IMPLEMENTASI TEORI EXCELLENCE COMMUNICATION DALAM MENANGANI KELUHAN PELANGGAN MELALUI MEDIA SOSIAL INSTAGRAM @transjogja_official (Studi pada Humas Trans Jogjakarta)

Ahmad Adabiy Saputra, NIM.: 20107030105 (2025) IMPLEMENTASI TEORI EXCELLENCE COMMUNICATION DALAM MENANGANI KELUHAN PELANGGAN MELALUI MEDIA SOSIAL INSTAGRAM @transjogja_official (Studi pada Humas Trans Jogjakarta). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

On the other hand, Trans Jogja is currently less attractive to the public, supported by the 2019-2023 Trans Jogja passenger survey data where in 2019 it still had the highest number of passengers in the last five years. Trans Jogja has Instagram social media managed by the public relations division which can be used as a forum to provide complaints experienced by customers. However, some customer complaints have not been responded well by Trans Jogja Public Relations. Therefore, the purpose of this study is to analyze the implementation of excellence communication theory Trans Jogja in handling customer complaints on Instagram. Excellence theory is used to explain the problems in this study. The theory emphasizes the relationship between organization and management and the effectiveness of the role of public relations. This type of research uses a qualitative descriptive method with the research subject of Trans Jogja Public Relations. The results of this study show that Trans Jogja Public Relations has carried out its duties and functions both as a giver and receiver of information, especially in building relationships with the public through Instagram. Overall, Trans Jogja's public relations activities have also fulfilled the three aspects of excellence communications.

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