Fidelia, Diona (2017) Manajemen Handling Complaint Produk Indihome 3Play Plasa Telkom Sidoarjo. Sarjana thesis, Universitas Brawijaya.
Abstract
Skripsi ini membahas tentang bagaimana proses manajemen handling complaint produk Indihome 3Play di Plasa Telkom Sidoarjo. Peneliti ingin mengetahui bagaimana proses handling complaint yang dilakukan seluruh pihak Plasa Telkom mulai dari front liner, hingga pegawai tetap PT Telkom dan juga bagaimana pendapat pelanggan berkaitan dengan handling complaint yang diterima. Penerapan manajemen handling complaint Plasa Telkom Sidoarjo di deskripsikan berdasarkan empat aspek handling complaint milik Tjiptono (2011), a) Empati terhadap pelanggan, b) Kecepatan dalam penanganan keluhan, c) Kesesuaian dan keadilan dalam memecahkan masalah, d) Kemudahan bagi pelanggan untuk menghubungi perusahaan. Paradigma yang digunakan dalam penelitian ini adalah paradigma interpretif, sedangkan metode penelitian yang digunakan adalah kualitatif deskriptif. Informan terdiri dari karyawan Plasa Telkom Sidoarjo dan pelanggan produk Indihome. Diketahui bahwa complaint yang banyak disampaikan pelanggan berkaitan dengan produk after sales. Pelanggan dapat menyampaikan complaint secara langsung dan tidak langsung menggunakan tiga saluran yang telah disediakan, call center 147, customer care Plasa, dan juga aplikasi MyIndihome. Hasil penelitian menunjukkan jika terdapat kesenjangan antara persepsi karyawan dan pelanggan mengenai penerapan handling complaint di Plasa Telkom Sidoarjo.
English Abstract
This thesis discusses about how the process of handling complaints management product Indihome 3Play in Plasa Telkom Sidoarjo. Researchers want to know how the process of handling complaints made by all parties from the Plasa Telkom from front liner, to permanent employees of PT Telkom and also how the opinion of customers related to the handling of complaints they received. The implementation of the management of complaints handling of Plasa Telkom Sidoarjo is described based on four aspects of Tjiptono's complaint handling (2011) a) Empathy towards customers, b) Speed in handling complaints, c) Conformity and equity in solving problems, d) Convenience for customers to contact companies . The paradigm used in this research is interpretive paradigm, while the research method used is qualitative descriptive. Informants consist of employees of Plasa Telkom Sidoarjo and Indihome product customers. It is known that the complaint that many customers delivered with regard to after sales products. Customers can submit complaint directly and indirectly using three provided channels, call center 147, customer care Plasa, and also MyIndihome application. The results show if there is a gap between the perceptions of employees and customers regarding the application of complaint handling in Plasa Telkom Sidoarjo.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIS/2018/132/051802589 |
| Uncontrolled Keywords: | handling complaint, pelanggan, keluhan.Indihome, PT. Telkom |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 15 May 2018 01:26 |
| Last Modified: | 18 Oct 2021 04:28 |
| URI: | http://repository.ub.ac.id/id/eprint/10518 |
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1. BAGIAN DEPAN.pdf Download (918kB) | Preview |
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3. BAB II.pdf Download (609kB) | Preview |
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2. BAB I.pdf Download (379kB) | Preview |
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4. BAB III.pdf Download (221kB) | Preview |
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5. BAB IV.pdf Download (1MB) | Preview |
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6. BAB V.pdf Download (1MB) | Preview |
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7. DAFTAR PUSTAKA.pdf Download (163kB) | Preview |
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8. LAMPIRAN.pdf Download (1MB) | Preview |
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