Implementasi Manajemen Komplain Dalam Upaya Peningkatan Pelayanan Prima Pada Bagian Customer Service PT Telkom Surakarta
ABSTRACT: The purpose of this
research was to find out (1) the implementation of complaint management in
Customer Service Department of PT. Telkom Surakarta; (2) the customers’
response to the implementation of complaint management; (3) some obstacles
faced and the solution given by PT. Telkom in implementing complaint management
to the customers.
This research used a single embedded case study with the qualitative
method. The sources of the research were informants, locations, documents or
archives. The samples of the research were taken by using the purposive
sampling technique and the snowball sampling technique. The data of the
research were gathered through in-depth interview, observation, and
documentation and were then validated by using the data source and data
gathering method triangulations. They were analyzed by using the interactive
technique of analysis.
The research show that the implementation of complaint management in
improving a first-rate service in Customer Service Department of PT. Telkom
Surakarta that had been carried out, had been appropriate to the determined
procedures for the customers’ satisfaction, although it was necessary to make
some improvements in managing the customers’ complaints.
Penulis: Anis Windarti
Kode Jurnal: jppendidikandd130594
