| dc.contributor |
Fakultas Ilmu Komunikasi |
|
| dc.contributor |
|
|
| dc.creator |
Damayanti, Carissa Novia |
|
| dc.creator |
Drajat, Mohamad Subur |
|
| dc.date |
2018-08-08 |
|
| dc.date.accessioned |
2019-09-12T02:35:17Z |
|
| dc.date.available |
2019-09-12T02:35:17Z |
|
| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/humas/article/view/11900 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/22980 |
|
| dc.description |
Abstract. Opinions need to be well managed to maintain a positive image and reputation and maintain customer trust. This study focuses on how the activities of Permata Bank Branch Menara Kadin Jakarta branch in managing opinions and complaints coming from customers. The method used in this research is Qualitative method with Case Study approach, through library study, field study includes non-participant observation, interview, and documentation and internet source. Subjects in this study amounted to 3 (three) key informants from employees of Permata Bank Branch Menara Kadin Jakarta and one supporting informant Setia Budhi. The result of this research is the purpose of opinion management activity at Permata Bank is to get satisfaction and trust of customer and positive image and bank reputation. The process of managing the incoming opinion from customers to Permata Bank is divided into 4 (four) stages, namely data collection and facts of opinion in Customer Service (CS) and Relationship Marketing Priority (RMP), management opinion plan that goes to Customer Service (CS) and Relationship Marketing Priority (RMP), problem solving opinion, and evaluation of opinion management activities. The result of opinion management at Permata Bank as public relations activity is divided into 2 (two), that is result which have positive and negative impact.Keywords: PR Activities, Opinion Management, Customer Opinion, BankAbstrak. Opini perlu dikelola dengan baik untuk menjaga citra dan reputasi yang positif serta menjaga kepercayaan nasabah. Penelitian ini berfokus pada bagaimana kegiatan PR Bank Permata Cabang Menara Kadin Jakarta dalam mengelola opini dan komplain yang masuk dari nasabah.. Metode yang digunakan dalam penelitian ini adalah metode Kualitatif dengan pendekatan Studi Kasus, melalui studi kepustakaan, studi lapangan meliputi observasi non partisipan, wawancara, dan dokumentasi serta sumber internet. Subjek dalam penelitian ini berjumlah 3 (tiga) key informan dari karyawan Bank Permata Cabang Menara Kadin Jakarta dan satu informan pendukung yaitu Setia Budhi. Hasil dari penelitian ini yaitu tujuan kegiatan pengelolaan opini di Bank Permata adalah untuk mendapatkan kepuasan dan kepercayaan nasabah serta citra dan reputasi bank yang positif. Proses pengelolaan opini yang masuk dari nasabah ke Bank Permata dibagi menjadi 4 (empat) tahapan, yaitu pengumpulan data dan fakta opini di Customer Service (CS) dan Relationship Marketing Priority (RMP), rencana pengelolaan opini yang masuk ke Customer Service (CS) dan Relationship Marketing Priority (RMP), penyelesaian opini yang bermasalah, serta evaluasi kegiatan pengelolaan opini. Hasil pengelolaan opini di Bank Permata sebagai kegiatan humas terbagi menjadi 2 (dua), yaitu hasil yang berdampak positif dan negatif.Kata Kunci: Kegiatan PR, Pengelolaan Opini, Opini Nasabah, Bank |
|
| dc.description |
Abstract. Opinions need to be well managed to maintain a positive image and reputation and maintain customer trust. This study focuses on how the activities of Permata Bank Branch Menara Kadin Jakarta branch in managing opinions and complaints coming from customers. The method used in this research is Qualitative method with Case Study approach, through library study, field study includes non-participant observation, interview, and documentation and internet source. Subjects in this study amounted to 3 (three) key informants from employees of Permata Bank Branch Menara Kadin Jakarta and one supporting informant Setia Budhi. The result of this research is the purpose of opinion management activity at Permata Bank is to get satisfaction and trust of customer and positive image and bank reputation. The process of managing the incoming opinion from customers to Permata Bank is divided into 4 (four) stages, namely data collection and facts of opinion in Customer Service (CS) and Relationship Marketing Priority (RMP), management opinion plan that goes to Customer Service (CS) and Relationship Marketing Priority (RMP), problem solving opinion, and evaluation of opinion management activities. The result of opinion management at Permata Bank as public relations activity is divided into 2 (two), that is result which have positive and negative impact.Keywords: PR Activities, Opinion Management, Customer Opinion, BankAbstrak. Opini perlu dikelola dengan baik untuk menjaga citra dan reputasi yang positif serta menjaga kepercayaan nasabah. Penelitian ini berfokus pada bagaimana kegiatan PR Bank Permata Cabang Menara Kadin Jakarta dalam mengelola opini dan komplain yang masuk dari nasabah.. Metode yang digunakan dalam penelitian ini adalah metode Kualitatif dengan pendekatan Studi Kasus, melalui studi kepustakaan, studi lapangan meliputi observasi non partisipan, wawancara, dan dokumentasi serta sumber internet. Subjek dalam penelitian ini berjumlah 3 (tiga) key informan dari karyawan Bank Permata Cabang Menara Kadin Jakarta dan satu informan pendukung yaitu Setia Budhi. Hasil dari penelitian ini yaitu tujuan kegiatan pengelolaan opini di Bank Permata adalah untuk mendapatkan kepuasan dan kepercayaan nasabah serta citra dan reputasi bank yang positif. Proses pengelolaan opini yang masuk dari nasabah ke Bank Permata dibagi menjadi 4 (empat) tahapan, yaitu pengumpulan data dan fakta opini di Customer Service (CS) dan Relationship Marketing Priority (RMP), rencana pengelolaan opini yang masuk ke Customer Service (CS) dan Relationship Marketing Priority (RMP), penyelesaian opini yang bermasalah, serta evaluasi kegiatan pengelolaan opini. Hasil pengelolaan opini di Bank Permata sebagai kegiatan humas terbagi menjadi 2 (dua), yaitu hasil yang berdampak positif dan negatif.Kata Kunci: Kegiatan PR, Pengelolaan Opini, Opini Nasabah, Bank |
|
| dc.format |
application/pdf |
|
| dc.language |
eng |
|
| dc.publisher |
Prosiding Hubungan Masyarakat |
|
| dc.publisher |
Prosiding Hubungan Masyarakat |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/humas/article/view/11900/pdf |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/humas/article/downloadSuppFile/11900/2493 |
|
| dc.rights |
Copyright (c) 2018 Prosiding Hubungan Masyarakat |
|
| dc.source |
Prosiding Hubungan Masyarakat; Vol 4, No 2, Prosiding Hubungan Masyarakat (Agustus, 2018); 523-531 |
|
| dc.source |
Prosiding Hubungan Masyarakat; Vol 4, No 2, Prosiding Hubungan Masyarakat (Agustus, 2018); 523-531 |
|
| dc.source |
2460-6510 |
|
| dc.subject |
Hubungan Masyarakat |
|
| dc.subject |
Kegiatan PR, Pengelolaan Opini, Opini Nasabah, Bank |
|
| dc.subject |
Fakultas Ilmu Komunikasi / Public Relations |
|
| dc.subject |
Kegiatan PR, Pengelolaan Opini, Opini Nasabah, Bank |
|
| dc.title |
Pengelolaan Opini Nasabah di Bank Permata |
|
| dc.title |
PENGELOLAAN OPINI NASABAH DI BANK PERMATA |
|
| dc.type |
info:eu-repo/semantics/article |
|
| dc.type |
info:eu-repo/semantics/publishedVersion |
|
| dc.type |
Peer-reviewed Article |
|
| dc.type |
kualitatif |
|
| dc.type |
Kualitatif, Studi Kasus |
|