AKTIVITAS HUMAS DALAM MENINGKATKAN KEPUASAN PELANGGAN(Studi pada Hubungan Masyarakat Grand Wahid Hotel Salatiga)

Pravitasari, Anggraini (2010) AKTIVITAS HUMAS DALAM MENINGKATKAN KEPUASAN PELANGGAN(Studi pada Hubungan Masyarakat Grand Wahid Hotel Salatiga). Other thesis, University of Muhammadiyah Malang.

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Abstract

Good service in service company might emerge through planned public relation activities. Quality of service in one company toward their customer is the main key to win the competition. Marketing concept has been changing from product oriented into selling oriented marketing and finally to customer oriented. If the company wishes to survive and not being abandon by its customer, therefore customer satisfaction is the main aspect to consider. Hence, the objective of this study is to explain how public relation activities might improve customer satisfaction and to know what kind of obstacles occurs during public relation activities in Grand Wahid Hotel Salatiga.This study is categorized into descriptive study. Subject of this study is people who found out, who made and implementing Public Relation activities in Grand Wahid Hotel Salatiga. Among those people is PRO (Public Relations Officer), HRD SPV (Human Resource Department Supervisor) and FO SPV (Front Office Supervisor). Data collection technique is using interview, observation and documentation. Data analysis technique has used qualitative analysis. After collecting and analyzing data, author has made several conclusions. Public Relations Officer with all staff /employees has major role in helping public relation activities in Grand Wahid Hotel Salatiga. Dominant form of public relation activities in order to improve customer satisfaction related with promotion activities. While obstacle in implementing public relation activities is customer complaint. Normally it related with technical matter, and service. From several guest classifications, a technical problem is the most common complaint since there is limitation in available room.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Rayi Tegar Pamungkas
Date Deposited: 22 May 2012 02:38
Last Modified: 22 May 2012 02:38
URI: http://eprints.umm.ac.id/id/eprint/5660

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