Ulan, Alna Sari (2024) PENANGANAN CUSTOMER COMPLAINT DI PT ASTRA INTERNATIONAL TBK-AUTO2000 CABANG RADEN INTAN. [Composition]
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Abstract
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
| Item Type: | Composition |
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| Subjects: | ?? 300 ?? ?? 350 ?? |
| Divisions: | ?? d3_sekretari ?? |
| Depositing User: | A.Md Cahya Anima Putra . |
| Date Deposited: | 06 Feb 2025 05:48 |
| Last Modified: | 06 Feb 2025 05:48 |
| URI: | http://digilib.unila.ac.id/id/eprint/82394 |
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