STRATEGI HUBUNGAN MASYARAKAT (HUMAS) PT PELABUHAN INDONESIA II (PERSERO) CABANG PALEMBANG DALAM MENGATASI KELUHAN PELANGGAN

TASMANIA, TASMANIA and Rogaiyah, Rogaiyah and Meilinda, Nurly (2019) STRATEGI HUBUNGAN MASYARAKAT (HUMAS) PT PELABUHAN INDONESIA II (PERSERO) CABANG PALEMBANG DALAM MENGATASI KELUHAN PELANGGAN. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to determine the Strategy of Public Relations of PT Pelabuhan Indonesia II (Persero) Palembang Branch in Overcoming Customer Complaints. The method used in this study is a qualitative approach method. Informants were selected using a purposive technique, based on predetermined criteria, namely the Advisor of Public Relations and Public Relations Staff. Data collection techniques using in-depth interviews, observation and documentation. Data were analyzed with descriptive techniques, to test the validity of the data used triangulation of data sources. In this study the authors used the theory of Cutlip Center Broom. The findings obtained by the author during the study are as follows: 1) data collection problems are carried out by identifying complaints problems and finding out the intensity of complaints received by the company. 2) planning and programming, which is carried out in accordance with the Standard Operating Procedure (SOP) that applies in the company while the preparation of the Pelindo Palembang Branch program conducts coffee morning activities and customer visits. 3) action and communication carried out by PT Pelabuhan Indonesia II (Persero) Branch of Palembang is by following up complaints by checking the complaint directly and communicating with polite and easily understood language. 4) the program evaluation stage is carried out by PT Pelabuhan Indonesia II (Persero) Palembang Branch public relations by means of customer satisfaction surveys. The results showed that the PT Pelabuhan Indonesia II (Persero) Palembang Branch in carrying out its public relations strategy quite well, this was evidenced by the reduction in existing complaints.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Strategy, PT Pelabuhan Indonesia II (Persero) Palembang Public Relations, Customers.
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:	Users 3153 not found.
Date Deposited:	20 Nov 2019 03:36
Last Modified:	20 Nov 2019 03:36
URI:	http://repository.unsri.ac.id/id/eprint/17080

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