TA DIGITAL
Persepsi pelanggan terhadap layanan keluhan pelanggan pada Unit YesTV Semarang
Service is the key to Customer satisfaction within the company. One of these services is the handling of Customer complaints. Customers determine the viability of an enterprise. The purpose of this project is to find out the service in the handling of complaints as the unit YesTV Customer complaints handling procedures.
In this project several data collection techniques used are observation, interviews, questionnaires, literature study.
Theoretical basis used for this project report includes term of service that is the attitude or the way employees serve customers in a satisfactory manner. The understanding on customers satisfaction is the perception that his expectations have been met or exceeded.
From the research results in the handling of complaints for the tangible aspects, handling space indicates less comfortable and less extensive parking area. From empathy aspects, the officer gets less attention to the Customer an officer can not resolve customer complaints, and officers do not confirm the re- handling of complaint that have been given. From the aspect of responsiveness the officer is less responsive in dealing with complaints. From the reliability aspect, less skilled workers in handle complaints, and from the aspects of quality assurance, services provided to workers is less satisfactory..
In conclusion of the research the service officer to handling complaints in less skilled. The officer gives less attention to each customer complaint.
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