NOVIKA, WANDA (2020) CUSTOMER RELATIONS PT CITRA WAHANA TIRTA INDONESIA DALAM MENANGANI KELUHAN PELANGGAN DI ERA PANDEMI (Studi Kasus pada Februari-Juli 2020). S1 thesis, Universitas Mercu Buana.
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Abstract
The Covid-19 pandemic is an epidemic that globally occurs on an international scale and affects all aspects of life on Earth, especially tourism businesses and cross-border business trips. The results of an analysis from Dcode Economic and Financial Consulting (Dcode EFC), a financial institution from Cairo, Egypt states that companies engaged in the tourism sector, has the worst impacted during this pandemic. Moreover, the customer relationship management needs to be improved in order to maintain relationships with customers during the pandemic. Parasuraman states that the public relations processes are, research, planning, action and communication, and evaluation. In this study, researchers used qualitative methods and a case study to find out the result from the planning and implementation of complaint handling, the monitoring process, evaluation and its impact on the Pandemic era. The results of the study showed that the planning and implementation of complaint handling can change along with the conditions that occurred during the pandemic, in this case the verbal delivery of complaints to the relevant team is the most effective solution in handling customer complaints quickly and accurately. In addition, CWTI has tried its best to handle every customer complaint and maintain the quality of its services with responsiveness or responsiveness with rapid handling of complaints submitted by customers, and empathy in giving attention by informing matters related to Pandemic. Keywords: Customer Relations, Complaints, Pandemic. Pandemi Covid-19 adalah suatu wabah penyakit yang secara global terjadi pada skala internasional dan mempengaruhi seluruh aspek kehidupan di Bumi, khususnya bisnis pariwisata serta perjalanan bisnis lintas negara. Pernyataan tersebut diperparah dengan hasil analisa dari Dcode Economic and Financial Consulting (Dcode EFC), sebuah lembaga finansial dan keuangan asal Kairo, Mesir menyatakan bahwa perusahaan yang bergerak disektor pariwisata, dinilai mendapat sentimen negatif terparah pada masa pandemi ini. Tidak hanya itu, pengelolaan customer relations khususnya pada perusahaan dibidang jasa perlu ditingkatkan demi mempertahankan hubungan dengan pelanggan dalam masa pandemi. Cutlip dan Center menyusun empat proses public relations, diantaranya research (penelitian), planning (perencanaan), action and communication (aksi dan komunikasi), dan evaluation (evaluasi). Dalam penelitian ini peneliti menggunakan metode kualitatif serta dengan pendekatan secara studi kasus, untuk mengetahui lebih mendalam mulai dari perencanaan dan implementasi penanganan keluhan, proses monitoring yang dilakukan, evaluasi hingga dampak yang ditimbulkan di era Pandemi. Berdasarkan hasil penelitian menunjukan bahwa perencanaan dan implementasi penanganan keluhan dapat berubah seiring dengan kondisi yang terjadi dimasa pandemi, dalam hal ini penyampaian keluhan secara verbal kepada tim terkait merupakan solusi yang paling efektif dalam menangani keluhan pelanggan dengan cepat dan tepat. Disamping itu, CWTI telah berusaha dengan baik dalam menangani setiap keluhan pelanggannya dan mempertahankan kualitas pelayanannya dengan responsiveness atau daya tanggap dengan penanganan yang cepat atas keluhan yang disampaikan pelanggan, dan empathy dalam memberikan perhatian dengan menginformasikan hal-hal terkait Pandemi. Kata kunci: Customer Relations, Keluhan, Pandemi
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