Tyas Nur Utami, Rara (2014) Analisis Customer Relations Computa Yogyakarta Dalam Upaya Mempertahankan Loyalitas Pelanggan. Other thesis, UPN "Veteran" Yogyakarta.
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Abstract
Abstrak
Computa merupakan perusahaan yang bergerak pada bidang Informations Technology. Sebagai
perusahaan Informations Technologyyang telah berjalan 30 tahun, Computa sadar bahwa tanpa
pelanggan perusahaan tidak memiliki arti apaapa, dimana kesempatan bisnis akan hilang.
Pelaksanaan dalam upaya meningkatkan kepuasan pelanggan dan menjaga pelanggan tetap percaya
terhadap pelayanan perusahaan membuat peneliti tertarik untuk meneliti tentang analisis customer
relations Computa dalam upaya mempertahankan loyalitas pelanggan, peneliti mencoba untuk
mengetahui bahwa khalayak yang menjadi konsumen yang dijadikan target sebagai pelanggan
memang merasakan kepuasan terhadap tindakan dan customer relations yang diterapkan oleh
Computa ditengah-tengah para pesaing barunya. Tujuan penelitian ini untuk mendeskripsikan serta
menganalisis secara rinci kegiatancustomer relationsComputa dan mengetahui suatu kekurangan
serta kelebihan dari kegiatancustomer relationsComputa dalam upaya mempertahankan loyalitas
pelanggan. Penelitian ini menggunakan metode kualitatif deskriptif. Penelitian ini menggunakan
konsep manajemen jasa pelayanan. Hasil dari penelitian ini bahwa Computa memiliki kegiatan
customer relations dengan mengadakan beberapa event rutin. Melalui kegiatan dari beberapa event
rutin ini dijadikan sarana oleh Computa untuk mengomunikasikan kualitas pelayanan Computa
melalui budaya perusahaan, yaitu Rendah Hati, Ramah, Profesional, Peduli, Sungguh-sungguh,
Sopan, dan Jujur. Budayaperusahaan Ramah, Peduli, dan Jujur tidak dilaksanakan dengan baik oleh
beberapa karyawan Computa dalam melayani pelanggannya. Sehingga Computa belum berhasil
mengomunikasikan kualitas pelayanan dengan budaya perusahaan melalui event-event rutin yang
diselenggarakan.
Kata Kunci : Computa, Customer Relations, Budaya Perusahaan
Abstract
Computa is a company engaged in the field of Informations Technology. As the companies
Informations Technology that has been running for 30 years, Computa realized that without the
company's customers have no sense of anything, where business opportunities will be lost.
Implementation in an effort to increase customer satisfaction and keep the regulars believe against
companies making researchers interested in researching on the analysis of customer relations in an
effort to maintain the Computa customer loyalty, researchers tried to figure out that audiences are
being made the target consumers as customers do indeed feel the satisfaction of customer relations
and actions applied by Computa amongst his new competitors. The purpose of this research was to
describe and analyse in detail the activities of customer relations and a lack of knowing Computa as
well as the advantages of customer relations in an effort to maintain the Computa customer loyalty.
This research uses qualitative descriptive method. This research uses the concept of management
services. The results of this research that has activities Computa customer relations by holding some
routine event. Through the activities of some routine event was made by means of communicating
the quality of service for Computa through company culture, Humble, Friendly, Professional, Caring,
Earnest, Polite and Honest. Corporate culture is friendly, caring, and honest is not implemented
properly by the few Computa employees in serving customers. So haven't managed Computa
communicating quality of service with the company culture through regular events held.
Keywords :Computa , Customer Relations , Corporate Culture
| Item Type: | Thesis (Other) |
|---|---|
| Subjek: | H Social Sciences > H Social Sciences (General) |
| Divisions: | x. Faculty of Law, Arts and Social Sciences > School of Social Sciences |
| Depositing User: | Eny Suparny |
| Date Deposited: | 27 Oct 2016 05:05 |
| Last Modified: | 27 Oct 2016 05:05 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/8091 |
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