IMPLEMENTASI CUSTOMER RELATIONS DALAM MANAJEMEN PENANGANAN KELUHAN (COMPLAINT HANDLING MANAGEMENT) (STUDI KASUS DI RUMAH SAKIT UMUM DAERAH BANGKA SELATAN)

DWIRAHMA, ANNISA and Thamrin, M. Husni and Ilham, M. Hidayatul (2022) IMPLEMENTASI CUSTOMER RELATIONS DALAM MANAJEMEN PENANGANAN KELUHAN (COMPLAINT HANDLING MANAGEMENT) (STUDI KASUS DI RUMAH SAKIT UMUM DAERAH BANGKA SELATAN). Undergraduate thesis, Sriwijaya University.

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Abstract

This study entitled "Implementation of Customer Relations in Complaint Handling Management (Case Study at the Regional General Hospital of South Bangka)". This study aims to find out how customer relations is implemented in the management process of handling complaints at the South Bangka Regional General Hospital. The theory used in this study is the stages of public relations according to Cutlip, Center and Broom, namely problem definition, planning and programming, action taking and communication and evaluation. The method used in this study is interview analysis, observation results and documentation studies using a descriptive approach. The results of this study indicate that in implementing customer relations in complaint handling management, the South Bangka Hospital defines the problem through data collection through direct reports, suggestion boxes and SMS. Planning and programs are made taking into account the impacts and situations that occur, then actions and communications are carried out with good communication guidelines. Evaluation is carried out by monitoring in the mass media and direct communication with patients. Keywords: Hospital, Complaints, Customer, Public Relations, Management.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	RSUD, Keluhan, Customer, Public Relations, Manajemen
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD59-59.6 Public relations. Industrial publicity
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Annisa Dwirahma
Date Deposited:	31 Jan 2023 07:51
Last Modified:	31 Jan 2023 07:51
URI:	http://repository.unsri.ac.id/id/eprint/88496

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