ANALISIS PERAN CUSTOMER RELATIONS DALAM MENINGKATKAN CITRA PT. ASURANSI UMUM BUMIPUTERA MUDA 1967, CABANG KELAPA GADING - JAKARTA UTARA

UYUN, DWI SIDDATUL (2020) ANALISIS PERAN CUSTOMER RELATIONS DALAM MENINGKATKAN CITRA PT. ASURANSI UMUM BUMIPUTERA MUDA 1967, CABANG KELAPA GADING - JAKARTA UTARA. S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

Implementing a good customer relations role has a close relationship with customer satisfaction. Quality of service will provide an encouragement to customers to establish a strong bond with the insurance company. In the long term, this bond enables insurance to carefully understand the expectations and needs of customers. PT. Asuransi Umum Bumiputera Muda 1967, Cabang Kelapa Gading - Jakarta Utara has provided excellent service to the field of customer service that has good communication competence to be able to compete in the insurance service industry. This research is included in the category of current image, namely the image is a good impression obtained from others about the company / organization or other matters relating to its products. The concepts used in this research are marketing communication, public relations, customer relations, and corporate image. These concepts help researchers analyze the research conducted. This type of research used in this research is descriptive with a qualitative approach. The method used is a descriptive qualitative study by conducting in-depth interviews with informants. The method used is a descriptive qualitative study by conducting in-depth interviews with informants. Where the speakers are 1 Human Resources Dept., 1 customer service, 1 customer insurance bumida, and 1 prospective customer insurance bumida. Based on the results of research that customers already feel quite comfortable and satisfied with the services provided by customer relations. And customer relations has been able to provide fast and responsive services so that customers come back and recommend to family or friends so that it can conclude the services provided customer relations can improve the company's image at PT. General Insurance for Bumiputera Muda 1967, Kelapa Gading Branch - North Jakarta. Keywords: Role of Customer Relations + ImagePelaksanaan peran customer relations yang baik memiliki hubungan yang erat dengan kepuasan nasabah. Kualitas pelayanan akan memberikan suatu dorongan kepada nasabah untuk menjalin ikatan yang kuat dengan pihak asuransi. Dalam jangka panjang ikatan ini memungkinkan asuransi untuk memahami dengan seksama harapan serta kebutuhan nasabah. PT. Asuransi Umum Bumiputera Muda 1967, Cabang Kelapa Gading – Jakarta Utara telah memberikan service excellent kepada bidang jasa customer service yang memiliki kompetensi komunikasi yang baik untuk dapat bersaing di industri jasa asuransi. Penelitian ini termasuk dalam kategori citra kini (current image), yaitu citra merupakan kesan yang baik diperoleh dari orang lain tentang perusahaan/organisasi atau hal yang lain berkaitan dengan produknya. Konsep yang digunakan dalam penelitian ini yaitu komunikasi pemasaran, public relation, customer relations, dan citra perusahaan. Konsep–konsep tersebut yang membantu peneliti menganalisa penelitian yang dilakukan. Tipe penelitian yang digunakan dalam penelitian ini adalah deskriptif dengan pendekatan kualitatif. Metode yang digunakan adalah studi deskriptif kualitatif dengan melakukan wawancara mendalam kepada narasumber. Dimana narasumbernya adalah 1 orang Human Resources Dept, 1 orang customer service, 1 orang nasabah asuransi bumida, dan 1 orang calon nasabah asuransi bumida. Berdasarkan hasil penelitian bahwa nasabah sudah merasa cukup nyaman dan puas dengan pelayanan yang diberikan oleh customer relations. Dan customer relations sudah mampu memberikan pelayanan yang cepat dan tanggap sehingga nasabah datang kembali dan merekomendasikan kepada keluarga atau teman dengan demikian dapat simpulkan pelayanan yang diberikan customer relations dapat meningkatkan citra perusahaan di PT. Asuransi Umum Bumiputera Muda 1967, Cabang Kelapa Gading – Jakarta Utara. Kata Kunci: Peran Customer Relations+Citra

Item Type: Thesis (S1-Sarjana)
NIM: 44214120112
Uncontrolled Keywords: Peran Customer Relations+Citra
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.5 Liability Insurance/Jaminan Asuransi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.6 Glass Insurance/Kaca Asuransi
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.8 Other Casualty Insurance/Asuransi Jiwa Lainnya
300 Social Science/Ilmu-ilmu Sosial > 360 Social Problems and Services/Permasalahan dan Kesejahteraan Sosial > 368 Insurance/Asuransi > 368.9 Insurance by Specific Localities/Asuransi di Lokasi Tertentu
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 26 Feb 2020 05:33
Last Modified: 26 Feb 2020 05:33
URI: http://repository.mercubuana.ac.id/id/eprint/54881

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