AKTIVITAS CUSTOMER RELATIONS ANGKRINGAN CRYPTO COFFEE DALAM PELAYANAN PELANGGAN

FEBRIYANTO, IRFAN (2024) AKTIVITAS CUSTOMER RELATIONS ANGKRINGAN CRYPTO COFFEE DALAM PELAYANAN PELANGGAN. S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Coffee has become one of the very popular beverages all over the world. The Crypto Coffee Shop is one of the places that I want to be a subject of research because this coffee shop is very popular amongst the middle to the upper community. The Crypto Coffee Shop sometimes receives complaints and negative reviews from customers about the quality of the service. Required a PR role in this to know Customer Relationship Activities Crypto Coffee in Customer Service. This research aims to identify the Customer Relations (CR) activities carried out by Crypto Coffee in providing customer service. The research method used was participatory observations and in-depth interviews with Crypto Coffee's CR staff as well as frequent clients, with a constructivist paradigm. The data collected is analyzed using a qualitative approach. The subjects were studied on six informants, including three internal informants and three external informants. Research results showed that Crypto Coffee has three Customer Relationships activities including customer gaining, customer retention, and customer enhancement activities. To get customers Crypto Coffee runs activities such as social media promotion, service training, racking atmosphere, and customer relations program. To maintain customers Cripto Coffee Runs activities like customer service, product quality, personal relationships, and loyalty programs. To enhance customers Crypto Coffe runs community SDM activities, instagram social media content, influencer approach, and menu variations. Keywords: Customer Relations Activities, Customer Service. Kopi telah menjadi salah satu minuman yang sangat populer di seluruh dunia. Kedai kopi Angkringan Crypto adalah salah satu tempat yang ingin di jadikan subjek penelitian karena kedai kopi ini sangat terkenal di kalangan masyarakat menengah hingga ke atas. Kedai kopi Angkringan Crypto terkadang menerima keluhan dan ulasan negatif dari pelanggan mengenai kualitas pelayanan. Diperlukan peran PR dalam hal ini untuk mengetahui Aktivitas Customer Relations Angkringan Crypto Coffee Dalam Pelayanan Pelanggan. Penelitian ini bertujuan untuk mengetahui aktivitas Customer Relations (CR) yang dilakukan oleh Angkringan Crypto Coffee dalam memberikan pelayanan kepada pelanggan. Metode penelitian yang digunakan adalah observasi partisipatif dan wawancara mendalam dengan staff CR Angkringan Crypto Coffee serta pelanggan yang sering datang, dengan paradigma konstruktivisme. Data yang terkumpul dianalisis menggunakan pendekatan kualitatif. Subjek penelitian dilakukan kepada enam informan, diantaranya tiga informan internal dan tiga informan eksternal. Hasil penelitian menunjukkan Angkringan Crypto Coffee memiliki tiga aktivitas Customer Relations diantaranya aktivitas mendapatkan pelanggan, aktivitas mempertahankan pelanggan, aktivitas meningkatkan pelanggan. Untuk mendapatkan pelanggan Angkringan Crypto Coffee menjalankan aktivitas berupa promosi sosial media, pelatihan pelayanan, suasana angkringan, dan program customer relations. Untuk mempertahankan pelanggan Angkringan Crypto Coffee menjalankan aktivitas berupa pelayanan pelanggan, kualitas produk, hubungan personal, dan program loyalitas. Untuk meningkatkan pelanggan Angkringan Crypto Coffee menjalankan aktivitas berupa memanfaatkan SDM komunitas, konten sosial media instagram, pendekatan influencer, dan variasi menu. Kata Kunci: Aktivitas Customer Relations, Pelayanan Pelanggan.

Item Type:	Thesis (S1)
Call Number CD:	FK/PR. 24 014
Call Number:	SK/42/24/010
NIM/NIDN Creators:	44218110127
Uncontrolled Keywords:	Aktivitas Customer Relations, Pelayanan Pelanggan.
Subjects:	100 Philosophy and Psychology/Filsafat dan Psikologi > 130 Paranormals/Paranormal > 133 Parapsychology and Occultism/Parapsikologi dan Ilmu Ghaib > 133.3 Divinatory Arts/Kepercayaan Kepada Tahayul > 133.32 Fortune-Telling by Crystals and Stones; Dowsing; Fortune-Telling by Cards, Tea Leaves and Coffee Grounds, Oracles and Sibyls/Mencari Peruntungan Lewat Kristal dan Batu; Pencelupan; Mencari Peruntungan Lewat Kartu, Daun Teh and Kopi, Oracle and Siby 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 154 Subconscious and Altered States and Process/Psikologi Bawah Sadar > 154.2 The Subconscious/Alam Bawah Sadar > 154.24 Activities/Aktivitas 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal 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
Divisions:	Fakultas Ilmu Komunikasi > Hubungan Masyarakat
Depositing User:	khalimah
Date Deposited:	25 Jan 2024 07:25
Last Modified:	25 Jan 2024 07:25
URI:	http://repository.mercubuana.ac.id/id/eprint/85564

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