%A  Alna Sari Ulan
%T PENANGANAN CUSTOMER COMPLAINT DI PT ASTRA
INTERNATIONAL TBK-AUTO2000 CABANG RADEN INTAN
%X 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
%D 2024
%I FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
%L eprints82394