Permadi, Agni Hikmah (2019) Aktivitas Humas Sebagai Fasilitator Komunikasi Dalam Menangani Keluhan Pelanggan Di Auto2000 HR Muhammad Surabaya. Undergraduate thesis, Untag 1945 Surabaya.
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Abstract
Automotive industry in Indonesia has experienced rapid development. The need for family transportation is one reason. The Low Cost Green Car LCGC program has made people's purchasing power to increase. Among the many ATPM (Brand Sole Agents) that produce cars in Indonesia, Toyota has become a market-leading brand. In Indonesia car products from Toyota are produced by PT. Toyota Astra Motor, which collaborates with several companies that are dealers of Toyota car sales and maintenance. One of them is Auto2000, which is currently the largest Toyota retailer in Indonesia, controlling around 42% of Toyota's total sales. Although Auto2000 became the highest-selling Toyota dealer, this did not make Auto2000 avoid customer complaints. Complaints arise from a dissatisfaction, a public relations officer must be able to capture it, communicate it to the company, so that solutions can be found for complaints. Researchers want to know how public relations activities are as communication facilitators in handling customer complaints at Auto2000. To increase the focus of this research, the researcher took one of the branches of Auto2000, namely Auto2000 HR Muhammad Surabaya, a branch with grade A and a branch that often received awards. The library study used is a symmetric two way model from Grunig. The research method uses a qualitative approach and descriptive type of research. The results of his research show that in the complaint handling process, HR Auto2000 Public Relations Surabaya Surabaya uses two-way communication, through direct channels, and produces solutions that are oriented towards mutual understanding. This is consistent with what is mentioned in the symmetric two way model proposed by Grunig.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Uncontrolled Keywords: | Automotive industry in Indonesia has experienced rapid development. The need for family transportation is one reason. The Low Cost Green Car LCGC program has made people's purchasing power to increase. Among the many ATPM (Brand Sole Agents) that produce cars in Indonesia, Toyota has become a market-leading brand. In Indonesia car products from Toyota are produced by PT. Toyota Astra Motor, which collaborates with several companies that are dealers of Toyota car sales and maintenance. One of them is Auto2000, which is currently the largest Toyota retailer in Indonesia, controlling around 42% of Toyota's total sales. Although Auto2000 became the highest-selling Toyota dealer, this did not make Auto2000 avoid customer complaints. Complaints arise from a dissatisfaction, a public relations officer must be able to capture it, communicate it to the company, so that solutions can be found for complaints. Researchers want to know how public relations activities are as communication facilitators in handling customer complaints at Auto2000. To increase the focus of this research, the researcher took one of the branches of Auto2000, namely Auto2000 HR Muhammad Surabaya, a branch with grade A and a branch that often received awards. The library study used is a symmetric two way model from Grunig. The research method uses a qualitative approach and descriptive type of research. The results of his research show that in the complaint handling process, HR Auto2000 Public Relations Surabaya Surabaya uses two-way communication, through direct channels, and produces solutions that are oriented towards mutual understanding. This is consistent with what is mentioned in the symmetric two way model proposed by Grunig. |
| Subjects: | Q Science > Q Science (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi |
| Depositing User: | Didik Ahmad |
| Date Deposited: | 07 Dec 2021 04:05 |
| Last Modified: | 07 Dec 2021 04:05 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/12802 |
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