pelanggan

Pelanggan is an Indonesian term for a person or organization that purchases goods or services from a seller. The term describes the party that participates in a commercial exchange and may include individual consumers, business buyers, and institutional clients. In some contexts, pelanggan is used alongside konsumen; however, konsumen often emphasizes end users, whereas pelanggan can refer to any customer in a transaction.

In commerce, pelanggan are central to revenue and growth. Businesses study pelanggan needs and preferences, design offerings, and provide service to meet expectations. Customer satisfaction, perceived value, and reliable delivery influence loyalty and repeat purchases. Pelanggan relationships are managed through clear communication, responsive support, and appropriate pricing and guarantees.

Pelanggan management often involves customer relationship management (CRM) practices, data segmentation, personalized messaging, and after-sales service. Policies on warranties, returns, and refunds help maintain trust and protect pelanggan rights. Good service quality and transparent information about products or services are important for maintaining long-term relationships.

Rights and protections: In Indonesia, Undang-Undang Perlindungan Konsumen No. 8 Tahun 1999 defines the rights of consumers, who may be described as pelanggan in everyday language. The rights include safety, accurate information, choice, redress, and fair treatment. Sellers are obliged to provide truthful information, fulfill warranties, and address complaints promptly.

Evolving context: The growth of e-commerce and omnichannel retail has changed how pelanggan interact with providers, emphasizing accessible support, seamless experiences, and consistent service across channels.