Strategi Komunikasi Customer Relations dalam Penanganan Handling Complain Terkait Media Customer Care di Rumah Sakit Bunda Sidoarjo. (Customer Relations Communication Strategy in Handling Complaints Related to Media Customer Care at Bunda Sidoarjo Hospital).

Novianti, Titik Dwi (2023) Strategi Komunikasi Customer Relations dalam Penanganan Handling Complain Terkait Media Customer Care di Rumah Sakit Bunda Sidoarjo. (Customer Relations Communication Strategy in Handling Complaints Related to Media Customer Care at Bunda Sidoarjo Hospital). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

In an effort to build good relationships with customers, companies need to pay attention to customer needs and understand the long-term benefits that can be created if a good relationship is maintained. Therefore, it requires the participation and contribution of all parts of the company's organizational structure to build good relationships with customers. This study aims to analyze Customer Relations communication strategies in handling complaints regarding the use of the "Mobile JKN" application at Bunda Sidoarjo Hospital. This application is one of the government's efforts to provide easier access to National Health Insurance (JKN) participants in accessing health services. In this study the concept of customer relations is used which includes media customer relations, planning and implementation of customer relations, as well as the evaluation stage carried out to create customer satisfaction. The research method used is a qualitative descriptive approach by collecting data through in-depth interviews with related parties at Bunda Sidoarjo Hospital. The results of the study show that Bunda Sidoarjo Hospital has implemented various Customer Relations communication strategies in handling complaints regarding the "Mobile JKN" application. This communication strategy includes the use of various customer relations media such as social media, Google Business and direct message services to interact with customers. In conclusion, this research is important for hospitals to implement appropriate communication strategies to handle complaints quickly, effectively, and maintain good relations between hospitals and customers. Keywords: Customer Relations, Handling complaints, Bunda Sidoarjo Hospital, Mobile JKN.

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