PERAN CUSTOMER RELATIONS PT. SARI COFFEE INDONESIA DALAM MENANGANI KELUHAN PELANGGAN (Studi Kasus: Terkait Keluhan Sistem Starbucks Card yang error di Starbucks JIEXPO Kemayoran)

ISHWARA, INDRA (2019) PERAN CUSTOMER RELATIONS PT. SARI COFFEE INDONESIA DALAM MENANGANI KELUHAN PELANGGAN (Studi Kasus: Terkait Keluhan Sistem Starbucks Card yang error di Starbucks JIEXPO Kemayoran). S1 thesis, Universitas Mercu Buana Jakarta.

[img]
Preview
Text (HAL COVER)
1 COVER.pdf

Download (111kB) | Preview
[img]
Preview
Text (ABSTRAK)
2 ABSTRAK.pdf

Download (117kB) | Preview
[img]
Preview
Text (LEMBAR PERNYATAAN)
3 LEMBAR PERNYATAAN.pdf

Download (152kB) | Preview
[img]
Preview
Text (LEMBAR PENGESAHAN)
4 LEMBAR PENGESAHAN.pdf

Download (101kB) | Preview
[img]
Preview
Text (KATA PENGANTAR)
5 KATA PENGANTAR.pdf

Download (25kB) | Preview
[img]
Preview
Text (DAFTAR ISI)
6 DAFTAR ISI.pdf

Download (36kB) | Preview
[img]
Preview
Text (DAFTAR TABEL)
7 DAFTAR TABEL DAN GAMBAR.pdf

Download (24kB) | Preview
[img] Text (BAB I)
9 BAB I.pdf
Restricted to Registered users only

Download (195kB)
[img] Text (BAB II)
10 BAB II.pdf
Restricted to Registered users only

Download (489kB)
[img] Text (BAB III)
11 BAB III.pdf
Restricted to Registered users only

Download (186kB)
[img] Text (BAB V)
13 BAB V.pdf
Restricted to Registered users only

Download (103kB)
[img] Text (BAB IV)
12 BAB IV.pdf
Restricted to Registered users only

Download (371kB)
[img] Text (DAFTAR PUSTAKA)
14 DAFTAR PUSTAKA.pdf
Restricted to Registered users only

Download (36kB)
[img] Text (LAMPIRAN)
8 LAMPIRAN.pdf
Restricted to Registered users only

Download (100kB)

Abstract

PT. Sari Coffee Indonesia, Starbucks Coffee is the largest coffee shop company in Indonesia which has more than 300 branches both in the city and outside the city. PT. SCI issues member cards, namely Starbucks cards to make it easier for customers to make transactions at Starbucks. There was a problem that occurred at Starbucks JIEXPO Kemayoran, namely the Starbucks card system that had an error, so that customer relations with PT. SCI is not good enough. Starbucks card system this error occurs when a customer wants to use it for payment purposes but when swiped it can't. To solve this problem, the role of customer relations at PT. SCI handles complaints so that there are no more complaints from customers regarding the starbucks card error. The focus of research in this study is how the role of customer relations at PT. Sari Coffee Indonesia in handling customer complaints when a system error occurs at the Starbucks card when the customer wants to use it? The purpose of this research is to find out the role of customer relations Sari Coffee Indonesia in handling customer complaints related to complaints about starbucks card errors. In this study the author uses the concept of management of public relations which consists of customer relations theory with dimensions of confidence, high discipline, ownership and loyalty, attitude and self-appearance, dedication, communicative, customer relations and service excellence, willing to corporate. This study uses a qualitative approach with the type of descriptive research research. The research method used is a case study by conducting in-depth interviews with related sources. The results of this study discuss the role of customer relations at PT. Sari Coffee Indonesia in handling customer complaints. From the results of interviews with sources, it can be concluded that the elements of Confidence, High Discipline, Loyalty, Attitude & Appearance, Dedication, Communicative, Service Exellent, corporate Willing to employees can add value in handling customer complaints. This study concluded that PT Sari coffee Indonesia's role in the complaints handling program had been carried out in accordance with the right planning and implementation. By carrying out the role of customer relations, it can reduce the level of complaints that occur at Starbucks JIEXPO kemayoran. By applying self-confidence, high discipline, belonging and loyalty, attitude and self-appearance, dedication, communication, service excellent, and corporate willingness, all complaints can be minimized so that they can build better relationships between the company and its customers. Keywords: Customer Relations, Customer Complaints, Public Relations Management. PT. Sari Coffee Indonesia, Starbucks Coffee merupakan perusahaan kedai kopi terbesar di Indonesia yang memiliki lebih dari 300 cabang baik di dalam kota maupun luar kota. PT. SCI mengeluarkan member card yaitu starbucks card untuk mempermudah pelanggan dalam melakukan transaksi di starbucks. Terdapat masalah yang terjadi di Starbucks JIEXPO Kemayoran yaitu sistem Starbucks card yang error, sehingga hubungan pelanggan dengan PT. SCI menjadi kurang baik. Sistem starbucks card yang error ini terjadi saat pelanggan ingin menggunakannya untuk keperluan payment namun ketika di swipe tidak bisa. Untuk menyelesaikan masalah tersebut dibutuhkan peran customer relations PT. SCI dalam menangani keluhan agar tidak ada lagi keluhan dari pelanggan terkait sistem starbucks card yang error. Fokus Penelitian dalam penelitian ini bagaimana peran customer relations PT. Sari Coffee Indonesia dalam menangani keluhan pelanggan saat terjadi sistem error pada starbucks card ketika pelanggan ingin mengguunakannya? Tujuan penelitian ini untuk mengetahui peran customer relations PT. Sari Coffee Indonesia dalam menangani keluhan pelanggan terkait keluhan sistem starbucks card yang error. Dalam penelitian ini penulis menggunakan konsep manajemen public relations yang terdiri dari teori customer relations dengan dimensi percaya diri, disiplin tinggi, rasa memiliki dan loyalitas, sikap dan penampilan diri, dedikasi, komunikatif, customer relations and service excellence, willing to coorporate. Penelitian ini menggunakan pendekatan kualitatif dengan tipe penelitian penelitian deskriptif, Metode penelitian yang digunakan adalah studi kasus dengan melakukan wawancara mendalam kepada narasumber terkait. Hasil penelitian ini membahas mengenai peran customer relations PT. Sari Coffee Indonesia dalam menangani keluhan pelanggan. Dari hasil wawancara dengan narasumber, dapat ditarik kesimpulan bahwa unsur Percaya Diri, Disiplin tinggi, Loyalitas, Sikap & Penampilan diri, Dedikasi, Komunikatif, Service Exellent, Willing corporate pada karyawan dapat menambah value dalam menangani keluhan pelanggan. Penelitian ini menyimpulkan bahwa peran sudah dijalan PT Sari coffee Indonesia dalam program penanganan keluhan sudah berjalan sesuai dengan perencanaan dan implementasi yang tepat. Dengan menjalankan peranan customer relations maka dapat mengurangi tingkat keluhan yang terjadi di Starbucks JIEXPO kemayoran. Dengan menerapkan percaya diri, disiplin tinggi, rasa memiliki dan loyalitas, sikap dan penampilan diri, dedikasi, komunikatf, service excellent, dan willing corporate maka semua keluhan dapat diminimalisir sehingga mampu membangun hubungan yang lebih baik lagi diantara perusahaan dan pelanggannya. Kata kunci : Customer Relations, Keluhan Pelanggan, Manajemen Public Relations.

Item Type: Thesis (S1)
Call Number CD: FK/PR. 19 167
Call Number: SK/42/19/059
NIM: 44215120115
Uncontrolled Keywords: Customer Relations, Keluhan Pelanggan, Manajemen Public Relations.
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 070 Documentary Media, Educational Media, News Media, Journalism, Publishing/Media Dokumenter, Media Pendidikan, Media Berita, Jurnalisme, Penerbitan > 070.1-070.9 Standard Subdivisions of Documentary Media, Educational Media, News Media, Journalism, Publishing/Subdivisi Standar Dari Media Dokumenter, Media Pendidikan, Media Berita, Jurnalisme, Penerbitan > 070.4 Journalism/Jurnalisme, Jurnalistik, Pers > 070.48 Journalism Directed to Special Groups/Jurnalistik Disutradarai oleh Kelompok Khusus > 070.486 Occupational and Employee Groups/Kelompok Kerja dan Karyawan
100 Philosophy and Psychology/Filsafat dan Psikologi > 170 Ethics, Moral Philosophy/Etika, Filsafat Moral > 174 Occupational Ethics/Etika Jabatan, Etika Profesi > 174.1 Clergy/Etika Karyawan
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 331 Labor Economics/Ekonomi Perburuhan > 331.2 Conditions of Employment/Kondisi Buruh, Kondisi Pekerja, Kondisi Pegawai, Kondisi Karyawan
600 Technology/Teknologi > 640 Home Economic and Family Living Management/Kesejahteraan Rumah Tangga dan Manajemen Kehidupan Keluarga > 647 Management Housekeeping/Pengaturan Pekerjaan Rumah Tangga > 647.6 Employee Hours and Duties/Jam dan Tugas Karyawan
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 26 Aug 2019 03:05
Last Modified: 23 Oct 2019 07:10
URI: http://repository.mercubuana.ac.id/id/eprint/50123

Actions (login required)

View Item View Item