relation: https://digilib.uin-suka.ac.id/id/eprint/68047/
title: MANAJEMEN REPUTASI PT KERETA API INDONESIA DAOP 6 YOGYAKARTA DALAM MENGHADAPI KELUHAN PELANGGAN
creator: Fadhil Ismail Prasetyawan, NIM.: 20107030067
subject: 302.2 Communication/Komunikasi
description: Along with the positive development of its services, PT KAI, including DAOP 6 Yogyakarta, has had an unpleasant experience due to various complaints from train customers. These customer complaints include such as; Services and facilities at Yogyakarta stations, fake train drivers, Jogja-Solo KRL and others. With the various phenomena that occur above, it can affect the reputation in the agency. The formulation of the problem in this study is how to manage the reputation of PT Kereta Api Indonesia DAOP 6 Yogyakarta towards customer complaints? This research uses the theory of reputation management which consists of four processes, namely; Defining problems, planning, communicating, and evaluating. This research uses a qualitative descriptive method through observation, interviews and documentation. The results of this study show that PT. Kereta Api Indonesia Yogyakarta conducts four reputation management processes well as an effort to maintain the reputation of customer complaints, namely by using vendors to assess and correct existing shortcomings, routinely carrying out maintenance according to a predetermined schedule, holding various events and discounts, communicating well the problems complained about by customers, and conducting evaluations by updating stations and trains that have been in order.
date: 2024-07-18
type: Thesis
type: NonPeerReviewed
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/68047/1/20107030067_BAB-I_IV-atau-V_DAFTAR-PUSTAKA-1.pdf
format: text
language: id
identifier: https://digilib.uin-suka.ac.id/id/eprint/68047/2/20107030067_BAB-II_sampai_SEBELUM-BAB-TERAKHIR-1.pdf
identifier:   Fadhil Ismail Prasetyawan, NIM.: 20107030067  (2024) MANAJEMEN REPUTASI PT KERETA API INDONESIA DAOP 6 YOGYAKARTA DALAM MENGHADAPI KELUHAN PELANGGAN.  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.