PENANGANAN CUSTOMER COMPLAINT DI PT ASTRA INTERNATIONAL TBK-AUTO2000 CABANG RADEN INTAN

Ulan, Alna Sari (2024) PENANGANAN CUSTOMER COMPLAINT DI PT ASTRA INTERNATIONAL TBK-AUTO2000 CABANG RADEN INTAN. [Diploma/Tugas Akhir]

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Abstrak (Berisi Bastraknya saja, Judul dan Nama Tidak Boleh di Masukan)

One of the key factors for a company's success in maintaining customer satisfaction, loyalty, and positive reputation is the effective handling of customer complaints. This research examines the handling of customer complaints at PT Astra International Tbk-AUTO2000 Raden Intan Branch. The aim of this study is to understand the current processes and challenges in handling customer complaints, and to formulate strategies for improving the quality of complaint handling to enhance customer satisfaction and loyalty. This research employs a qualitative descriptive approach, utilizing methods such as in-depth interviews, observation, analysis of company documents, and documentation. The research sample consists of customers who have previously filed complaints and staff involved in the complaint handling process. The results indicate that AUTO2000 Raden Intan Branch has implemented a structured complaint handling system, however, there are still several aspects that need improvement. Keyword : Handling, Customer Complaint, PT Astra International, AUTO2000

Jenis Karya Akhir:	Diploma/Tugas Akhir
Subyek:	300 Ilmu sosial 300 Ilmu sosial > 350 Administrasi publik dan ilmu militer
Program Studi:	Fakultas ISIP > Prodi D3 Sekretari
Pengguna Deposit:	A.Md Cahya Anima Putra .
Date Deposited:	06 Feb 2025 05:48
Terakhir diubah:	06 Feb 2025 05:48
URI:	http://digilib.unila.ac.id/id/eprint/82394

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