MANAJEMEN PENANGANAN KOMPLAIN UNIT GOLF CAR ASSISTANT BANDARA INTERNASIONAL SOEKARNO HATTA

MINDAYA, ALMA PEBRIANA (2023) MANAJEMEN PENANGANAN KOMPLAIN UNIT GOLF CAR ASSISTANT BANDARA INTERNASIONAL SOEKARNO HATTA. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Communication is important in today's era, communication is formed because of the process of exchanging information between one person to another. Every company will show communication internally and externally, in the world of communication services become the basic capital for good relations with customers. In this study, researchers examined how interpersonal communication between airport service users and the Golf Car Assistant Unit affects the success of messages that will be conveyed by airport service users. Communication management is generally understood as the process of coordinating interpretation or understanding through interaction between people. The ability to communicate in this interaction is influenced by the point of view of individual experience (field of experience) and the frame of mind understood by consumers. This study aims to find out how communication management occurs in the Soekarno Hatta International Airport Golf Car Assistant Unit. This research uses a qualitative case study approach methodology and is supported by the paradigm of post positivism. The data in this study was obtained through direct interviews with three people from the Golf Car Assistant Unit as the main informant and 2 airport service users as support and data documentation studies. The result of this study is to determine the Communication Management contained in the Soekarno Hatta International Airport Golf Car Assistant Unit using communication management elements, namely self, interpersonal, people in system and competance. Keywords : Management, Communication, Customer Complain, Service Komunikasi merupakan hal yang penting diera saat ini, komunikasi terbentuk kerena adanya proses pertukaran informasi antara satu orang kepada orang lain. Setiap perusahaan akan menunjukkan komunikasi secara internal dan juga ekternal, di dalam dunia pelayanan komunikasi menjadi modal dasar untuk terjadinya hubungan baik dengan pelanggan. Dalam penelitian ini peneliti meneliti bagaimana komunikasi antar pribdari antara pengguna jasa bandara dengan Unit Golf Car Assistant mempengaruhi kesuksesan pesan yang akan disampaikan pengguna jasa bandara. Manajemen komunikasi secara umum dipahami sebagai peroses mengordinasikan interpretasi atau pengertian melalui interaksi antar manusia. Kemampuan berkomunikasi dalam interaksi ini dipengaruhi oleh sudut pandang pengalaman individu (field of experiance) dan kerangka berpikir yang dipahami oleh konsumen. Penelitian ini bertujuan untuk mengetahui bagaimana manajemen komunikasi yang terjadi di dalam Unit Golf Car Assistant Bandara Internasional Soekarno Hatta. Penelitian ini menggunakan metodologi pendekatan kualitatif studi kasus serta didukung oleh paradigma post positivisme. Data pada penelitian ini diperoleh melalui wawancara langsung dengan tiga orang dari pihak Unit Golf Car Assistant sebagai informan utama dan 2 orang pengguna jasa bandara sebagai pendukung serta studi dokumentasi data. Hasil penelitian ini adalah untuk mengetahui Manajemen Komunikasi yang terdapat didalam Unit Golf Car Assistant Bandara Internasional Soekarno Hatta menggunakan elemen-elemen manajemen komunikasi yakni self, interpersonal, people in system dan competance. Kata Kunci : Manajemen, Komunikasi, Keluhan Pelanggan, Pelayanan

Item Type: Thesis (S1)
Call Number CD: FK/PR. 23 135
Call Number: SK/42/23/082
NIM/NIDN Creators: 44218120011
Uncontrolled Keywords: Manajemen, Komunikasi, Keluhan Pelanggan, Pelayanan
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 > 659.2 Public Relations/Hubungan Masyarakat
Divisions: Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User: ADELINA HASNA SETIAWATI
Date Deposited: 19 Oct 2023 06:27
Last Modified: 19 Oct 2023 06:27
URI: http://repository.mercubuana.ac.id/id/eprint/81713

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