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IMPLEMENTASI CUSTOMER RELATIONS DALAM MANAJEMEN PENANGANAN KELUHAN (COMPLAINT HANDLING MANAGEMENT) (STUDI KASUS DI RUMAH SAKIT UMUM DAERAH BANGKA SELATAN)

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This study entitled "Implementation of Customer Relations in Complaint Handling Management (Case Study at the Regional General Hospital of South Bangka)". This study aims to find out how customer relations is implemented in the management process of handling complaints at the South Bangka Regional General Hospital. The theory used in this study is the stages of public relations according to Cutlip, Center and Broom, namely problem definition, planning and programming, action taking and communication and evaluation. The method used in this study is interview analysis, observation results and documentation studies using a descriptive approach. The results of this study indicate that in implementing customer relations in complaint handling management, the South Bangka Hospital defines the problem through data collection through direct reports, suggestion boxes and SMS. Planning and programs are made taking into account the impacts and situations that occur, then actions and communications are carried out with good communication guidelines. Evaluation is carried out by monitoring in the mass media and direct communication with patients. Keywords: Hospital, Complaints, Customer, Public Relations, Management.

Availability
Inventory Code Barcode Call Number Location Status
2307000845T88496T884962023Central Library (Referens)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T884962023
Publisher
Indralaya : Jurusan Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Sriwijaya.,
Collation
xiv, 127 hlm.; Ilus.; 29 cm
Language
Indonesia
ISBN/ISSN
-
Classification
302.507
Content Type
-
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Jurusan Ilmu Komunikasi
Hubungan Masyarakat
Specific Detail Info
-
Statement of Responsibility
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No other version available

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