STRATEGI KOMUNIKASI CUSTOMER SERVICE DALAM PENANGANAN KELUHAN NASABAH KREDIT PADA PT BPR SERANG KPO (PERSERODA)

Disty Amanda, Frisillia (2024) STRATEGI KOMUNIKASI CUSTOMER SERVICE DALAM PENANGANAN KELUHAN NASABAH KREDIT PADA PT BPR SERANG KPO (PERSERODA). S1 thesis, Universitas Sultan Ageng Tirtayasa.

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Abstract

Communication strategy is a guideline in communication planning and communication management to achieve specific goals. To achieve these goals, the communication strategy must be able to show how operational steps should be executed tactically, which means that the approach used may change at any time, depending on the situation and existing conditions. The researcher is interested in studying how the Customer Service Communication Strategy in Handling Credit Customer Complaints at PT BPR Serang KPO (Perseroda) works. The research approach used is a qualitative approach with the use of persuasive communication theory. Data collection techniques include interviews and observations. The research results explain that there are five stages: planning, management, and approach. The communication strategies used in handling complaints are openness, positive attitude, support, equality, and empathy.

Item Type:

Thesis (S1)

Contributors:

Contribution	Contributors	NIP/NIM
Thesis advisor	Fitriyah, Neka	197708112005012003

Additional Information:

Strategi komunikasi adalah pedoman dalam perencanaan komunikasi (communication planning) dan manajemen komunikasi (communications management) untuk mencapai tujuan tertentu. Untuk mencapai tujuan tersebut, strategi komunikasi harus mampu menunjukkan bagaimana langkah-langkah operasional harus dilaksanakan secara taktis, yang berarti pendekatan yang digunakan bisa berubah sewaktu-waktu, tergantung pada situasi dan kondisi yang ada. Peneliti tertarik untuk meneliti bagaimana Strategi Komunikasi Customer Service Dalam Penanganan Keluhan Nasabah Kredit Pada PT BPR Serang KPO (Perseroda). Pendekatan penelitian yang digunakan yaitu pendekatan kualitaitif dengan menggunakan teori komunikasi persuasif. Menggunakan teknik pengumpulan data wawancara dan observasi. Hasil penelitian menjelaskan bahwa ada lima tahap perencanaan, manajement, pendekatan. Dan strategi komunikasi yang dilakukan dalam penanganan keluhan ada lima yaitu keterbukaan, sikap positif, mendukung, kesetaraan, dan empati.

Uncontrolled Keywords:

Communication Strategy, Customer Service, Customers. Strategi Komunikasi, Customer Service, Nasabah.

Subjects:

Communication > Public Relations Science

Divisions:

06-Fakultas Ilmu Sosial dan Ilmu Politik > 70201-Program Studi Ilmu Komunikasi
06-Fakultas Ilmu Sosial dan Ilmu Politik

Depositing User:

Frisillia Disty Amanda

Date Deposited:

28 Feb 2025 02:43

Last Modified:

28 Feb 2025 02:43

URI:

http://eprints.untirta.ac.id/id/eprint/47253

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