ARDIANTI, KRISTINA (2025) ANALISIS KOMUNIKASI INTERNAL CUSTOMER SERVICE OFFICER DALAM MENINGKATKAN PELAYANAN PRIMA DI PT TRI ENERGI BERKARYA. S1 thesis, Universitas Mercu Buana.
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Abstract
This study aims to analyze internal communication among customer service teams in enhancing service excellence at PT Tri Energi Berkarya, a growing electric vehicle charging solution provider in Indonesia. In service-based industries, customer service plays a critical role as the front line of the company in delivering optimal customer experiences. However, the customer service teams at PT Tri Energi Berkarya face challenges in internal communication due to the absence of a structured Standard Operating Procedure (SOP). This has resulted in interdepartmental miscommunication, delayed problem resolution, and inconsistent information delivery, ultimately affecting customer satisfaction. This research adopts a descriptive qualitative approach with a case study method. Data were collected through in-depth interviews with eight informants, including managers, public relations staff, four customer service divisions, and one customer. The analysis was guided by the A6 concept of service excellence, consisting of ability, attitude, appearance, attention, action, and accountability. The results of the study indicate that the aspects of attitude (friendliness) and ability (ability) are the most consistently applied by customer service officers in interacting with customers. Meanwhile, the aspects of action (speed), accountability (responsibility), and attention (attention to detail) are still less than optimal due to limited coordination between divisions and the absence of standard work guidelines. This study recommends the need for the preparation of structured SOPs and routine internal communication training to strengthen coordination and create more consistent excellent service. Keywords: internal communication, customer service, service excellence, SOP, A6. Penelitian ini bertujuan untuk menganalisis komunikasi internal customer service officer dalam meningkatkan pelayanan prima di PT Tri Energi Berkarya, sebuah perusahaan penyedia solusi pengisian daya kendaraan listrik yang tengah berkembang di Indonesia. Dalam industri jasa seperti ini, peran customer service sangat krusial sebagai ujung tombak perusahaan dalam memberikan pengalaman layanan yang optimal. Namun, dalam praktiknya, tim customer service officer PT Tri Energi Berkarya menghadapi berbagai kendala dalam komunikasi internal, terutama karena belum adanya Standar Operasional Prosedur (SOP) yang terstruktur. Hal ini menimbulkan miskomunikasi antar divisi, lambatnya penanganan keluhan pelanggan, hingga inkonsistensi informasi yang berdampak pada kepuasan pelanggan. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan metode studi kasus. Data dikumpulkan melalui wawancara mendalam terhadap delapan informan internal, yang terdiri dari manajer, public relations, dan empat divisi customer service officer, serta satu pelanggan. Analisis data dilakukan menggunakan pendekatan konsep A6 pelayanan prima yang mencakup ability, attitude, appearance, attention, action, dan accountability. Hasil penelitian menunjukkan bahwa aspek attitude (keramahan) dan ability (kemampuan) merupakan yang paling konsisten diterapkan oleh customer service officer dalam berinteraksi dengan pelanggan. Sementara itu, aspek action (kecepatan), accountability (tanggung jawab), dan attention (perhatian terhadap detail) masih kurang optimal karena terbatasnya koordinasi antar divisi dan tidak adanya panduan kerja yang baku. Penelitian ini merekomendasikan perlunya penyusunan SOP yang terstruktur serta pelatihan komunikasi internal secara rutin guna memperkuat koordinasi dan menciptakan pelayanan prima yang lebih konsisten. Kata Kunci: komunikasi internal, customer service, pelayanan prima, SOP, A6.
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