PUTRI, LISTIA (2019) PENILAIAN KEPUASAN CLIENT TERHADAP SISTEM INTELLIGENCE MEDIA MANAGEMENT MILIK PT INDONESIA INDICATOR DALAM MANAJEMEN ISU. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Setiap organisasi rentan terhadap isu negatif yang datang tiba – tiba dan dapat menghancurkan reputasi yang telah dibangun susah payah dengan jangka waktu yang tidak sebentar untuk itu diperlukan sebuah manajemen isu. Untuk memantau pemberitaan media, tidak jarang humas suatu organisasi atau instansi pemerintahan melakukan media monitoring secara manual. Sedangkan di era digital, perkembangan pemberitaan media sangat cepat, organisasi tidak dapat fokus kepada beberapa media saja karena itu muncullah trend media monitoring dengan sistem yang canggih untuk melakukan manajemen isu salah satunya adalah Intelligence Media Managament milik PT Indonesia Indonesia Indicator. Penelitian yang dilakukan ini untuk mengetahui penilaian kepuasan klien PT Indonesia Indicator terhadap sistem Intelligence Media Managament dalam melakukan manajemen isu dengan menggunakan landasan teori kepuasan konsumen dari Philip Kotler dan Kevin Lane Keller. Penelitian ini menggunakan pendekatan kuantitatif dengan tipe penelitian deskriptif. Metode penelitian yang digunakan adalah metode survei dengan menggunakan instrumen pengisian kuesioner. Dari hasil analisis data yang telah dilakukan, diperoleh hasil bahwa penilaian humas pemerintahan daerah sebanyak 37,5% dan humas pemerintahan pusat sebanyak 62.5% keseluruhan bersikap positif atau menilai puas terhadap terhadap sistem Intelligence Media Managament milik PT Indonesia Indicator dalam manajemen isu. Penelitian ini menyimpulkan bahwa dari lima dimensi yang dominan adalah dimensi kualitas pelayanan dengan nilai rata – rata (mean) jawaban responden adalah 38.52%. Hal ini menunjukkan bahwa pelayanan tim IMM atau media analis lebih memuaskan dibandingkan sistem nya sendiri yakni IMM. Kata Kunci : penilaian kepuasan, media monitoring, manajemen isu http://digilib.mercubuana.ac.id/ vi Mercu Buana University Faculty of Communication Sciences Majoring Public Relations Listia Putri 44214120003 Client Satisfaction Assessment of Intellegence Media Management System Owned by PT Indonesia Indicator in Issue Management Number of Pages : xiii + 108 Pages + 12 Attachments Bibliography : 22 books (2000 – 2012) ; 5 Journals ; 4 internet sites ABSTRACT Every organization is susceptible to negative issues that come suddenly and can destroy a reputation that has been painstakingly built with a short period of time for it to require an issue of management. To monitor media coverage, it is not uncommon for public relations organizations or government agencies to do media monitoring manually. Whereas in the digital era, the development of media coverage was very fast, the organization could not focus on just a few media because it emerged the trend of media monitoring with a sophisticated system for managing issues, one of which was Intelligence Media Management owned by PT Indonesia Indonesia Indicator. This research was conducted to determine the client satisfaction assessment of PT Indonesia Indicator on the Intelligence Media Management system in managing issues using the theory of consumer satisfaction from Philip Kotler and Kevin Lane Keller. This study uses a quantitative approach with a descriptive research type. The research method used is the survey method using the questionnaire filling instrument. The results of the data analysis that has been done, the results show that 37.5% of local government public relations assessments and 62.5% of central government public relations all have a positive attitude or are satisfied with PT Indonesia Indicator's Intelligence Media Management system in issue management. This study concludes that from the five dominant dimensions is the dimension of service quality with the average value (mean) of the respondent's answer is 38.52%. This shows that the service of the IMM team or media analyst is more satisfying than the IMM system itself. Keywords:satisfaction assessment, media monitoring, issue management
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