Artikel Ilmiah : F1B020113 a.n. NVIDIA TRISTIASIH PUTRI
| NIM | F1B020113 |
|---|---|
| Namamhs | NVIDIA TRISTIASIH PUTRI |
| Judul Artikel | EFEKTIVITAS FUNGSI HUMAS DALAM PELAYANAN KOMPLAIN PELANGGAN PDAM TIRTA SATRIA |
| Abstrak (Bhs. Indonesia) | Kebutuhan air bersih semakin lama semakin meningkat tetapi persedian sumber daya alam berupa air bersih dan sehat mulai berkurang. Penelitian ini bertujuan untuk mengetahui efektivitas fungsi humas dalam pelayanan komplain pelanggan PDAM Tirta Satria, hambatan yang muncul dari pihak humas dalam memberikan pelayanan kepada pelanggan, dan upaya humas dalam mengatasi hambatan tersebut. Penelitian ini menggunakan metode penelitian kualitatif deskriptip. Dalam pengumpulan data penulis menggunakan metode observasi, wawancara dan dokumentasi. Sasaran dalam penelitian ini adalah pelanggan PDAM Tirta Satria. Teknik analisis data menggunakan Miles dan Huberman, melalui tiga tahap yaitu reduksi data, penyajian (display) data dan penarikan kesimpulan dan validasi. Teknik validitas dan reabilitas adalah dengan triangulasi. Hasil penelitian menunjukkan bahwa Kualitas pelayanan yang diberikan oleh PDAM belum dapat dikatakan baik. Laporan yang ada tidak dapat diselesaikan pada hari yang sama. Upaya yang dilakukan oleh pihak humas di PDAM Tirta Satria untuk mengatasi hambatan-hambatan yaitu evaluasi dan Pelatihan atau training kehumasan dan studi banding. |
| Abtrak (Bhs. Inggris) | The need for clean water is increasing over time, but the supply of natural resources in the form of clean and healthy water is starting to decrease. This has made several people interested in using the services of providing clean, healthy and consumable water managed by one of the providers of clean and healthy water management in the Banyumas area. This research aims to determine the effectiveness of the function of public relations in serving PDAM Tirta Satria customer complaints, the obstacles that arise from public relations in providing services to customers, and the efforts of public relations in overcoming these obstacles. This research uses descriptive qualitative research methods. In collecting data the author used observation, interviews and documentation methods. The target of this research is PDAM Tirta Satria customers. The data analysis technique uses Miles and Huberman, through three stages, namely data reduction, data display and conclusion drawing and validation. The validity and reliability technique is triangulation. The research results show that the quality of service provided by PDAM cannot be said to be good. Reports of complaints submitted to public relations that day do not necessarily mean that existing problems can be resolved on the same day. This is because there are still many procedures that must be carried out by PDAM officers. Usually PDAM Tirta Satria only makes it happen a day later after the complaint report comes in. Efforts made by public relations at PDAM Tirta Satria to overcome obstacles include evaluation and training or public relations training and comparative studies. |
| Kata kunci | Manajemen dan Fungsi-fungsi Manajemen, Hubungan Masyarakat, dan Pelayanan Publik |
| Pembimbing 1 | Dr. Hikmah Nuraini, MPA |
| Pembimbing 2 | Dra. Lilis Sri Sulistiani, MM |
| Pembimbing 3 | Drs. Darmanto Sahat Satyawan, M. Kes., M.Si |
| Tahun | 2024 |
| Jumlah Halaman | 24 |
| Tgl. Entri | 2024-02-08 11:16:07.947532 |