TA DIGITAL
Peran humas dalam penangan keluahan pelanggan untuk membangun reputasi perusahaan pada PT PLN (Persero) distribusi Jawa Tengah dan DIY
Purpose of the study is to find out the roles of public relations in handling costumer complaint to build up reputation of the PT PLN (Persero) Distribusi Jawa Tengah and DIY. This study used a qualitative approach with descriptive methods. In collecting the data using secondary data were obtained from the documentation of customer complaints, observations, interviews, and literature. Interview was conducted by asking respondents of public relations PT PLN (Persero) Distribusi Jawa Tengah and DIY and his staff. Based on the above data, the roles of public relations of PT PLN (Persero) Distribusi Jawa Tengah and DIY has implemented public relations programs in dealing with customer complaints to enhance the company's reputation. Unfortunately, the public relations effort had not satisfied the customers yet, because a large number of complaints were about 50,000 from July 2013 until March 2014 but only 20,007 of costumers had been handled well. Therefore, public relations of PT PLN (Persero) Distribusi Jawa Tengah and DIY should improve service better to customers, so that complaints can be minimized.
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