Shafitrah Chrisnawaty, Shafitrah Chrisnawaty (2022) PERAN PUBLIC RELATIONS DALAM PENANGANAN KELUHAN PELANGGAN INDIHOME CILEDUG. Skripsi (S1) thesis, Fisip Universitas Muhammadiyah Jakarta.

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Abstract

UNIVERSITAS MUHAMMADIYAH JAKARTA FAKULTAS ILMU SOSIAL DAN ILMU POLITIK PROGRAM STUDI ILMU KOMUNIKASI KONSENTRASI PUBLIC RELATIONS Skripsi, Juni 2022 Shafitrah Chrisnawaty 2017140395 Peran Public Relations Dalam Penanganan Keluhan Pelanggan Indihome Ciledug (xvi + 103 Halaman + 3 Tabel + 3 Gambar + 3 Lampiran) ABSTRAK Sebagai operator tertua dan terbesar PT. Telkom Indonesia tidak dapat menghindari hambatan terhadap faktor kepercayaan kepada produk dan layanan. Tujuan dari penelitian ini untuk mengetahui Peran Public Relations STO (Sentral Telepon Otomatis) PT. Telkom Akses Ciledug dalam menangani keluhan dan faktor-faktor apa saja yang menjadi hambatannya. Penelitian ini menggunakan metode penelitian deskriptif kualitatif dalam pengumpulan data secara langsung observasi, dokumentasi dan wawancara mendalam dengan informan lapangan. Untuk mengukur data validitas menggunakan teknik triangulasi sumber dan analisis data menggunakan Miles dan Huberman. Hasil penelitian menunjukkan bahwa peran yang digunakan Public Relations STO (Sentral Telepon Otomatis) PT. Telkom Akses Ciledug dalam penanganan keluhan pelanggan Indihome adalah: 1) PT. Telkom Akses harus menggunakan langkah – langkah pemecahan problem yaitu klarifikasi atau untuk memperbaiki citra perusahaan yang sempat rusak dengan Konferensi Pers (Press Conference), 2) Public Relations PT. Telkom akses Ciledug selalu berusaha memprioritaskan kepentingan masyarakat umum dengan menggunakan media massa sebagai perantara untuk mempersuasi khalayak umum, 3) PT. Telkom Akses melakukan berbagai aktivitas komunkasi pemasaran yang efektif untuk mempromosikan produk Indihome. Faktor hambatan Public Relations PT. Telkom Akses Ciledug dalam menangani keluhan pelanggan yaitu kurangnya daya beli masyarakat area Ciledug terhadap produk Indihome, karena adanya pelanggan Telkom terdahulu yang menggunakan Speedy merasa kecewa dengan layananya sehingga enggan untuk beralih ke produk Indihome. Kata Kunci : Public Relations, Peran , Keluhan Pelanggan Referensi : 6 Buku + 1 Internet + 11 Jurnal Pembimbing : Dr. Nani Nurani Muksin, M.Si. MUHAMMADIYAH UNIVERSITY JAKARTA FACULTY OF SOCIAL SCIENCE AND POLITICAL SCIENCE COMMUNICATION SCIENCE STUDY PROGRAM CONCENTRATION OF PUBLIC RELATIONS Thesis, Juni 2022 Shafitrah Chrisnawaty 2017140395 The Role of Public Relations in Handling Customer Complaints Indihome Ciledug (xvi + 103 Pages + 3 Table + 3 Picture + 3 Attachment) ABSTRACT As the oldest and largest operator PT. Telkom Indonesia cannot avoid obstacles to the trust factor in products and services. The purpose of this study to determine the role of Public Relations STO (Automatic Telephone Center) PT. Telkom Access Ciledug in handling complaints and what factors are the obstacles. This study uses descriptive qualitative research methods in collecting data by direct observation, documentation and in-depth interviews with field informants. To measure the validity of data using source triangulation techniques and data analysis using Miles and Huberman. The results showed that the role used by Public Relations STO (Automatic Telephone Center) PT. Telkom Access Ciledug in handling Indihome customer complaints are: 1) PT. Telkom Access must use problem-solving steps, namely clarification or to improve the company's image which was damaged by the Press Conference, 2) Public Relations of PT. Telkom access Ciledug always tries to prioritize the interests of the general public by using mass media as an intermediary to persuade the general public, 3) PT. Telkom Access carries out various effective marketing communication activities to promote Indihome products. Barrier factors Public Relations PT. Telkom Access Ciledug in handling customer complaints, namely the lack of purchasing power of the people of the Ciledug area for Indihome products, because previous Telkom customers who used Speedy were disappointed with their services so they were reluctant to switch to Indihome products. Keywords : Public Relations, Role , Customer Complaint Reference : 6 Books + 1 Internet + 11 Journals Supervisor : Dr. Nani Nurani Muksin, M.Si.

Item Type:	Thesis (Skripsi (S1))
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	Faculty of Social and Political Sciences > S1 Communication Studies / Ilmu Komunikasi
Depositing User:	EVA AIHULIA
Date Deposited:	07 Jul 2023 00:46
Last Modified:	07 Jul 2023 00:46
URI:	http://repository.umj.ac.id/id/eprint/13564

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