NOVIA NINGRUM, NIM. 16730025 (2021) KOMUNIKASI HORIZONTAL DALAM MENANGANI KELUHAN PELANGGAN MELALUI ONLINE TRAVEL AGENT (Studi Deskriptif Kualitatif pada Departemen IT & e-commerce Yellow Star Hotel Yogyakarta). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (KOMUNIKASI HORIZONTAL DALAM MENANGANI KELUHAN PELANGGAN MELALUI ONLINE TRAVEL AGENT (Studi Deskriptif Kualitatif pada Departemen IT & e-commerce Yellow Star Hotel Yogyakarta))
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Text (KOMUNIKASI HORIZONTAL DALAM MENANGANI KELUHAN PELANGGAN MELALUI ONLINE TRAVEL AGENT (Studi Deskriptif Kualitatif pada Departemen IT & e-commerce Yellow Star Hotel Yogyakarta))
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Abstract
This study to determine how horizontal communication that occurs in organization is able to handles problems from customer dissatisfaction. This research was conducted at the Yellow Star Hotel Yogyakarta in the IT & e-commerce Department. This type of research is descriptive qualitative in which researchers use interviews, observation and documentation to collect the required data. Regarding the informant himself, the researcher digs up information on the staff of IT & e-commerce Department at the hotel. Meanwhile, to strengthen informant data, additional informants are used, namely triangulation of sources and triangulation of experts. Current technological advances have resulted in online travel agents. This is confirmed by the presence of customer complaints written on the online travel agent platform. The results of data collection indicate that the horizontal communication carried out by the staff is able to resolve all complaints written by customers through online travel agents.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Dr. Yani Tri Wijayanti, S.Sos, M.Si |
| Uncontrolled Keywords: | Horizontal Communication, IT & e-commerce Department, Customer Complaints and Online Travel Agent |
| Subjects: | Ilmu Komunikasi |
| Divisions: | Fakultas Ilmu Sosial dan Humaniora > Ilmu Komunikasi (S1) |
| Depositing User: | Drs. Mochammad Tantowi, M.Si. |
| Date Deposited: | 05 Oct 2021 13:58 |
| Last Modified: | 05 Oct 2021 13:58 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/45005 |
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