Skripsi

OPTIMALISASI PENERAPAN CUSTOMER RELATIONSHIP MANAGEMENT (CRM) DALAM PENANGANAN KELUHAN DI RUMAH SAKIT UMUM DAERAH H. ABDUL MANAP JAMBI

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Penilaian

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The quality of hospital services that have not been optimized is an important concern in an effort to increase patient satisfaction. This study aims to determine the optimization of the application of Customer Relationship Management (CRM) in handling complaints at RSUD H. Abdul Manap Jambi using the IDIC model (Identify, Differentiate, Interact, Customize). The method used is a qualitative case study with data collection techniques in the form of in-depth interviews, observation, and documentation. The results showed that the implementation of Customer Relationship Management (CRM) at RSUD H. Abdul Manap Jambi was not optimal, patient complaint data was not well managed (Identify), there was no grouping of complaints based on urgency (Differentiate), two-way communication was less responsive, especially through the Simantap platform (Interact), and services were not fully tailored to patient needs (Customize). Keywords: Customer Relationship Management (CRM), IDIC Model, Complaint Handling, Service Quality, RSUD H. Abdul Manap Jambi.

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Availability

Inventory Code	Barcode	Call Number	Location	Status
2507003650	T176714	T1767142025	Central Library (Reference)	Available but not for loan - Not for Loan

Detail Information

Series Title

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Call Number

T1767142025

Publisher

Indralaya : Prodi Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Sriwijaya., 2025

Collation

xv, 212 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

302.207

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Ilmu Komunikasi

Specific Detail Info

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Statement of Responsibility

MI

Other version/related

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