PENDAPAT ANGGOTA TENTANG CUSTOMER RELATIONS PETUGAS PERPUSTAKAAN PROKLAMATOR BUNG KARNO(Studi pada anggota Perpustakaan Proklamator Bung Karno Kota Blitar)

NANDIKA, NINA RANTI (2009) PENDAPAT ANGGOTA TENTANG CUSTOMER RELATIONS PETUGAS PERPUSTAKAAN PROKLAMATOR BUNG KARNO(Studi pada anggota Perpustakaan Proklamator Bung Karno Kota Blitar). Other thesis, University of Muhammadiyah Malang.

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Abstract

Backgrounds of this research are (1) there is discomfort communication between librarian and members, (2) Proklamator Bung Karno Library staff and employee’s attitude is less friendly to its members and visitors, and (3) the raise of some negative opinion about the service given by the librarian. Based on the background above, the research problems is “how good is members’ opinion on customer relation of librarian of Proklamator Bung Karno Library?” While its purpose is to know how good members’ opinion on customer relation of librarian of Proklamator Bung Karno Library is. Customer relation is a relation weaved between customers with the company, in this case is represented by front-office or public relation staffs. A front-office or public relation staff who come in directly contact with public must be friendly, polite, willing to listen what to be said and to be questioned by its customers, be patient in serving them, and do not delay any service which can be given immediately (Rachmadi, 1994; 54). Those attitudes are also very significant and affected for the institution or company, which wants to create harmonious relationship with its customers, and of course hopefully raises believe on the customers. Type of this research is descriptive quantitative. The method used is survey. The population is 202 members of Proklamator Bung Karno Library on November 2008. Sampling technique uses Taro Yamane formula and it is obtained 135 members as the sample. Data collecting technique uses questionnaire and documentation. Data analysis uses mean formula to know the mean opinion of library members. Further, it is continued by interval determination to know where the mean position is. Based on the above formula, it is obtained value of 3.6 for positive opinion, which is situated on good assessment category or position by member. While on negative statement, it is obtained value of 3.5, which is situated on bad assessment category or position. From both mean analyses, it can be drawn a conclusion that based on positive and negative opinion of library members on customer relation of librarian states good or positive assessment or opinion result from respondents. Thus, it can be said that good relation created between member and staff (customer relations) has appropriated with members’ expectation. Where, as a service giver staff to public, hence he/she must be able to create or to grow loyalty on public, one of them is the creation of positive opinion on public.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HJ Public Finance
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 20 Jun 2012 06:42
Last Modified: 20 Jun 2012 06:42
URI: http://eprints.umm.ac.id/id/eprint/8756

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