PROSEDUR HANDLING COMPLAINT DALAM EVENT INDONESIA INTERNATIONAL OUTDOOR FESTIVAL (IIOUTFEST) 2019

NABILA AMALIA NUR, . (2020) PROSEDUR HANDLING COMPLAINT DALAM EVENT INDONESIA INTERNATIONAL OUTDOOR FESTIVAL (IIOUTFEST) 2019. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Komplain adalah sesuatu yang diungkapkan yang keluar karena perasaan kesusahan, selain itu komplain merupakan sebuah aksi yang dilakukan oleh seseorang, yang didalamnya termasuk mengkonsumsikan sesuatu yang negatif terhadap produk atau pelayanan yang dibuat atau dipasarkan. Perilaku komplain merupakan suatu proses evaluasi pelanggan terhadap pengalaman konsumsi mereka yang mungkin menyebabkan ketidakpuasan. Penelitian ini dilakukan di kantor Dinamika Media Promosindo pada bulan Maret – Agustus 2019. Penulis menggunakan data primer melalui wawancara dan observasi, dan juga data sekunder dengan melakukan studi literatur ke beberapa perpustakaannmenggunakan buku, jurnal, serta website. Hasil penelitian ini menunjukkan bahwa proses dalam menangani sebuah komplain harus mengerti dan memahami apa yang di komplain oleh pelanggan sehingga dengan kita menangani komplain pelanggan dengan cepat dan tepat, bisa mendapat kepuasan tersendiri untuk pelanggan. Ada berbagai jenis komplain seperti Service Complaint, Facilities Complaint, Staff Complaint, Own Complaint, dan irrational Complaint. Cara menganani komplain pelanggan ialah dengan Hear Out, Emphatize, Apologize, Resolve, dan Thank. Kesimpulan dalam penelitian ini adalah pihak Indonesia International Outdoor Festival (IIOUTFEST) 2019 sudah dengan baik dalam menangani sebuah komplain dari pelanggan dengan cepat dan tepat. Kata Kunci : MICE, Event, Handling Complaint Nabila Amalia Nur (4423163305), PROSEDUR HANDLING COMPLAINT DALAM EVENT INDONESIA INTERNATIONAL OUTDOOR FESTIVAL (IIOUTFEST) 2019, Tugas Akhir Karya Ilmiah, Januari 2020; 105 halaman; 7 lampiran; 5 buku : 2013-2017; 4 jurnal : 2014-2016; 13 situs. ABSTRACT A complaint is something that is revealed that comes out of a feeling of distress, other than that a complaint is an action taken by someone, which includes consuming something negative about the product or service that is made or marketed. Complaints behavior is a process of evaluating customers about their consumption experience that might cause dissatisfaction. This research was conducted at the Office of Dinamika Media Promosindo in March - August 2019. The author uses primary data through interviews and observations, and also secondary data by conducting literature studies to several libraries using books, journals, and websites. The results of this study indicate that the process of handling a complaint must understand and comprehend what is complained by the customer so that with us handling customer complaints quickly and precisely, can get its own satisfaction for customers. There are various types of complaints such as Service Complaint, Facilities Complaint, Staff Complaint, Own Complaint, and Irrational Complaint. The way to handle customer complaints is by Hear Out, Emphatize, Apologize, Resolve, and Thank. The conclusion in this study is the 2019 Indonesia International Outdoor Festival (IIOUTFEST) has been well in handling a complaint from customers quickly and accurately. Keywords: MICE, Event, Handling Complaint

Item Type: Thesis (Diploma)
Additional Information: 1). Revi Agustin Aisyianita, S.Hut,.M.Sc.
Subjects: Ilmu Sosial > Ilmu Sosial (Umum)
Divisions: FIS > D III Usaha Jasa Pariwisata
Depositing User: Nabila Amalia Nur .
Date Deposited: 20 Mar 2020 12:21
Last Modified: 20 Mar 2020 12:21
URI: http://repository.unj.ac.id/id/eprint/4607

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