Jarico, Eric (2023) Strategi Komunikasi Agent Customer Care Operator Dalam Penanganan Komplain Pelanggan (Studi Pada AlfaGift PT. Sumber Alfaria Trijaya, Tbk). S1 thesis, Universitas Sultan Ageng Tirtayasa.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text
Eric Jarico_6662190149_Fulltext.pdf Restricted to Registered users only Download (2MB) |
|
Text
Eric Jarico_6662190149_CP.pdf Restricted to Registered users only Download (30kB) |
|
Text
Eric Jarico_6662190149_01.pdf Restricted to Registered users only Download (744kB) |
|
Text
Eric Jarico_6662190149_02.pdf Restricted to Registered users only Download (183kB) |
|
Text
Eric Jarico_6662190149_03.pdf Restricted to Registered users only Download (158kB) |
|
Text
Eric Jarico_6662190149_04.pdf Restricted to Registered users only Download (313kB) |
|
Text
Eric Jarico_6662190149_05.pdf Restricted to Registered users only Download (47kB) |
|
Text
Eric Jarico_6662190149_Ref.pdf Restricted to Registered users only Download (34kB) |
|
Text
Eric Jarico_6662190149_Lamp.pdf Restricted to Registered users only Download (1MB) |
Abstract
Customer needs for various types of information and submission of complaints can be immediately served through customer care services, customer care services are centralized services to provide information and receive a complaint from customers. The company should be able to provide the best quality service to customers. But the fact is that some companies still receive customer complaints with a large amount. In providing the best service to customers, an effective communication strategy is needed to handle customer complaints. Therefore, Agent customer care operator PT. Sumber Alfaria Trijaya, Tbk implements a communication strategy in handling customer complaints. The purpose of this study is to determine the steps in planning the communication strategy of the customer care operator agent in handling customer complaints and knowing the supporting and inhibiting factors in implementing the steps of planning the communication strategy of the customer care operator agent. This study used qualitative descriptive research method. By collecting data through observation, in-depth interviews, and documentation. The result of this study is to describe the steps of communication strategy planning carried out by analyzing customer characteristics, then analyzing information related to complaints from customers, requesting and checking customer data, and delivering customer complaint handling solutions. Then the results of this study also describe the driving and inhibiting factors of communication strategy planning steps, including supporting factors from internal and external aspects. Then the inhibiting factors in terms of internal, external, semantic disorders, and technical disorders.
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Kebutuhan pelanggan akan berbagai jenis informasi dan penyampaian komplain dapat segera terlayani melalui layanan customer care, layanan customer care merupakan layanan terpusat untuk memberikan informasi dan menerima suatu pengaduan dari pelanggan. Semestinya perusahaan dapat memberikan kualitas pelayanan terbaik kepada pelanggan. Namun faktanya beberapa perusahaan masih menerima komplain pelanggan dengan jumlah yang tidak sedikit. Dalam memberikan pelayanan terbaik kepada pelanggan, diperlukan strategi komunikasi yang efektif untuk menangani komplain pelanggan. Oleh karena itu, Agent customer care operator PT. Sumber Alfaria Trijaya, Tbk menerapkan strategi komunikasi dalam menangani komplain pelanggan. Tujuan penelitian ini adalah untuk mengetahui langkah-langkah dalam perencanaan strategi komunikasi agent customer care operator dalam penanganan komplain pelanggan serta mengetahui faktor pendukung dan penghambat dalam menerapkan langkah-langkah perencanaan strategi komunikasi agent customer care operator. Penelitian ini menggunakan metode penelitian deskriptif kualitatif. Dengan mengumpulkan data melalui observasi, wawancara mendalam, dan dokumentasi. Hasil penelitian ini adalah mendeskripsikan langkah-langkah perencanaan strategi komunikasi yang dilakukan adalah dengan menganalisis karakteristik pelanggan, kemudian melakukan analisis informasi terkait komplain dari pelanggan, melakukan permohonan dan pengecekan data pelanggan, dan melakukan penyampaian solusi penanganan komplain pelanggan. Kemudian hasil penelitian ini juga mendeskripsikan faktor pendorong dan penghambat langkah-langkah perencanaan strategi komunikasi yang diantaranya adalah faktor pendukung dari segi internal dan eksternal. Kemudian faktor penghambat dari segi internal, eksternal, gangguan semantic, dan gangguan teknis. | |||||||||
| Uncontrolled Keywords: | Communication Strategy, Customer Care, PT. Sumber Alfaria Trijaya,Tbk, Complaint, Service Quality Strategi Komunikasi, Customer Care, PT. Sumber Alfaria Trijaya, Tbk, Komplain, Kualitas Pelayanan | |||||||||
| Subjects: | Communication > Communication (General) | |||||||||
| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik > 70201-Program Studi Ilmu Komunikasi 06-Fakultas Ilmu Sosial dan Ilmu Politik |
|||||||||
| Depositing User: | Eric Jarico Tjhai | |||||||||
| Date Deposited: | 20 Dec 2023 09:38 | |||||||||
| Last Modified: | 20 Dec 2023 09:38 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/31544 |
Actions (login required)
 |
View Item |