Delivery Service Strategy On Customer Satisfaction: A Case Study Of CV Karya Besari

This study aims to examine the implementation of delivery service strategy and analyze customer satisfaction levels at CV Karya Besari, which operates in the supply of glass and aluminum building materials. Amidst intense business competition, logistics efficiency and last-mile delivery services serve as primary determinants of corporate credibility. This research employs a descriptive-analytic qualitative approach with a case study method. Data collection was conducted through in-depth interviews with the business owner and three regular customers, direct observation in the warehouse area, and documentation studies. The results indicate that the delivery service runs quite fast and on time, supported by special handling using A-frame racks to protect fragile glass materials from damage, as well as staff friendliness and responsiveness. This service combination has successfully created a high level of customer satisfaction, evidenced by high repeat orders and positive customer reviews.