IMPLEMENTASI MANAJEMEN KOMPLAIN DALAM UPAYA PENINGKATAN PELAYANAN PRIMA PADA BAGIAN CUSTOMER SERVICE PT TELKOM SURAKARTA

Windarti., Anis (2013) IMPLEMENTASI MANAJEMEN KOMPLAIN DALAM UPAYA PENINGKATAN PELAYANAN PRIMA PADA BAGIAN CUSTOMER SERVICE PT TELKOM SURAKARTA. Other thesis, Universitas Sebelas Maret.

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    Abstract

    The purpose of this research was to find out (1) the implementation of complaint management in Customer Service Department of PT. Telkom Surakarta; (2) the customers’ response to the implementation of complaint management; (3) some obstacles faced and the solution given by PT. Telkom in implementing complaint management to the customers. The type of study carried out by the writer was a qualitative study by descriptive method. The strategy used in this study was single embedded strategy. The data sources of this study consisted of primary and secondary data. The data collecting techniques used in this study were interviews, observation, and documentation analysis. This study used purposive sampling and snowball sampling techniques. In guarantee the data validity, it was used triangulation technique and triangulation method, whereas study analysis used in this study was flowing analysis method. Based on the result of this study, it could be concluded that: (1) the implementation of complaint management on Customer Service department of PT. Telkom Surakarta consisted of planning stage, including policy planning, program planning, job planning, organization stage, operational stage of complaint management process and monitoring stage. The strategy implemented by the Customer Service department of PT. Telkom Surakarta in managing some complaint was “One Hour Service”. The efforts carried out in managing some complaint were through newspapers, talkshow, call 147, and in Plasa Telkom. (2) The customers’ response to the implementation of complaint management was that there were some customers who felt either satisfied because their complaint has been handled fastly and the employees show that they wer professional. While customers who were not satisfied because of the handling of complaints of slow or not according to customer desires. For customers who were not satisfied, PT Telkom Surakarta provide another alternative to solve customer problems (3) The obstacles faced were a) There were few employees, who were less competent in service knowledge, b) the lack of Technical Division, c) the varied characteristics of PT. Telkom’s customers in conveying some information. The solution applied in managing the obstacles face by PT. Telkom were a) the management commitment in providing education and training to the employees, b) suggesting employees increasing for the Technical Division, d) providing clearer and simple description, as well as easily to be understood by the customers. Keywords: complaint management, excellent service, and customer service

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Ekonomi
    Depositing User: Lia Primadani
    Date Deposited: 10 May 2014 17:18
    Last Modified: 10 May 2014 17:18
    URI: https://eprints.uns.ac.id/id/eprint/15828

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