STRATEGI KOMUNIKASI PT.ANGKASA PURA II DALAM PENINGKATAN KUALITAS PELAYANAN PELANGGAN DI ERA DISRUPSI (Studi Kasus Airport Digital Lounge T3)

MARINA, DEBBY CHRISTYNA (2021) STRATEGI KOMUNIKASI PT.ANGKASA PURA II DALAM PENINGKATAN KUALITAS PELAYANAN PELANGGAN DI ERA DISRUPSI (Studi Kasus Airport Digital Lounge T3). S2-Magister thesis, Universitas Mercu Buana Jakarta.

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Abstract

Digitalization has a big impact on the development of the business world that has developed very rapidly now. The market becomes more widespread and unstoppable, opportunities or opportunities are always everywhere, but on the contrary the competition becomes increasingly fierce and difficult to predict. This situation makes the company to create a strategy that is more competitive in its business to be able to compete, sustainably survive where in the organization to achieve a goal must have a strategy. Strategy is one of the ways the company in order to achieve predetermined goals, strategies that will be made useful to support the achievement of targets and objectives. In communication also requires a strategy, This research was conducted to find out and describe the communication strategy of PT. Angkasa Pura II (Persero) Soekarno Hatta International Airport through the Communication Branch unit and the Airport Digital Lounge T3 unit in communicating digital facilities with the concept of i-MATE (millennial airport travel experience). This research uses a qualitative method with descriptive type, the case study approach is carried out with deep interviews with informants, field observations and uses primary and secondary data. The focus of his research is on how the communication strategy undertaken by PT. Angkasa Pura II (Persero) International Airport Soekarno Hatta in improving the quality of customer service at the Airport Digital Lounge T3 unit. The results of this study discuss communication strategies such as what has been done by PT. Angkasa Pura II (Persero) International Airport Soekarno Hatta in association with the findings of facts in the field. Keywords :Service Quality, Disruption Innovation, Digital (New Media), Millennial Digitalisasi membawa dampak yang besar bagi perkembangan dunia bisnis yang telah berkembang sangat pesat pada zaman sekarang. Pasar menjadi semakin luas tidak tebendung, kesempatan atau peluang selalu ada di mana-mana, namun sebaliknya persaingan menjadi semakin ketat dan sulit di prediksi. Keadaan ini membuat perusahaan untuk menciptakan suatu strategi yang lebih kompetitif dalam bisnisnya agar mampu bersaing, bertahan secara berkesinambungan dimana dalam organisasi untuk mencapai suatu tujuan harus memilik strategi.Strategi merupakan salah satu cara perusahaan agar dapat mencapai tujuan yang telah ditentukan sebelumnya, strategi-strategi yang akan dibuat berguna untuk mendukung tercapainya target dan tujuan.Dalam berkomunikasi juga membutuhkan strategi, strategi komunikasi pada hakikatnya adalah perencanaan (planning) dan manajemen (management) untuk mencapai tujuan. Penelitian ini di lakukan untuk mengetahui dan mendeskripsikan strategi komunikasi PT.Angkasa Pura II (Persero) Bandara International Soekarno Hatta melalui unit Communication Branch dan unit Airport Digital Lounge T3 dalam mengkomunikasikan fasilitas digital dengan konsep i-MATE (millenial airport travel experience ). Penelitian ini menggunakan metode kualitatif dengan tipe deskriptif, pendekatan studi kasus di lakukan dengan wawancara yang medalam kepada narasumber, observasi lapangan serta menggunakan data primer dan data sekunder.Fokus penelitiannya pada bagaimana strategi komunikasi yang dilakukan PT.Angkasa Pura II (Persero) Bandara International Soekarno Hatta dalam peningkatan kualitas pelayanan pelanggan di airport digital lounge T3. Hasil penelitian ini membahas mengenai strategi komunikasi seperti apa yang telah di lakukan PT.Angkasa Pura II (Persero) Bandara International Soekarno Hatta di kaitkan dengan temuan-temuan fakta yang ada di lapangan Kata Kunci : Kualitas Pelayanan, Inovasi Disrupsi, Digital ( New Media), Millenial

Item Type: Thesis (S2-Magister)
Call Number: TK/52/21/006
NIM: 55218110042
Uncontrolled Keywords: Kualitas Pelayanan, Inovasi Disrupsi, Digital ( New Media), Millenial
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.22 Kinds of Communication/Jenis-jenis Komunikasi
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.23 Media (Means of Communication)/Media (Sarana Komunikasi)
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi > 302.24 Content/Isi Komunikasi
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.84 Communications and Entertainment Media/Media Komunikasi dan Hiburan
Divisions: Pascasarjana > Magister Ilmu Komunikasi
Depositing User: Dede Muksin Lubis
Date Deposited: 13 Jan 2021 06:38
Last Modified: 16 Mar 2021 07:43
URI: http://repository.mercubuana.ac.id/id/eprint/59057

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