eprintid: 45005
rev_number: 10
eprint_status: archive
userid: 12259
dir: disk0/00/04/50/05
datestamp: 2021-10-05 06:58:19
lastmod: 2021-10-05 06:58:19
status_changed: 2021-10-05 06:58:19
type: thesis
metadata_visibility: show
creators_name: NOVIA NINGRUM, NIM. 16730025
title: KOMUNIKASI HORIZONTAL DALAM MENANGANI KELUHAN
PELANGGAN MELALUI ONLINE TRAVEL AGENT
(Studi Deskriptif Kualitatif pada Departemen IT & e-commerce
Yellow Star Hotel Yogyakarta)
ispublished: pub
subjects: I
divisions: jur_ikom
full_text_status: restricted
keywords: Horizontal Communication, IT & e-commerce Department, Customer
Complaints and Online Travel Agent
note: Dr. Yani Tri Wijayanti, S.Sos, M.Si
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.
date: 2021-02-18
date_type: published
pages: 107
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS ILMU SOSIAL HUMANIORA
thesis_type: skripsi
thesis_name: other
citation:   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.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/45005/1/16730025_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/45005/2/16730025_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf