Fiereizza, Dara (2018) Kinerja Praktisi Public Relations dalam Menjalankan Kegiatan Customer Relations (Studi Pada Praktisi Public Relations Encroachment di Hotel Regent’s Park Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Praktisi Public Relations memiliki peran yang penting bagi perusahaan. Hal tersebut sesuai dengan sebuah survei yang telah diadakan oleh American Advertising Federation (AFF) mengenai 1.800 eksekutif bisnis. Dari hasil survei tersebut menunjukkan bahwa Public Relations menduduki peringkat nomer tiga dari 7 departemen yang ditanyakan. Pentingnya Public Relations dirasakan pula oleh perusahaan yang bergerak di pelayanan jasa yaitu hotel. Kehadiran Public Relations dalam industri perhotelan juga mulai dirasa penting dalam menghadapi persaingan di bidang pelayanan jasa saat ini dalam menghadapi customer maupun masyarakat. Salah satunya yakni dirasakan oleh Hotel Regent’s Park Malang. Dalam industri perhotelan dibutuhkan Public Relations yang excellent agar dapat menghasilkan kinerja yang excellent. Tetapi hal ini berbanding terbalik dengan apa yang didapatkan peneliti pada saat pra penelitian dari hasil pra penelitian peneliti menemukan masih banyak Hotel di Malang yang menempatkan seseorang yang tidak memiliki latar belakang pendidikan Public Relations sehingga hal tersebut menimbulkan adanya encroachment. Penelitian ini dilakukan guna untuk mengetahui bagaimana kinerja praktisi Public Relations encroachment di Hotel Regent’s Park Malang dalam melakukan kegiatan customer relations. Penelitian ini menggunakan jenis penelitian kualitatif deskriptif dengan teknik pengumpulan data wawancara mendalam dan dokumentasi serta menggunakan Teknik purposive sebagai teknik pemilihan informan yakni dengan kriteria tertentu. Dari Hasil penelitian ini di dapatkan bahwa Public Relations Encroachment di Hotel Regent’s Park malang memiliki kinerja yang dapat dikatakan baik karena ia dapat memenuhi kriteria dari perusahaan dalam penilaian kinerja yakni personality yang baik dan guest comment yang mendapatkan komentar positif dari customer
English Abstract
Having an important rule to interlace relations, American Advertising Federation (AFF) nominated Public Relations as the third of seventh substantial department in company based on the survey towards 1.800 executives business. Besides of cooperate company, Public Relations also needed in service provider company such as Hotel, to maintain decent relationships with visitors. This consequential role of Public Relations giving a hand of help towards Hotel to preserve ratings and customer relations, therefore the satisfaction of customer is easier to gain. With adequate backgrounds of communication, especially in public relations, practitioner of Public Relations are expected to conformable with the excellence theory to acquire the excellent performance. Nevertheless, there still lots of Public Relations department background didn't have adequate background in communication, based on preliminary research. Therefore, encroachment in Public Relations practitioner, raise the head. This paper designed to digs up performance of Public Relations encroachment practitioner in running customer relations activities in Hotel Regent’s Park Malang, using qualitative descriptive methods to explicate the performance more detail by conducting in-depth interviews and documentation as data collection techniques. The results show that Public Relations Encroachment Practitioner in Hotel Regent’s Park Malang are having decent performances and satisfy all the requirements criteria from company such as proper personality, and acquire guests satisfactory by positive comments
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIS/2018/674/051808664 |
| Uncontrolled Keywords: | Kinerja, Public relations, Encroachment dan Customer Relations performance, Public Relations, encroachment, and customer relations |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.3 Personnel management (human resource management) > 658.31 Elements of personnel management > 658.312 Conditions of employment, performance rating, utilization of personnel > 658.312 5 Performance rating (evaluation) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Komunikasi |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 09 May 2019 02:37 |
| Last Modified: | 11 Mar 2022 08:30 |
| URI: | http://repository.ub.ac.id/id/eprint/163802 |
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