TY  - THES
N1  - Dr. Yani Tri Wijayanti, S.Sos, M.Si
ID  - digilib45005
UR  - https://digilib.uin-suka.ac.id/id/eprint/45005/
A1  - NOVIA NINGRUM, NIM. 16730025
Y1  - 2021/02/18/
N2  - 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.
PB  - UIN SUNAN KALIJAGA YOGYAKARTA
KW  - Horizontal Communication
KW  -  IT & e-commerce Department
KW  -  Customer
Complaints and Online Travel Agent
M1  - skripsi
TI  - KOMUNIKASI HORIZONTAL DALAM MENANGANI KELUHAN
PELANGGAN MELALUI ONLINE TRAVEL AGENT
(Studi Deskriptif Kualitatif pada Departemen IT & e-commerce
Yellow Star Hotel Yogyakarta)
AV  - restricted
EP  - 107
ER  -