PENINGKATAN PELAYANAN CUSTOMER DI CV GRAHA HUTOMO KARYA SEBAGAI IMPLEMENTASI NILAI PUBLIK

Abstract

This study aims to analyze efforts to improve customer service at CV Graha Hutomo Karya as an implementation of public values. Enhancing service quality is essential as the company faces increasing customer demands in terms of speed, accuracy, and professionalism. Using a qualitative descriptive approach, this research evaluates various aspects of service, including human resource competence, the utilization of technology, the effectiveness of service processes, and the organizational service culture. The results indicate that customer service improvement at CV Graha Hutomo Karya can be achieved through appropriate recruitment and employee training, the use of information technology to streamline service processes, the strengthening of a friendly and responsive service culture, and the refinement of the customer complaint management system. These measures not only enhance customer satisfaction but also reflect public values such as transparency, accountability, efficiency, and a focus on user needs. Therefore, improving customer service at this company strengthens public trust while supporting long-term business sustainability.