Rahma, Afifa Nurani (2023) Customer Relations pada Penanganan Complain Sebagai Upaya Mempertahankan Eksistensi di Tengah Persaingan Usaha. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Customer relations is an activity as a companies facilitator to establishing long-term relationships with costumer. This study aims to determine how the customer relations of PT Biosant Tirta Lestari in handling complaints. In the company's activities, crisis management is carried out as an effort to maintain the existence of the company PT Biosant Tirta Lestari in the business competition. This study used descriptive qualitative with case study research methods and data collection techniques carried out by interviews, literature studies and documentation and Relationship Management Theory amd Legitimasi Theory as the main theory. The results of the study indicate that the Customer Relations Activities of PT Biosant Tirta Lestari have handled complaints in accordance with existing activities and procedures in the company. Not only at the form of service but also paying attention to the preparation of quality human resources, structured and systematic activity processes as well as adequate technology preparation with the hope of establishing long-term activities as an effort for the company to maintain its existence by building customer trust in companies in the region. in the midst of growing business competition
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Customer relations merupakan aktivitas sebagai fasilitator komunikasi pada pelanggan untuk menjalin hubungan jangka panjang terhadap perusahaan. Penelitian ini bertujuan untuk mengetahui customer relations PT Biosant Tirta Lestari pada penanganan complain. Dalam aktivitas perusahaan, penanganan complain dilakukan PT Biosant Tirta Lestari sebagai upaya mempertahankan Eksistensi di tengah persaingan usaha. Pendekatan penelitian dalam penelitian ini adalah pendekatan kualitatif deskriptif dengan metode penelitian studi kasus dan teknik pengumpulan data dilakukan dengan wawancara, studi pustaka dan dokumentasi. Teori yang digunakan dalam penelitian adalah Relationship Management Theory dan teori legitimasi. Hasil dari penelitian menunjukkan bahwa Kegiatan Customer Relations PT Biosant Tirta Lestari telah melakukan penanganan complain sesuai dengan aktivitas dan prosedur yang ada di perusahaan. Penanganan complain ditujukan bukan semata-mata hanya bentuk pelayanan namun juga memperhatikan penyiapan sumber daya manusia yang berkualitas, proses aktivitas yang terstruktur dan sistematis serta penyiapan teknologi yang memadai dengan harapan menjalin aktivitas jangka panjang sebagai upaya perusahaan mempertahankan eksistensi nya dengan membangun kepercayaan pelanggan kepada perusahaan di tengah pertumbuhan persaingan usaha. | |||||||||
| Subjects: | Communication > Public Relations Science | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 70201-Program Studi Ilmu Komunikasi |
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| Depositing User: | Ms Afifa Nuriani Rahma | |||||||||
| Date Deposited: | 12 Jan 2023 16:29 | |||||||||
| Last Modified: | 12 Jan 2023 16:29 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/19655 |
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