Account Executive Effectiveness and Product Quality Effects on Sales Performance at PT Pos Indonesia Semarang
Purpose: This study aims to analyze the effectiveness of Account Executives (AE), product quality, and their influence on sales performance through customer satisfaction at PT Pos Indonesia (Persero) KCU Semarang. The study focuses on identifying how AE effectiveness and product quality contribute to customer satisfaction and sales performance improvement.
Research Methodology: This study applied a qualitative descriptive approach with a case study method. Data were collected through interviews, observations, and document analysis related to AE effectiveness, product quality, sales performance, and customer satisfaction. Data analysis was conducted through data reduction, interpretation, and comparison between empirical findings and relevant theories.
Results: The findings indicate that AE effectiveness contributes to sales performance improvement through customer acquisition, relationship management, and customer development activities. Product quality, including competitive pricing, product variation, and service reliability, positively influences customer satisfaction. Furthermore, responsive communication, effective complaint handling, and professional services strengthen customer satisfaction.
Conclusions: The study concludes that AE effectiveness and product quality are important factors supporting sales performance through customer satisfaction. Improving customer-oriented strategies, service quality, and relationship management is essential for achieving sustainable business growth.
Limitations: This study is limited to one research location and uses a qualitative approach, which may restrict the generalizability of findings.
Contributions: This study contributes to sales management and service quality literature by providing insights into the role of AE effectiveness and product quality in improving sales performance through customer satisfaction. The findings offer practical implications for service organizations in developing effective sales and customer management strategies.
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