PENGARUH MARKETING PUBLIC RELATIONS INDIHOME DALAM MENANGANI KELUHAN TERHADAP KEPUASAN PELANGGAN SELAMA PANDEMI COVID – 19

Muchammad Faizal, Muchammad Faizal (2022) PENGARUH MARKETING PUBLIC RELATIONS INDIHOME DALAM MENANGANI KELUHAN TERHADAP KEPUASAN PELANGGAN SELAMA PANDEMI COVID – 19. Skripsi (S1) thesis, Fisip Universitas Muhammadiyah Jakarta.

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01. HALAMAN JUDUL.pdf
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02. ABSTRAK.pdf
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03. LEMBAR PERNYATAAN ORISINALITAS.pdf
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04. LEMBAR PERSETUJUAN DAN LEMBAR PENGESAHAN.pdf
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05. KATA PENGANTAR.pdf
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06. DAFTAR ISI.pdf
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07. DAFTAR TABEL.pdf
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08. DAFTAR GAMBAR.pdf
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09. DAFTAR LAMPIRAN.pdf
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10. BAB 1.pdf
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11. BAB 2.pdf
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12. BAB 3.pdf
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13. BAB 4.pdf
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14. BAB 5.pdf
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15. DAFTAR PUSTAKA.pdf
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Abstract

UNIVERSITAS MUHAMMADIYAH JAKARTA FAKULTAS ILMU SOSIAL DAN ILMU POLITIK PROGRAM STUDI ILMU KOMUNIKASI KONSENTRASI PUBLIC RELATIONS Skripsi, 18 Agustus 2022 Muchammad Faizal 2017140384 Pengaruh Marketing Public Relations Indihome Dalam Menangani Keluhan Terhadap Kepuasan Pelanggan Selama Pandemi Covid – 19 (xvii + 93 Halaman + 43 Tabel + 4 Gambar + 6 Lampiran) ABSTRAK Situasi kebutuhan layanan penyelenggara ISP (Internet Service Provider) saat pandemi menjadi kebutuhan primer masyarakat. Salah satu penyelenggara Internet Service Provider (ISP) di Indonesia adalah PT Telkom IndiHome yang menyediakan layanan informasi komunikasi yang berkualitas tinggi dengan harga yang kompetitif. Pelanggan masih mengalami gangguan seperti koneksi yang lambat, sering terjadi putus hubungan (disconect), selain itu ada juga penyebab kurang maksimalnya kepuasan para pelanggan. PT Telkom IndiHome berusaha dalam menanggapi keluhan dengna cara Marketing Public Relations. Marketing Public Relations sangat dibutuhkan untuk memberikan kepuasan pelanggan demi citra yang positif dimata publik. Tujuan penelitian ini adalah untuk mengetahui seberapa besar pengaruh marketing public relations IndiHome dalam menangani keluhan terhadap kepuasan pelanggan selama pandemi Covid—19. Teori yang digunakan dalam penelitian ini adalah teori marketing public relations (Ruslan, 2016) dengan dimensi publikasi, iklan layanan masyarakat, event dan sponsorship dan kepuasan pelanggan (Setyo, 2017) dengan dimensi terpenuhi harapan konsumen, sikap menggunakan produk, merekomendasikan ke pihak lain, kualitas layanan, loyal dan reputasi yang baik. Penelitian ini menggunakan pendekatan kuantitatif yang bersifat deskriptif dan metode survei dengan menyebarkan kuesioner kepada 187 sampel yang telah ditentukan menggunakan perhitungan Rumus Slovin dengan teknik probability sampling dan pengambilan sampel menggunakan simple random sampling. Data yang diperoleh kemudian dianalisis dengan Teknik Regresi Linier Sederhana dengan menggunakan program aplikasi SPSS versi 25. Hasil uji menunjukkan bahwa terdapat pengaruh antara Marketing Public Relations (X) terhadap Kepuasan Pelanggan (Y) sebesar 62,3% dan sisanya sebesar 37.7% dipengaruhi faktor lain yang tidak diteliti dalam penelitian ini. Kata Kunci : Marketing Public Relations, Kepuasan Pelanggan Daftar Pustaka : 27 Buku + 16 Jurnal Pembimbing : Dr. Nani Nurani Muksin, M.Si. MUHAMMADIYAH UNIVERSITY JAKARTA FACULTY OF SOCIAL SCIENCE AND POLITICAL SCIENCE COMMUNICATIONS STUDY PROGRAM CONCENTRATION OF PUBLIC RELATIONS Thesis, August 18, 2022 Muchammad Faizal 2017140384 The Influence of Indihome Marketing Public Relations in Handling Complaints on Customer Satisfaction During the Covid-19 Pandemic (xvii + 93 Pages + 43 Tables + 4 Images + 6 Attachments) ABSTRACT The situation for the service needs of ISP (Internet Service Provider) providers during the pandemic has become a primary need for the community. One of the Internet Service Providers (ISP) in Indonesia is PT Telkom IndiHome which provides high quality communication information services at competitive prices. Customers still experience problems such as slow connections, frequent disconnections, besides that there are also causes for less than maximum customer satisfaction. PT Telkom IndiHome tries to respond to complaints by means of Marketing Public Relations. Marketing Public Relations is needed to provide customer satisfaction for a positive image in the eyes of the public. The purpose of this study was to find out how much influence IndiHome's marketing public relations had in handling complaints on customer satisfaction during the Covid-19 pandemic. The theory used in this study is the theory of marketing public relations (Ruslan, 2016) with the dimensions of publications, public service advertisements, events and sponsorships and customer satisfaction (Setyo, 2017) with the dimensions of meeting consumer expectations, attitudes to using products, recommending to other parties, quality service, loyal and good reputation. This study uses a descriptive quantitative approach and survey method by distributing questionnaires to 187 predetermined samples using the Slovin formula technique with probability sampling and sampling using simple random sampling. The data obtained were then analyzed using the Simple Linear Regression Technique using the SPSS version 25 application program. The test results show that there is an influence between Marketing Public Relations (X) on customer growth (Y) of 62.3% and the remaining 37.7% is influenced by other factors not examined in this study. Keywords : Marketing Public Relations, Customer Satisfaction Reference : 27 Books + 16 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: 10 Jul 2023 09:29
Last Modified: 10 Jul 2023 09:29
URI: http://repository.umj.ac.id/id/eprint/13603

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