Azman, Mohammad Khoirul (2020) Strategi Komunikasi Public Relations Dalam Menangani Keluhan Pelanggan Kantor Pos Indonesia Surabaya Selatan. Undergraduate thesis, Universitas 17 Agustus 1945.
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Abstract
Pos Indonesia adalah sebuah Badan Usaha Milik Negara yang bergerak dalam bidang jasa kurir, logistic dan transaksi keuangan. Sehingga suatu BUMN selayaknya memiliki Public Relations yang bagus dalam menangani keluhan pelanggan supaya eksistensi dan nama baik perusahaan tetap terjaga. Adapun Rumusan masalah dalam penelitian ini adalah bagaimana penerapan strategi komunikasi public relations dalam menangani keluhan pelanggan agar pelanggan merasa puas setelah melakukan berbagai keluhan. Lokasi penelitian yaitu kantor Pos Indonesia Surabaya Selatan yang beralamat dijalan Jemur Andayani No.75. Metode penelitian yang digunakan yaitu dengan pendekatan Deskriptif Kualitatif yang bertujuan supaya penelitian yang dilakukan bisa lebih mendalam serta bisa memahami permasalahan yang sebenarnya terjadi di lapangan. Dengan teknik pengumpulan data observasi, wawancara dan dokumentasi. Serta teknik analisa data reduksi data, penyajian data dan verifikasi data dengan menggunakan Versi Miles dan Huberman. Karena setiap permasalahan dan keluhan yang masuk kantor Pos Indonesia Surabaya Selatan dapat terselesaikan dengan baik sehingga pelanggan yang mengadukan keluhan kepada kantor Pos Indonesia Surabaya Selatan merasa puas atas pelayanan yang telah diberikan. Berdasarkan hasil penelitian ini peneliti merekomendasikan terhadap public relations kantor Pos Indonesia Surabaya Selatan hendaknya Pos Indonesia Surabaya Selatan melakukan sosialisasi terhadap penggunaan produk jasa layanan agar pelanggan mengerti dan tidak gampang menyampaikan keluhan apabila masalah yang dialami sepele.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Strategi Komunikasi, Public Relations, Kantor Pos Indonesia. |
| Subjects: | H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik |
| Depositing User: | 1151501315 m.khoirul azman |
| Date Deposited: | 07 Apr 2022 02:01 |
| Last Modified: | 07 Apr 2022 02:01 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/15494 |
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