma, I Suyadi, and Y Abdillah, “Analyzing The Effect Of Product Quality On Customer Satisfaction And Customer Loyalty In Indonesian Smes (Case Study On The Customer Of Batik Bojonegoro Marely Jaya),” Jurnal Administrasi Bisnis 14, no. 1 (2014): 1–7.
14 Otu William et al., “Assessment of Customer Expectation and Perception of Service Quality Delivery in Ghana Commercial Bank,” Journal Of Humanity, 2016, 1–18.
15 Nabila Aufa Nadya, “Effect of Experiential Marketing on Customer Loyalty: The Role of Customer Satisfaction As a Mediator,” Journal of Business Studies and Mangement Review 4, no.
1 (2020): 27–33, https://doi.org/10.22437/jbsmr.v4i1.11909.
16 Febri Hikmah Haryanti and Retno Setyorini, “The Influence of Website Service Quality towards Consumer Satisfaction by Using Webqual 4.0 Method: Study on Grab Users in Bandung,”
Muamalatuna, Volume 14 No 02 Publish December 2022 116 Customer satisfaction is a person's level of emotion after comparing
perceived performance or results to their expectations 17. Based on this definition, it is possible to explain that customer satisfaction will be evaluated based on the customer's perception of the service that has been provided and then compared to what the customer expects from the service. Customers are dissatisfied because the results provided do not meet their expectations. Customer satisfaction with a product or service is something that the company must prioritize by providing services that meet or exceed customer expectations. Companies must have technology in the form of applications that can provide service in accordance with customer expectations in order to provide satisfactory service quality 18.
According to Oliver in Barnes, customer satisfaction is a response to the fulfillment of needs, which means that customers' assessments of goods and services are delivered according to expectations or do not deliver to customers 19. According to Kotler and Keller, another definition is a feeling of happiness or disappointment after achieving the expected performance results. Meanwhile, according to Chandra, Tjiptono defines customer satisfaction as a response to the perception of the perceived discrepancy between previous expectations and the perceived performance after feeling it 20.
Quality encourages customers to form long-term relationships with the company. According to Kotler, customer satisfaction is a person's level of satisfaction after comparing his performance (results) to his expectations 21. As a
Advances in Economics, Business and Management Research (AEBMR) 92, no. Icame 2018 (2019): 119–26.
17 Sri Lestari PRASILOWATI et al., “The Impact of Service Quality on Customer Satisfaction:
The Role of Price,” Journal of Asian Finance, Economics and Business 8, no. 1 (2021): 451–55, https://doi.org/10.13106/jafeb.2021.vol8.no1.451.
18 Rita, Oliveira, and Farisa, “The Impact of E-Service Quality and Customer Satisfaction on Customer Behavior in Online Shopping.”
19 Ariadanti Wardhani, “The Factors That Affect Customer Loyalty in Shopee Online Shop,”
Manajemen, 2018.
20 Randy Rachmadiary Dharma and Aam Bastaman, “The Influence Of Service Quality, Promotion And Customer Value Towards Customer Satisfaction And Its Effect On Customer Loyalty In Tourism Industry Prior To Covid-19 Pandemic,” Jurnal Ekonomi Dan Bisnis 11, no. 1 (2022).
21 Gusti Noorlitaria Achmad et al., “Service Quality, Brand Image and Price Fairness Impact on the Customer Statisfaction and Loyalty Towards Grab Bike,” Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal 5, no. 3 (2021): 1067–77.
Muamalatuna, Volume 14 No 02 Publish December 2022 117 result, service recipients' needs must be met in order for them to receive
appropriate satisfaction.
Customer satisfaction is a psychological condition that occurs when the emotions surrounding expectations do not match and are combined with the feelings formed by shopping and consuming experiences 22. Customer satisfaction is defined as an evaluation of a product or service after the customer has used it, as well as whether the product meets the customer's expectations and desires.
Organizations must improve customer satisfaction by improving the quality of services provided.
Customers will feel satisfied when reality meets or exceeds expectations, and customers who are satisfied with a product will be loyal to the product and make repeated purchases continuously, carry out word-of-mouth promotions, and consider doing business. The purchase of goods where the customer is pleased.
The importance of the customer factor will never be underestimated by the company. As a result, measuring the level of customer satisfaction is critical. By achieving a high level of customer satisfaction, the company reaps numerous benefits. A high level of customer satisfaction can increase price loyalty, lower marketing failure costs, lower operating costs associated with increased customer numbers, and improve business reputation 23.
Satisfaction, according to Kotler and Keller, is a person's feeling of pleasure or disappointment as a result of comparing perceived product performance or results to one's expectations. It exceeds customer expectations and leaves them very satisfied or happy Product quality dimensions include form, which includes product characteristics, performance, suitability, durability, reliability, ease of repair, and style 24.
22 Stephan Olk, Dieter K. Tscheulin, and Jörg Lindenmeier, “Does It Pay off to Smile Even It Is Not Authentic? Customers’ Involvement and the Effectiveness of Authentic Emotional Displays,”
Marketing Letters 32, no. 2 (2021): 247–60, https://doi.org/10.1007/s11002-021-09563-x.
23 Arry Hutomo et al., “Green Human Resource Management, Customer Environmental
Collaboration and the Enablers of Green Employee Empowerment: Enhanching an Environmental Performance” 1, no. 2 (2020): 358–72, https://doi.org/10.38035/DIJEFA.
24 Rita, Oliveira, and Farisa, “The Impact of E-Service Quality and Customer Satisfaction on Customer Behavior in Online Shopping.”
Muamalatuna, Volume 14 No 02 Publish December 2022 118 According to Irawan, the dimensions of satisfaction are adjusted to field
conditions, such as price, service quality, product quality, emotional factors, and ease of use 25.
According to Dutka in Saidani and Arifin, there are three dimensions in universally measuring consumer satisfaction 26: First, attributes relate to product, namely the dimension of satisfaction related to the attributes of the product, such as determining the value obtained by the price; the ability of the product to determine satisfaction; and third, benefits of the product. Second, attributes relate to service, specifically satisfaction dimensions related to service attributes, such as the promised guarantee, the process of service or delivery fulfillment, and the problem-solving process provided. Third, purchase attributes, namely the dimension of satisfaction related to the attributes of the decision to buy or not buy from manufacturers such as ease of getting information, politeness of employees, and also the influence of company reputation.
There are three ways to measure customer satisfaction: First, accommodate complaints and suggestions, which can be done in a variety of ways. For example, by establishing a suggestion box, distributing feedback/comment forms to specific consumers, establishing a complaint unit/team, establishing an employee supervisory committee, and so on. Second, conduct evaluations to discuss what is good and what is lacking. Third, conducting a customer satisfaction survey is a complementary method to the others mentioned above. This method can be implemented by the company.
Using these three methods of measuring customer satisfaction can help a company provide quality service to its customers. PT. Anta Utama Kediri can evaluate and improve services that are deemed less important than customer suggestions.
25 Afriapoll Syafarudin, “The Effect of Product Quality on Customer Satisfaction Implications on Customer Loyalty in the Era Covid-19,” Ilomata International Journal of Tax and Accounting 2, no. 1 (2021): 71–83, https://doi.org/10.52728/ijtc.v2i1.204.
26 Lisa Restiana, “Customer Perceived Service Quality, Product Quality, Satisfaction and Loyalty in Beauty Business,” IPTEK Journal of Proceedings Series 0, no. 1 (2021): 288,
https://doi.org/10.12962/j23546026.y2020i1.10858.
Muamalatuna, Volume 14 No 02 Publish December 2022 119 In Islam, the Sharia standard serves as a yardstick for assessing customer
satisfaction 27. Customer satisfaction in Sharia trading is the level of comparison between expectations for Sharia-compliant products or services and the reality received 28.
In the opinion of Qardhawi, as a guide to determine the level of satisfaction felt by consumers, a goods or service company must see the company's performance related to 29: First, honesty. A company must instill honesty in all of its employees. This is based on the Prophet SAW's words, which state that "Muslims are Muslim brothers, and it is not permissible for a Muslim to trade with his brother and find a defect, unless he has explained it" (Narrated by Ahmad and Thobrani). Begin work by aligning the mind and conscience; working hard is part of the brain, while working sincerely is part of the heart. We should emphasize honesty in all of our activities and jobs. Because all religions teach work honesty 30.
Second, consider the nature of trust. Amanah is returning anything to its rightful owner, not taking more than what is rightfully his, and not reducing the rights of others, either financially or otherwise 31.
The phrase "sell cheaply" is well-known in the trading world. This means that the seller explains the characteristics, quality, and price of the merchandise to the buyer without exaggerating it, and that based on that description, a company provides satisfactory service to customers, among other things, by explaining anything related to goods or services sold to customers. As a result, consumers
27 Ariesanti (2015), “No 主観的健康感を中心とした在宅高齢者における 健康関連指標に関
する共分散構造分析Title,” no. c (2014).
28 Rehardian Pujo Satrio and Dhika Amalia Kurniawan, “The Effect Of Shariah Products And Perception Of Quality Of Services On Customer Satisfaction In Sharia Banks Ponorogo,” Islamic Business and Management Journal 1, no. 2 (2018).
29 D S J Aulia, “Satisfaction Analysis of Two-Account Holder’S Customer (Savings of Shariah Banks and Conventional Banks),” Al-Infaq: Jurnal Ekonomi Islam 8, no. 1 (2019): 30–51.
30 Dian K Susanti et al., “Pengaruh Kualitas Layanan Dan Harga Terhadap Tingkat Kepuasan Konsumen Jasa Transportasi Ojek Online Muslimah Di Kota Samarinda,” Borneo Islamic Finance and Economics Journal 1, no. 1 (2021): 21–31.
31 Bustami, Pemberdayaan Usaha Mikro, Kecil Dan Menengah (Perspektif Ekonomi Islam) (Jakarta: Penerbit A-Empat, 2015).
Muamalatuna, Volume 14 No 02 Publish December 2022 120 can understand and make an informed decision when purchasing goods or
services.
Right, third. In Islam, lying in trade is strongly condemned, especially if it is accompanied by perjury or name-calling (Q.S. Al-Imran [3]: 159) 32.
ممُهم نَع ُفمعاَف َكِلموَح منِم اوُّضَفم نلا ِبملَقملا َظيِلَغ اًّظَف َتمنُك موَلَو ممَُلَ َتمنِل ِهللَّا َنِم ٍةَمحَْر اَمِبَف ِفِ ممُهمرِواَشَو ممَُلَ مرِفمغَ تمساَو
َينِلِِّكَوَ تُمملا ُّبُِيُ َهللَّا هنِإ ِهللَّا ىَلَع ملهكَوَ تَ ف َتممَزَع اَذِإَف ِرمملأا
Finally, The fundamental difference between the research conducted by the researcher and the studies above is that the issues studied in this study focus on the role of the antautama.co.id application in increasing customer satisfaction by using three methods, which are accommodate complaints and suggestions, conduct evaluations to discuss what is good and what is lacking and conduct a customer satisfaction survey as never yet been using in the last research.
On the other hand, this study also analyzes customer satisfaction with the antautama.co.id application based on an Islamic perspective, namely honesty, trustworthiness, and good nature, so that customers who use the antautama.co.id application can trust it, the essence of Islamic law, including providing good services. good for society according to Islamic law.
The results of this study also show that customers who use the Antautama.co.id application have a very high level of satisfaction. PT Anta Utama Kediri really provides maximum service with various policies in the application, namely the antautama.co.id application as a good service system for general customers who order flight tickets online. As far as the author's observation, studies that examine the role of the antautama.co.id application in increasing customer satisfaction according to Islamic law have not been found. So the authors believe this research is worth studying and researching because it is new and original.
32 Annisa Fadhilah Nursyah et al., “Sumpah Palsu Perspektif Qs. Ali-‘imran/3:77,” El-Maqra’ 1, no. 2 (2021): 41–60.
Muamalatuna, Volume 14 No 02 Publish December 2022 121 C. Method
This study employs a descriptive qualitative research design. A qualitative approach was used in this study. The researcher chose this approach to gain a broader and deeper understanding of the issues discussed.
The qualitative approach is a descriptive data research procedure that uses words or talks about people and observed behavior to discover the truth that the human mind can accept. Qualitative research methods are used to examine in a natural, felt, and thought place, and research does not make treatment because a researcher collects data based on what it is from the data source, not from the researcher's point of view 33.
D. Discussion
1. The Role of Antautama.co.id Applications in Increasing Customer Satisfaction
Antautama.co.id is an online sales system that uses a network system to provide several benefits, including auto search, reward points, and a connecting airline system. Because there are almost no costs or capital spent, this system is also suitable for beginners who want to start an online business.
Customers who are already customers can use this system to make online ticket reservations in real time, easily and quickly. Tickets can be used individually or sold to others. a simple and transparent system, friendly, patient, and experienced customer service, and clear tutorial guidelines.
Not only that, but customers can become sponsors for prospective customers both online and offline, so that if the recruited prospective customers make ticket purchases, they will also receive a sales commission, making it feel like they are earning money rather than passively. This is an excellent innovation. Many commissions/bonuses are earned in this system, including sponsor commissions, network
33 Sugiyono, Metode Penelitian Kuantitatif, Kualitatif Dan R&D (Bandung: Alfabeta, 2008).
Muamalatuna, Volume 14 No 02 Publish December 2022 122 commissions, sales commissions, incentives, cash back, and reward points.
Based on observations of the level of satisfaction with the company, PT. Anta Utama Kediri has achieved a satisfactory rating using the system on the antautama.co.id application. based on customer feedback. This is explained by the Qur'anic proposition:
اوُنَمآ َنيِذَّلا ِنَع ُعِفاَدُي َ َّاللَّ َّنِإ ...
( ٣٨ )
"Verily Allah defends those who have believed." (Surat al-Hajj) It is clear from the preceding verse. That Allah SWT provides guarantees and promises to His believing servants in the form of a defense.The same goes for the PT. Anta Utama Kediri provides its customers with the antautama.co.id application.
The success of an application cannot be separated from a well- designed and capable role, because the role is the start of the company's journey or the journey of the antautama.co.id application to achieve goals.
The process of determining a plan that focuses on long-term service goals online is a way or an effort to achieve that goal, as explained in the previous chapter about the role of the antautama.co.id application. In Islam, the role does not contradict Islamic norms and teachings; in fact, it is highly recommended in Islam so that what is planned can be accomplished properly.
Satisfaction, according to Kotler and Keller, is a person's feeling of pleasure or disappointment resulting from comparing perceived product performance or results to one's expectations; if the performance is below expectations, the customer is not satisfied; if it meets expectations, the customer is satisfied; and if it exceeds expectations, the customer is satisfied. Customers are extremely satisfied or happy. This is consistent with Kotler and Keller's satisfaction theory, as cited by Lina Fatimah Lishobrina.
Muamalatuna, Volume 14 No 02 Publish December 2022 123 Table 1. Antautama.co.id Application Satisfaction Level
No. Customer Satisfaction Level
(Number %)
Consumer Reason Information
1 Hardianto 75% The service on the antautama.co.id
application is both fast and easy
Very satisfied
2 Asriani. S 65% The service on the antautama.co.id
application is fast and easy, but always interferes with the network server
satisfied
3 Sutrisno Purnomo
65% The service on the
antautama.co.id
application is fast and easy, but always interferes with the network server.
satisfied
4 Sumartono 75% The service on the antautama.co.id
application is both fast and easy
Very satisfied
5 Irawan 55% The service on the
antautama.co.id
application is both fast and easy, but network server disruptions when online
less satisfied
6 Mega Sari 75% The service on the antautama.co.id
application is both fast and easy
Very satisfied
Source: Interview Data from Customers
Based on the results of the table above in the primary data manager, it can be stated that customers are satisfied (good) and unsatisfied (not good) with the services provided by the use of the antautama.co.id application, including that each customer provides a level of satisfaction, namely (1. Hardianto, 75%); (2.
Asriani S, 65%); (3. Sutrino Purnomo, 62%); (4. Somartono, 75%); (5. Irwan, 55%); and (6. Mega Sari , 75%).
According to this data source, customer satisfaction and dissatisfaction with the antautama.co.id application are both high. Dissatisfaction is caused by a
Muamalatuna, Volume 14 No 02 Publish December 2022 124 factor or network server system that is constantly disrupted. However, various
groups remain hesitant to order tickets through online media in the form of the antautama.co.id application because factors that can influence the intention to buy tickets through online travel include: planned behavior and customer trust in e- commerce products. application or website design quality, system quality, information quality, service quality, and customer satisfaction with e-commerce products.
The quality of information, system quality, service quality, customer satisfaction, consumer trust, and customer attitudes are all affected by the design quality factor of the website and the antautama.co.id application. As a result, customer satisfaction, customer trust, customer attitudes, and the design quality of the website or application will all influence purchase intent.
In short, previous usage experience and application service quality have a statistically significant effect on the intention to purchase airline tickets using the application. PT. Anta Utama Kediri is very attentive to customer complaints, listens carefully, and seeks solutions to complaints submitted by customers experiencing problems with the use of the antautama.co.id application. Referring to Mussry's belief that the key to increasing customer satisfaction is to never underestimate the customer, as the customer is increasingly influencing the company's success.
PT Anta Utama Kediri's services in implementing the antautama.co.id application system as a form of responsibility is part of the company's role in maintaining good customer relationships. With the responsibility given to customers by the antautama.co.id application, the company hopes to be even better, so that customers feel that their complaints are very well responded to and that errors in the antautama.co.id application can be corrected in order to retain customers.
2. The Role of Antautama.co.id Applications in Increasing Customer Satisfaction from an Islamic Perspective
The role of the antautama.co.id application in increasing customer satisfaction from an Islamic standpoint, namely good service, will undoubtedly make customers feel more at ease and want to always use travel agents, particularly on the ease of transactions on the use of applications with the
Muamalatuna, Volume 14 No 02 Publish December 2022 125 convenience of using applications online.
PT Anta Utama Kediri, the application provider for antautama.co.id, is a travel agency with transportation experience. One of the services provided by the antautama.co.id application is the sale of airline tickets via the internet using the antautama.co.id application, in which the company prioritizes the principle of providing services to the community by prioritizing service to customers in the best and easiest way. A good service with an Islamic concept can be reflected in the dimensions of service quality.
Based on the findings of customer interviews conducted through the antautama.co.id application used by PT. Anta Utama Kediri has demonstrated that the quality of service for the antautama.co.id application is extremely high.
Customers will be satisfied if the service quality is good, because comfort is the most expensive aspect of a service. This is according to the Qur'an:
م نَع ُفمعاَف َكِلموَح منِم اوُّضَفم نلا ِبملَقملا َظيِلَغ اًّظَف َتمنُك موَلَو ممَُلَ َتمنِل ِهللَّا َنِم ٍةَمحَْر اَمِبَف ِفِ ممُهمرِواَشَو ممَُلَ مرِفمغَ تمساَو ممُه
َينِلِِّكَوَ تُمملا ُّبُِيُ َهللَّا هنِإ ِهللَّا ىَلَع ملهكَوَ تَ ف َتممَزَع اَذِإَف ِرمملأا
"So, because of the mercy of Allah, you are gentle with them. If you were hard-hearted and harsh-hearted, they would have distanced themselves from all around you." (Q.S. Ali Imran: 159)
The application created by the antautama.co.id application can function properly and in accordance with the goals. This is consistent with observations made during interviews with customers using the antautama.co.id application. In order to create customer satisfaction, the antautama.co.id application pays close attention to and cares for each customer by providing excellent service.
Similarly, customers prefer the antautama.co.id application because it is easier to buy plane tickets quickly. This is because the antautama.co.id application truly understands customers' needs and desires, such as punctuality in departure, because their needs require them to complete tasks on time. The data supports Mussry's belief that a company's value proposition that meets the needs and desires of its customers leads to customer loyalty.
Based on the results of the satisfaction level of the average customer satisfied with the services provided by PT, this service is very good. According to
Muamalatuna, Volume 14 No 02 Publish December 2022 126 respondents/informants, the advancement of technology and the ease of obtaining
something can influence people to want to use or use the new and best services for the convenience of customers.
It is hoped that when providing service to customers, it will be done well, because in Islam, everything done well will yield good results. One of the good services that demonstrates that it is in accordance with Islamic Sharia can be seen in the employees who have worn neat and polite, friendly clothes and the female employees who have been wearing hijabs.
In Islam, the Sharia standard serves as a yardstick for assessing customer satisfaction.Customer satisfaction in Sharia trading is the level of comparison between expectations for Sharia-compliant products or services and the reality received.
In the customer satisfaction variable, there is a level of customer satisfaction that has a relationship, among others, as follows:
First, honesty. The company PT Anta Utama Kediri in implementing the antautama.co.id application system for customers to use the application discovered requirements, regulations as a basic form of service, so there is honesty from an Islamic perspective. Second, consider the nature of trust. PT Anta Utama Kediri's antautama.co.id application system for customers has actually complied with the applicable terms and conditions. According to the explanation above, there is a relationship in accordance with the concept of Islamic sharia principles.
Third, right. That the company has complied with government regulations. There were no deviations from either PT when implementing the antautama.co.id application system. Anta Utama Kediri as the provider of the antautama.co.id application with customers who use the antautama.co.id application The actions of PT. Anta Utama Kediri implements the antautma.co.id application in accordance with the airline's regulations.
Fourth, be kind to one another and avoid discrimination. Not acting arrogantly and always remaining humble will elicit sympathy from others. As a result, others will be wary of humble people. According to customer responses, as many as six customers stated that PT Anta Utama, the provider of the antautama.co.id application, does not have an arrogant nature, such as being displeased with customers, and has a humble attitude toward customers, such as
Muamalatuna, Volume 14 No 02 Publish December 2022 127 offering drinks and talking to customers. According to the analysis's description,
customer satisfaction from a total of six question items shows that customers are satisfied with the service after using the antautama.co.id application.
Islamic Sharia is a rule for carrying out the rules of a good and perfect life by maintaining relationships between humans and nature, all while establishing a relationship with God. Thus, faith and good deeds are at the heart of Islamic sharia, including providing good services to the community in accordance with Islamic sharia.
E. Conclusion
According to the findings of this study, PT Anta Utama Kediri is running the application to provide integrated services with the goal of making it easier for the public or customers to access information about the terms and conditions and guarantees contained in the antautama.co.id application. Customers also use an online booking system to purchase airline tickets that are simple, inexpensive, and quick. As a result, the level of satisfaction with the company PT Anta Utama Kediri has reached the satisfactory category through the system on the antautama.co.id application, as evidenced by customer responses indicating that customers are satisfied with the company. However, there are some areas that could be improved, such as product distribution and network server systems. who are constantly irritated when using the antautama.co.id application.
The company, namely PT Anta Utama as a service provider, has implemented an application system in accordance with Islamic principles, which has honesty, trustworthiness, and good nature, so that customers using the antautama.co.id application can trust it. Finally, the author is aware that this scientific paper still has many shortcomings and only reaches the study of customer satisfaction between main applications, so it is hoped that further research can expand the scope of this research.
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