Febio, Bimasyac Sun (2010) KELUHAN PELANGGAN YANG DISAMPAIKAN MELALUI SURAT KABAR (Studi Pada PT Telkom Kandatel Malang). Other thesis, University of Muhammadiyah Malang.


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Costumer has an important role in measuring satisfaction in product and service that give by company. If the costumer hasn’t got something from PT. Telkom Kandatel Malang, the costumer will complain. The complains will submitted in media or a newspaper. This is kind of Third Party Respon, because the costumer send their complains in newspaper. If the complains has submitted on the newspaper, it will made negative public opinion. It because of complian that submitted in newspaper by costumer will impact to made public opinion. Considering newspaper has a big power to made public opinion. That’s a reason who made researcher interest to take the title : Public Relations Activity in Answering Costumer Complains wich Submitted in Newspaper (Study at PT. Telkom Kandatel Malang). Research Methods that used by researcher is descriptive type with qualitative approach. This research tried to discribe the problem answer about PR activity PT. Telkom releated of costumer complains as expressed by informant. Research informant determined by using Purposive Smpling Technique. Collecting Data Technique obtained by observation, documentation and interview. This research used qualitative­descriptive analyse technique, with the interaction model step of data analyse. This step contains of data reduction, served the data, data management and made a conclusion. Result of research mention that complains who submitted by costumer in newspaper handed seriously by Public Relations Officer PT. Telkom Kandatel Malang by submitted the complains to releated units. And solutions that earned from that problems will replied or counter release in newspaper wich it will archived later. Result of the archives will used as reference for Public Relations evaluations. As activity of Puclic Relations Officer in PT. Telkom Kandatel Malang in answering the costumer complains that submitted in newspaper by fact finding and complian handling. When answering costumer complains, there are always resistances that happened and that’s always laboured as maximum to conquer the problems by PT. Telkom Kandatel Malang. From the result of research, researcher has a suggestion for Public Relations Officer of PT. Telkom Kandatel Malang to made cooperative relationship intensively with media, in order to manage the complains or answering the complains. on the above reason, the research tried to unload the suspilion of it. Do they are one on hand or these news did not fullfil the cover both side principle To unload the news construction of Nyata and Nova the searcher used framing analyze with Zhongdang Pan and Gerald Kosiscki model. The subject of the research was “selebriti” rubric Nyata tabloid edition of 1952/ 1 Desember 2008. The theory used in this research construction theory to the Berger and Luckman and hierarcy of influence theory of Pamela Shoemaker and D’Reese. The finding result showed that diffraction of gender at divorce news of young musicians is clearly. Both of the news were diffraction of gender. In Pasha and Okie’s cases, Nyata and Nova were tend to advocate Pasha, they blurred Ungu’s vocalist mistake and it going to force Okie into corner.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 14 Apr 2012 03:18
Last Modified: 14 Apr 2012 03:18

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