PERANAN PUBLIC RELATIONS DALAM PENINGKATAN KUALITAS PELAYANAN PELANGGAN PT. TELKOM KANDATEL MALANG

WAHYUNINGSIH, DEVY (2008) PERANAN PUBLIC RELATIONS DALAM PENINGKATAN KUALITAS PELAYANAN PELANGGAN PT. TELKOM KANDATEL MALANG. Other thesis, University of Muhammadiyah Malang.

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Abstract

Service do not only become the demand for organization orienting profit, but also the non profit. In in reality of satisfaction of customer is frequently overruled or less be paid attention to well by each; every individual in organization, is probably because considered to be by a supporter activity, that service problem is impressing overruled off hand. From in perpective of customer or consumer frequently emerge so much sigh of concerning lowering of quality of product or service, high past price and others. Various letters from readers in media of a period of loading sigh from customer to service quality from organization or usah represent the indication of how obsolence of service management conducted by organization or company. Knowable Service quality by comparing between perception of all customer for service which they is accepted or obtain; get with the service truthfully they expect or wish the, sehinggan of service quality represent how far difference of between fact and expectation of customer for service which they is accepted or obtain; get the. Service matching with expectation of customer will create the customer satisfaction. Satisfaction of customer will become the development base of various behavioral model of customer, others satisfaction of customer become the guidance to move or instruct entire all organization toward accomplishment of customer requirement, so that become the going concern competitiveness excellence source. In in reality of satisfaction of customer frequently less be paid attention to well by each;every individual in organization, is probably because considered to be by a supporter activity, this service problem is impressing overruled off hand. Internal issue Formula this research is (1) How role of Public Relations (PR) in improving quality of service of customer PT.TELKOM Kandatel Malang (2) Factors of any kind of becoming resistance of Public Relations (PR) in improving quality of service of customer PT.TELKOM Kandatel Malang. In this research is researcher will study at the followings: (1) Role run by PR PT.TELKOM Kandatel Malang (2) Increasing do not it him quality of service of customer PT.TELKOM Kandatel Malang (3) Constraint faced by PR PT.TELKOM Kandatel Malang. This research use the descriptive research type qualitative, that is out for research of mendeskripsikan answer to research problems in detail as expressed by subjek research and also wish to look for the meaning at the opposite of story detail of mentioned in concept form. Technique of data collecting is (a) Interview (b) observation. (c) documentation. Technics analyse the data used by a researcher use technics of descriptive analysis qualitative. Pursuant to research result which obtained by a the following result: (1) Role of Public Relations (PR) in improving quality of service of customer PT.TELKOM Kandatel Malang is as fasilitator a activity, organizer of itself activity and have to able to full to activity which have been performed. (2) Factors becoming resistance of Public Relation in running its role is because of entire all policy conducted in center that is at division communication in DIVRE V East Java. For A While Public Relations (PR) PT. Telkom Kandatel Malang only as publicizing which in character internal only this matter complicate the motion step from PT. Telkom Kandatel Malang specially Public Relations (PR) PT. Telkom Kandatel Malang.

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: 09 Jun 2012 02:57
Last Modified: 09 Jun 2012 02:57
URI: http://eprints.umm.ac.id/id/eprint/6899

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