AKTIVITAS PENANGANAN KELUHAN CUSTOMER DWIDAYA TOUR CABANG KARAWACI DI TANGERANG

KHOLIFAH, ANISA (2019) AKTIVITAS PENANGANAN KELUHAN CUSTOMER DWIDAYA TOUR CABANG KARAWACI DI TANGERANG. S1 thesis, Universitas Mercu Buana.

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Abstract

This research is titled “Activities Handling Customer Complaints Dwidaya tour Branch Karawaci in Tangerang” The purpose of this study is to find out the settlement of customer complaints from the perspective of a Travel Consultant to achieve a goal. The concept of this research is communication strategy, public relations and travel consultant. The focus of this research is an effort to find out and understand how communication strategies in handling customer complaints include communication planning and communication management. The method used in this study is descriptive qualitative. This research was conducted in the Dwidaya tour branch karawaci. Data collection techniques used are interviews, observation and literature study. The results of this study indicate that customer complaints handling activities used by the Karawaci branch tour guide in handling customer complaints, namely by cooperating with customers at the Karawaci branch tour customer, provide good service and always prioritize handling as soon as possible against cusomer complaints by responding to complaints and overcoming all problems. submitted by the customer based on his complaint. Keywords : Activities, Customer Relations, Strategy, Customer Complain Penelitian ini Berjudul “Aktivitas Penanganan Keluhan Customer Dwidaya Tour Cabang Karawaci di Tangerang”. Tujuan dari penelitian ini untuk mengetahui penyelesaian penanganan keluhan customer dari perspektif yang dilakukan Dwidaya tour Cabang Karawaci untuk mencapai suatu tujuan. Konsep dari penelitian ini adalah Strategi komunikasi, Public Relations dan Travel Consultant. Fokus penelitian ini adalah usaha untuk mengetahui dan memahami bagaimana strategi komunikasi dalam penanganan keluhan customer yang meliputi perencanaan komunikasi dan manajemen komunikasi. Metode yang digunakan dalam penelitian ini adalah deskriptif kualitatif, Penelitian ini dilakukan di Dwidaya tour Cabang Karawaci. Teknik pengumpulan data yang digunakan adalah wawancara, observasi dan studi pustaka. Hasil penelitian ini menunjukan bahwa aktivitas penanganan keluhan customer yang digunakan dwidaya tour cabang karawaci dalam penanganan keluhan customer yaitu dengan cara kooperatif kepada customer dwidaya tour cabang karawaci memberikan pelayanan yang baik dan senantiasa memprioritaskan penanganan sesegera mungkin terhadap keluhan cusomer dengan cara menanggapi keluhan serta mengatasi semua permasalahan yang diajukan pelanggan berdasarkan keluhannya. Kata Kunci : Aktivitas, Customer Relations, Strategi, Keluhan Customer

Item Type: Thesis (S1)
NIM: 44213120158
Uncontrolled Keywords: Aktivitas, Customer Relations, Strategi, Keluhan Customer
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 09 Apr 2019 07:45
Last Modified: 09 Apr 2019 07:45
URI: http://repository.mercubuana.ac.id/id/eprint/47452

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