Marketplace Based Application System to Improve Customer Satisfaction on Laundry Business

Wibowo, Mariana and Santoso, Michael (2021) Marketplace Based Application System to Improve Customer Satisfaction on Laundry Business. In: IC AMME & LSCM 2021The 2nd International Conference on Automotive, Manufacturing, and Mechanical Eng, 02-10-2021 - 02-10-2021, Surabaya - Indonesia.

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Abstract

Abstract.Laundryservice shop customers are presently confronted with several service options, qualities, and features. This is due to the inconsistent operational management of these organizations, in delivering maximum satisfaction. These problems often lead to the unsatisfactory level of customers, as they begin to search for better laundry service alternatives, which consumes much time and effort. The studies on laundry service shopbusinesses have also been widely carried out, as they are found to only focus on the ease of management due to delivery to one shop, which is equipped with features of comfortable services and payments. However, it has not been able to handle the demand of customers and various items, which needs to be sent to different laundry shops. Based on these studies, the laundry business concept should be developed to improve service qualities, with customers having the option to distribute their laundry items to desired laundry service shops, through the placement of one order. According to the development of this system, a sequential simplification from multi to single orders was observed, as the marketplace concept was also used. Furthermore, the manager handled and simplified the multi-order process, which was carried out by distributing orders to several shops, arranging the pick-up and delivery procedures, as well as receiving and transferring payments to all laundry services. The result showed a comparison between the mobile-based laundry businessand traditional systems, respectively. This new system result is saving more time and shipping costs, as it handled simple to complex laundry needs with a single click on the application, compared to the old traditional laundry business that involved multi orders.It concludes that this marketplace based application new system is saving more time and cost. Because of that, the customer satisfaction on laundry business impacted to be improving also.

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