%A NIM.: 07730032 DWI UNTARI RAHAYU
%O Pembimbing: Dra. Marfuah Sri Sanityastuti, M.Si.
%T STRATEGI HUMAS DALAM MENJALIN CUSTOMER RELATIONS DAN MENANGANI KELUHAN PELANGGAN
%X ABSTRAK   PT. PLN (Persero) APJ Yogyakarta is the only one agency who provides electricity distribution service to Daerah Istimewa Yogyakarta's people. This should be an adventage for this company. But, the company often receives complaints from it's customer related to electricity quantity and quality distribution and employees' services. Sometimes this complaints found on mass media, so influenced PT. PLN (Persero)'s image in people eyes. So, they need good strategies to weave Customer Relations and handle complaints to increace customer satisfaction as company's main assets, also build positive image. This become reason for this research related to Public Relations of PT. PLN (Persero) APJ Yogyakarta's strategy to weave Customer Relations and handle customer's complaints. 
This research uses descriptive type with in-depth interview, observation, and documentation to collect datas. The informant for this research are Public Relation and Customer Service of PT. PLN (Persero) APJ Yogyakarta also other parties related to this research. This research uses qualitative for data analysis form. 
From this research, we know that in order to run the communication strategy, public relation have four steps, Environment Analysis, Formulates the Strategy, Implements the Strategy, Handles and Evaluates the Strategy. The strategy to weave Customer Relations and handle customer complaints is Customer Relationship Management. Whereas complaint handling that public relation of PT. PLN (Persero) APJ Yogyakarta do to some media are uses newspaper, Call Center 123, and email kontakkammi@pln.co.id. Beside that, there's some special programs to close Customer Relations and handle customer complaints called Talkshow and Customer Gathering programs. To handle that complaints, public relation of PT. PLN (Persero) APJ Yogyakarta do check back to the field before solving. There is a barrier often found by public relation of PT. PLN (Persero) APJ Yogyakarta to handle complaints, there is undercommunication of customer related to the company. So, customers inclined do some protests and complaints. div
%K Customer Relations, Customer Relationship Management,  Customers, and customer complaints.
%D 2011
%I UIN Sunan Kalijaga Yogyakarta
%L digilib6271