| dc.contributor.advisor | | |
| dc.contributor.advisor | TAUFIQURRAHMAN | |
| dc.contributor.author | SARI, INDRIANI CARINA | |
| dc.date.accessioned | 2019-10-16T02:20:26Z | |
| dc.date.available | 2019-10-16T02:20:26Z | |
| dc.date.issued | 2019-07-16 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/29750 | |
| dc.description | Talking about hospital services is one form of effort that has been held to give the health needs of the people who are required to provide good and quality services. But companies often get conflicts in providing services to customers usually like complaints from customers. The biggest number of complaints make customer relations at the "JIH" Hospital carry out a strategy to handle consumer complaints. This made the researchers interested in conducting research with the title "Strategy for Complaint Handling in Handling Complaints in Hospitals" JIH "in 2018".
This research uses descriptive research. The writer does this research at “JIH” hospital. The data collection which is used in this research is documentation and deep interview. To analyse the data, the writer uses quantitative method. The purpose of this research is to understand how the strategic in handling a complaint of customers which is done by “JIH” hospital by creating a concept public relations which is planning, executing, and evaluating
The result of this research shows that in having good relations with customers at “JIH” hospital is the responsible of all member of company. The strategic which is used to handle the complaint of customer in order to make a harmonic situation is, firstly, the planning in creating strategy; secondly, executing the strategy by face to face, email, and message box; thirdly, evaluating which is used to know how far the strategy which is implemented runs well or not, and to know which section which often gets complaint | en_US |
| dc.description.abstract | Talking about hospital services is one form of effort that has been held to give the health needs of the people who are required to provide good and quality services. But companies often get conflicts in providing services to customers usually like complaints from customers. The biggest number of complaints make customer relations at the "JIH" Hospital carry out a strategy to handle consumer complaints. This made the researchers interested in conducting research with the title "Strategy for Complaint Handling in Handling Complaints in Hospitals" JIH "in 2018".
This research uses descriptive research. The writer does this research at “JIH” hospital. The data collection which is used in this research is documentation and deep interview. To analyse the data, the writer uses quantitative method. The purpose of this research is to understand how the strategic in handling a complaint of customers which is done by “JIH” hospital by creating a concept public relations which is planning, executing, and evaluating
The result of this research shows that in having good relations with customers at “JIH” hospital is the responsible of all member of company. The strategic which is used to handle the complaint of customer in order to make a harmonic situation is, firstly, the planning in creating strategy; secondly, executing the strategy by face to face, email, and message box; thirdly, evaluating which is used to know how far the strategy which is implemented runs well or not, and to know which section which often gets complaint | en_US |
| dc.publisher | FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | Customer Relations, Complaint Handling Strategy | en_US |
| dc.title | STRATEGI COMPLAINT HANDLING DALAM PENANGANAN KELUHAN PELANGGAN DI RUMAH SAKIT “JIH” YOGYAKARTA TAHUN 2018 | en_US |
| dc.type | Thesis
SKR
FISIP
480 | en_US |
