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IMPLEMENTASI PERUBAHAN KEBIJAKAN LAYANAN PT KERETA API INDONESIA DALAM PEMBENTUKAN REPUTASI PERUSAHAAN PADA MASA KEPEMIMPINAN IGNASIUS JONAN

Prasetyo, Danan (2019) IMPLEMENTASI PERUBAHAN KEBIJAKAN LAYANAN PT KERETA API INDONESIA DALAM PEMBENTUKAN REPUTASI PERUSAHAAN PADA MASA KEPEMIMPINAN IGNASIUS JONAN. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Image is perception and opinion of society toward company. Image itself cannot be measure by numeral but can be measure by rating good and bad, Image related with company reputation. During leadership period of Ignasius Jonan on (2009-2014), Indonesian Railways Company (PT Kereta Api Indonesia) experiencing revolutionary image changes, that change made by change of company services policy in servicing their customer, that change form company reputation. Purpose of this reasearch to know whatsoever policy made by PT Kereta Api Indonesia to form company reputation while Ignasius Jonan Leadership. This research use qualitatif research method with case study type research. This research take place in “Humas Daerah Operasi 8 Surabaya”, Gubeng Masjid Road, with research objek Implementation Company Services Policy on Forming Company Reputation While Ignasius Jonan Leadership. Subject of this research is “Humas Daerah Operasi 8 Surabaya” data collected by non partisipant observation, interview and documentation. The result of this research show that PT Kereta Api Indonesia changed company services policy in 4 factor, physically, nonphysically, quality of services and company communication pattern. Changed start from change of company orientation from product oriented to customer oriented. Synergy of all changed policy in that factor, form a new reputation and changed company image in society.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410040311277
Keywords: Implementation, Change of Policy, Establishment of Reputation, Public Relations of PT Kereta Api Indonesia
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HE Transportation and Communications
Divisions: Faculty of Social and Political Science > Department of Communication Science (70201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 27 Feb 2019 03:07
Last Modified: 27 Feb 2019 03:07
URI : http://eprints.umm.ac.id/id/eprint/44622

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