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.
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Text (MANAJEMEN REPUTASI PT KERETA API INDONESIA DAOP 6 YOGYAKARTA DALAM MENGHADAPI KELUHAN PELANGGAN)
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Text (MANAJEMEN REPUTASI PT KERETA API INDONESIA DAOP 6 YOGYAKARTA DALAM MENGHADAPI KELUHAN PELANGGAN)
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Abstract
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.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information / Supervisor: | Pembimbing: Maya Sandra Rosita Dewi, M.I.Kom |
| Uncontrolled Keywords: | Reputation Management, PT. Indonesian Railways DAOP 6 Yogyakarta, Customer Complaints |
| Subjects: | 300 Ilmu Sosial > 300 Ilmu-Ilmu Sosial > 302.2 Communication/Komunikasi |
| Divisions: | Fakultas Ilmu Sosial dan Humaniora > Ilmu Komunikasi (S1) |
| Depositing User: | Muh Khabib, SIP. |
| Date Deposited: | 23 Oct 2024 09:03 |
| Last Modified: | 23 Oct 2024 09:03 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/68047 |
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