Budi Rachmawati, Anisah and Iwik Pratiwi, S.pd (2023) Complaint Handling Procedure And Strategy By Pt. Merpati Maintenance Facility Surabaya. Diploma thesis, Universitas Brawijaya.
Abstract
Projek ini bertujuan untuk melaporkan prosedur dan strategi penanganan keluhan yang diterapkan oleh PT. Fasilitas Pemeliharaan Merpati. Teknik pengumpulan data yang digunakan dalam projek ini adalah wawancara dan observasi. Dari hasil projek diketahui bahwa PT. Merpati Maintenance Facility adalah perusahaan yang bergerak di bidang perbaikan, perawatan, dan jual beli komponen/suku cadang pesawat terbang. Departemen Komersial memainkan peran penting dalam menangani keluhan. Pelanggan dapat menyampaikan keluhannya ke Departemen Komersial melalui fom khusus, surat formal, telepon, WhatsApp, email, atau aplikasi messenger lainnya, yang kemudian akan diproses secara resmi. Selain itu, melalui projek ini diketahui prosedur dan strategi penanganan keluhan PT. Merpati Maintenance Facility diketegorikan baik.
English Abstract
This project aims to report the complaints-handling procedure and strategy implemented by PT. Merpati Maintenance Facility. Data collection techniques used in this project are interviews and observation. From the project results it can be seen that PT. Merpati Maintenance Facility is a company engaged in the field of aircraft repair, maintenance, and buying and selling of aircraft components/spare parts. The Commercial Department plays an important role in handling complaints. Customers can submit their complaints to the Commercial Department via telephone, WhatsApp, email, or other messenger applications, which will then be processed officially. In addition, through this project, it is known PT. Merpati Maintenance Facility’s complaint-handling procedure and strategy are categorized as good.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052317 |
| Uncontrolled Keywords: | Keluhan, Penanganan, Pelanggan, PT. Merpati Maintenance Facility |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Annisti Nurul F |
| Date Deposited: | 30 Jan 2024 02:57 |
| Last Modified: | 30 Jan 2024 02:57 |
| URI: | http://repository.ub.ac.id/id/eprint/214574 |
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Text (DALAM MASA EMBARGO)
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