KEGIATAN CUSTOMER RELATIONS HOTEL SAMALA JAKARTA BARAT DALAM UPAYA MEMBANGUN CITRA PERUSAHAAN

NURHIDAYAH, DEWI AYUNI (2020) KEGIATAN CUSTOMER RELATIONS HOTEL SAMALA JAKARTA BARAT DALAM UPAYA MEMBANGUN CITRA PERUSAHAAN. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Customer relations for customers is a very important part for build a positive image in the eyes of customers. Hotel Samala West Jakarta was established in 2017 and carries out customer relations activities in an effort to build a corporate image. This study aims to obtain an overview of the implementation and obstacles of customer relations activities at the Hotel Samala West Jakarta. This study uses qualitative methods with descriptive research type. The research method used was a case study by conducting in-depth interviews with informants. The results of this study discuss activities customer relations at the Hotel Samala West Jakarta conducted by the division customer relations and marketing communications. Thus the researchers were able to obtain any activities carried out at the Hotel Samala in West Jakarta in building a corporate image. This study concludes that activities customer relations carried out by the Hotel Samala in West Jakarta have a major influence to build a positive image of Hotel Samala West Jakarta through good service quality in the eyes of customers of the Hotel Samala West Jakarta. Keywords: Customer, Customer Relations, Hotels, Citra Customer relations untuk pelanggan merupakan bagian yang sangat penting untuk membangun citra positif di mata pelanggan. Hotel Samala Jakarta Barat berdiri sejak tahun 2017 dan melaksanakan kegiatan customer relations sebagai upaya mempromosikan dan membangun citra perusahaan. Penelitian ini bertujuan untuk memperoleh gambaran pelaksanaan dan hambatan dari kegiatan customer relations di Hotel Samala Jakarta Barat. Penelitian ini menggunakan metode kualitatif dengan tipe penelitian deskriptif. Metode penelitian yang digunakan adalah studi kasus dengan melakukan wawancara mendalam kepada narasumber. Hasil penelitian ini membahas kegiatan customer relations di Hotel Samala Jakarta Barat yang dilakukan oleh divisi customer relations dan marketing communications. Dengan demikian peneliti mampu memperoleh kegiatan apa saja yang dilakukan Hotel Samala Jakarta Barat dalam membangun citra perusahaan. Penelitian ini menyimpulkan bahwa kegiatan customer relations di Hotel Samala Jakarta Barat dalam membangun citra perusahaan yaitu memiliki tiga program antara lain consumer informations, handling complain, dan pengelolaan sosial media. Kata Kunci: Customer, Customer Relations, Hotel, Citra

Item Type:	Thesis (S1)
Call Number CD:	FK/PR. 20 144
NIM/NIDN Creators:	44216010130
Uncontrolled Keywords:	Customer, Customer Relations, Hotel, Citra
Subjects:	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:	CALVIN PRASETYO
Date Deposited:	25 Mar 2023 02:33
Last Modified:	25 Mar 2023 02:33
URI:	http://repository.mercubuana.ac.id/id/eprint/75446

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