Peran Humas Dalam Menangani Pengaduan Pelanggan Sebagai Upaya Peningkatan Kualitas Layanan Di Perumda Delta Tirta Kabupaten Sidoarjo. (The Role of Public Relations in Supporting Customer Complaints as an Effort to Improve Service Quality at Perumda Delta Tirta Sidoarjo Regency).

Al Rifqi, Mufid Gilang (2026) Peran Humas Dalam Menangani Pengaduan Pelanggan Sebagai Upaya Peningkatan Kualitas Layanan Di Perumda Delta Tirta Kabupaten Sidoarjo. (The Role of Public Relations in Supporting Customer Complaints as an Effort to Improve Service Quality at Perumda Delta Tirta Sidoarjo Regency). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This research was motivated by numerous public complaints regarding clean water services, submitted through social media, Google Maps reviews, and direct customer complaints. This study aims to determine the role of public relations at Perumda Delta Tirta, Sidoarjo Regency, in handling customer complaints and the efforts made to improve service quality and maintain the company's image. The research employed a descriptive approach with qualitative methods. Data collection was conducted through in-depth interviews, observation, and documentation. The research analysis utilized the Four-Step Public Relations Process theory by Cutlip, Center, and Broom, which encompasses the stages of fact finding, planning and programming, action and communication, and evaluation. The research results show that the public relations department of Perumda Delta Tirta, Sidoarjo Regency, has carried out its role by identifying various customer complaints received through various communication channels. Furthermore, public relations coordinates with relevant departments to develop appropriate handling steps. At the action and communication stage, public relations plays a role in providing information to customers, answering questions, and communicating progress on complaint handling. Furthermore, public relations also utilizes digital media as a faster and more effective means of communication with the public.

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