IMPLEMENTASI CUSTOMER RELATIONS PT DIPO STAR FINANCE DALAM MENGATASI KELUHAN CUSTOMER MITSUBISHI X-PANDER (Studi Kasus di Head Office PT Dipo Star Finance, Senayan, Jakarta Pusat Periode April 2019)

MARLA, ULFIE BAVARIANTI (2020) IMPLEMENTASI CUSTOMER RELATIONS PT DIPO STAR FINANCE DALAM MENGATASI KELUHAN CUSTOMER MITSUBISHI X-PANDER (Studi Kasus di Head Office PT Dipo Star Finance, Senayan, Jakarta Pusat Periode April 2019). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

Menjalin hubungan yang baik dengan customer dianggap penting untuk menopang keberhasilan PT Dipo Star Finance dalam memberikan layanan dengan solusi tuntas kepada para customer khususnya dalam mengatasi berbagai keluhan. Dalam implementasi customer relations, seluruh karyawan di PT Dipo Star Finance menyediakan solusi yang cepat dan tepat kepada customer. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana implementasi customer relations dalam mengatasi keluhan customer Mitsubishi X-Pander. Teori yang digunakan dalam penelitian ini adalah teori yang dikemukakan oleh Dyche J dalam The Customer Relationship Management Handbook. Metode penelitian yang digunakan dalam penelitian ini adalah metode studi kasus dan sifat penelitian deskriptif dengan pendekatan kualitatif. Dimana teknik pengumpulan data melalui wawancara mendalam. Peneliti menyajikan gambaran dengan dokumentasi berupa foto dan transkip wawancara. Kesimpulan dari penelitian ini yaitu implementasi customer relations PT Dipo Star Finance telah dijalankan dengan baik sesuai dengan panduan dan arahan dari Kantor Pusat (Head Office) yang mengacu pada SOP (Standard Operating Procedure) dalam melayani dan memberikan solusi atas segala permasalahan dalam memenuhi kebutuhan para customer. Establishing good relationships with customers is considered important to sustain the success of PT Dipo Star Finance in providing services with complete solutions to customers, especially in dealing with various complaints. In implementing customer relations, all employees at PT Dipo Star Finance provide customers with a fast and appropriate solution. The purpose of this research is to find out how the implementation of customer relations in dealing with customer complaints Mitsubishi X-Pander. The theory used in this study is the theory put forward by Dyche J in The Customer Relationship Management Handbook. The research method used in this research is the case study method and the nature of descriptive research with a qualitative approach. Where data collection techniques through in-depth interviews. The researcher presents the picture with documentation in the form of photographs and interview transcripts. The conclusion of this research is the implementation of PT Dipo Star Finance's customer relations has been carried out properly in accordance with the guidelines and direction from the Head Office which refers to the SOP (Standard Operating Procedure) in serving and providing solutions to all problems in meeting the needs of customers . Keywords: customer, customer relations, customer complaints

Item Type: Thesis (S1-Sarjana)
NIM: 44215110086
Uncontrolled Keywords: customer, customer relations, customer complaints
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 650.1-650.9 Standard Subdivisions of Management, Public Relations, Business and Auxiliary Service/Subdivisi Standar Dari Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: Dede Muksin Lubis
Date Deposited: 10 Mar 2020 03:19
Last Modified: 10 Mar 2020 03:19
URI: http://repository.mercubuana.ac.id/id/eprint/55104

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