WAHYUDI, RETNO (2020) STRATEGI CUSTOMER RELATIONS DALAM MEMPERTAHANKAN HUBUNGAN DENGAN PELANGGAN DI PT DWIMA TURANGGA PERKASA. S1 thesis, Universitas Mercu Buana.
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Abstract
Customer relations activities are a form of communication that companies make to their customers as a relationship, the relationship between the customer and the company. This research uses descriptive qualitative research methods. Data collection techniques used were in-depth and semi-structured interviews with speakers from Management and Employees and customers of PT Dwima Turangga Perkasa. The results showed that PT Dwima Turangga Perkasa used three main Customer Relations Strategies they are service recovery systems, effective complaint handling and good customer service. Keyword : customer relations, relationships, customers Kegiatan customer relations merupakan suatu bentuk jalinan komunikasi yang dilakukan perusahaan kepada pelanggannya sebagai sebuah hubungan, yaitu hubungan antara pelanggan dengan perusahaan. Demi mempertahankan hubungan baik dengan pelanggan dibutuhkan strategi customer relations yang tepat. Karena strategi customer relations diadakan untuk menjalin komunikasi antara perusahaan dengan pelanggannya. Adapun penelitian ini menggunakan metode penelitian deskriptif kualitatif. Teknik pengumpulan data yang digunakan adalah wawancara mendalam dan semi terstruktur bersama narasumber dari Manajemen dan Karyawan serta pelanggan PT Dwima Turangga Perkasa. Hasil penelitian menunjukan bahwa PT Dwima Turangga Perkasa menggunakan tiga Strategi utama Customer Relations yaitu sistem pemulihan layanan, penaganan komplain efektif dan good customer service. Kata kunci : customer relations, hubungan, pelanggan
| Item Type: | Thesis (S1) |
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| Call Number CD: | FK/PR. 20 066 |
| NIM/NIDN Creators: | 44214120012 |
| Uncontrolled Keywords: | customer relations, hubungan, pelanggan |
| Subjects: | 700 Arts/Seni, Seni Rupa, Kesenian > 790 Recreational and Performing Arts/Olah Raga dan Seni Pertunjukan > 794 Indoor Games of Skill/Permainan Ketangkasan dalam Ruangan 700 Arts/Seni, Seni Rupa, Kesenian > 790 Recreational and Performing Arts/Olah Raga dan Seni Pertunjukan > 794 Indoor Games of Skill/Permainan Ketangkasan dalam Ruangan > 794.1 Chess/Catur 700 Arts/Seni, Seni Rupa, Kesenian > 790 Recreational and Performing Arts/Olah Raga dan Seni Pertunjukan > 794 Indoor Games of Skill/Permainan Ketangkasan dalam Ruangan > 794.1 Chess/Catur > 794.12 Strategy and Tactics/Strategi |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | Dede Muksin Lubis |
| Date Deposited: | 22 Mar 2022 09:24 |
| Last Modified: | 08 Mar 2023 02:26 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/58586 |
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