Rahmawati, Dian (2025) Strategi Manajemen Reputasi BCA Multifinance Dalam Membangun Kepercayaan Konsumen Terkait Isu Penarikan Paksa. (BCA Multifinance Reputation Management Strategy in Building Consumer Trust Regarding Forced Withdrawal Issues). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This research aims to answer the research question: how is BCA Multifinance's reputation management strategy in building consumer trust related to the issue of forced withdrawals? This research uses a descriptive qualitative approach. The data collection technique used in this research is the interview method. In this study, the analysis techniques used were Data Reduction, Data Presentation, Conclusion Drawing/Verification. Based on the analysis using the Reputation Management Strategy theory from Dowling, (2004), the results of this study show that BCA Multifinance has successfully implemented a comprehensive reputation management strategy in dealing with the issue of forced withdrawals, which focuses not only on solving the problem but also on restoring and improving long term reputation. This strategy is effective because it integrates critical aspects of reputation management that are often used in the industry, such as increased transparency, proactive communication, consumer education, and internal adjustments to feedback and criticism. Through this approach, BCA Multifinance not only improves its image but also strengthens relationships with customers, which is key in building long-term customer trust and loyalty.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Reputation Management, Consumer Trust, Forced Withdrawal |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Magister Ilmu Komunikasi |
| Depositing User: | 1152000280 Dian Rahmawati |
| Date Deposited: | 23 Mar 2002 16:48 |
| Last Modified: | 23 Mar 2002 16:48 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/36345 |
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