OPTIMALISASI PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM PENANGANAN KELUHAN DI RUMAH SAKIT UMUM DAERAH H. ABDUL MANAP JAMBI

SARI, PUTERI ANGELA and Pratiwi, Miftha and Astuti, Misni (2025) OPTIMALISASI PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM PENANGANAN KELUHAN DI RUMAH SAKIT UMUM DAERAH H. ABDUL MANAP JAMBI. Undergraduate thesis, Sriwijaya University.

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Abstract

The quality of hospital services that have not been optimized is an important concern in an effort to increase patient satisfaction. This study aims to determine the optimization of the application of Customer Relationship Management (CRM) in handling complaints at RSUD H. Abdul Manap Jambi using the IDIC model (Identify, Differentiate, Interact, Customize). The method used is a qualitative case study with data collection techniques in the form of in-depth interviews, observation, and documentation. The results showed that the implementation of Customer Relationship Management (CRM) at RSUD H. Abdul Manap Jambi was not optimal, patient complaint data was not well managed (Identify), there was no grouping of complaints based on urgency (Differentiate), two-way communication was less responsive, especially through the Simantap platform (Interact), and services were not fully tailored to patient needs (Customize). Keywords: Customer Relationship Management (CRM), IDIC Model, Complaint Handling, Service Quality, RSUD H. Abdul Manap Jambi.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Komunikasi, Hubungan Masyarakat
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Puteri Angela Sari
Date Deposited:	03 Jul 2025 08:37
Last Modified:	03 Jul 2025 08:37
URI:	http://repository.unsri.ac.id/id/eprint/176714

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