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Journal : REFORMASI

STRATEGI HUMAS (PUBLIC RELATIONS) DALAM MENANGANI KOMPLAIN PELANGGAN PADA PELAYANAN PRODUK (Studi Pada Plasa Telkom Malang) Carmia Diahloka; Akhirul Aminulloh
REFORMASI Vol 1, No 1 (2011)
Publisher : Universitas Tribhuwana Tunggadewi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (134.183 KB) | DOI: 10.33366/rfr.v1i1.7

Abstract

As the oldest and biggest operator Telkom can not avoid the crisis especially trust crisis to its products and services. The aims of the research is how the Public Relations of Plasa Telkom Malang make strategy to handle complain and what are the resistance factors. This research used descriptive qualitative research method in collecting data by direct observation, documentation and in depth interview with the field informan. To measure the data validity used triangulation technique and data analysis used Miles and Huberman. The research result showed that the strategy used by Public Relations of Plasa Telkom in handling customers complaints are: 1) Quick in response the customers complains, which means not wasting time, 2) Increase the customer service/customer care and security officers services as each functions and responsibilites, 3) Provide Public Relations media such as TV, newspaper, tabloid. The resistance factors of Plasa Telkom Malang Public Relations in handling customer complaints are: 1) The less preparation of Plasa Telkom Malang Public Relations in communications, 2) The less cooperation and approach from the company to the certain media, 3) There is no complete identity from the customers.
PENGARUH KOMUNIKASI POLITIK APARATUR PEMERINTAH TERHADAP PELAYANAN PUBLIK Akhirul Aminulloh; Dody Setyawan
REFORMASI Vol 3, No 2 (2013)
Publisher : Universitas Tribhuwana Tunggadewi

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (90.338 KB) | DOI: 10.33366/rfr.v3i2.35

Abstract

Political communication aspirational government officials will bring a harmonious relationship between government officials and the public, so as to improve public services better. Communication also makes good political government policy based on the aspirations of the community, and the community will participate in any policy made by the local government because they feel involved. This research was conducted in Malang by using quantitative methods with simple linear regression analysis. Determination of sampling using purposive sampling technique. The data analysis with SPSS to test the research hypothesis. The results of this study stated that the Political Communication and a significant positive effect on the Public Service.