Metode Komunikasi Media Sosial Dalam Meningkatkan Customers Relationship
Management
Di Plasa Telkom Digital Banjarmasin
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Institusion
Universitas Islam Kalimantan M A B Banjarmasin
Author
Noor, Muhammad Hazriyan
Subject
HE Transportation and Communications
Datestamp
2020-11-25 03:24:50
Abstract :
MUHAMMAD HAZRIYAN NOOR. NPM. 16110123 ?Metode Komunikasi Media Sosial Dalam Meningkatkan Customers Relationship Management di Plasa Telkom Digital Banjarmasin?, Bimbingan Bapak Dr.Murdiansyah Herman, S.Sos., M.AP sebagai pembimbing utama dan Ibu Ade Nur Atika Sari, S.I.Kom, M.I.Kom sebagai Co Pembimbing. Tujuan Penelitian adalah untuk menjelaskan bagaimana metode komunikasi media sosial dalam meningkatkan Customers Relationship Management pada Plasa Telkom Digital Banjarmasin guna mendapatkan kepuasan, dan loyalitas pelanggan terhadap produk Indihome. Untuk pendekatan dengan penelitian ini adalah dengan menggunakan penelitian kualitatif. Dimana pada umumnya penelitian ini bersifat deksriftip, peneliti sebagai instrumen kunci disamping instrumen pendukung pedoman wawancara, panduan observasi, atau dokumentasi dan lainnya. Peneltian ini dapat di jadikan masukkan maupun pembelajaran dalam menambah wawasan pengetahuan untuk menerapkan materi-materi yang sudah dipelajari selama di bangku kuliah, serta untuk mempelajari bagaimana metode komunikasi media sosial dalam meningkatkan Customers Relationship Management di Plasa Telkom Digital Banjarmasin. Plasa telkom memiliki beberapa metode komunikasi media sosial dalam meningkatkan Customers Relationship Mangament, Plasa Telkom selalu memberikan informasi produk, dan pewaran menarik terhadap pelanggannya, serta melakukan pelayanan seperti lapor gangguan, cek pembayaran dan lainya. Plasa Telkom menggunakan media sosial yang diantaranya, WhatsApp, Instagram serta Facebok, hal ini dikarenakan media sosial tersebut mudah diakses bagi Plasa Telkom sendiri maupun bagi para customer. Dilihat dari respon pelanggan, menurut informan pesan ataupun penawaran yang disampaikan kepada customers sudah cukup baik, hal inilah yang menunjang terhadap kepuasan pelanggan dan loyalitas pelanggan. MUHAMMAD HAZRIYAN NOOR. NPM. 16110123 "Social Media Communication Methods in Increasing Customer Relationship Management at Plasa Telkom Digital Banjarmasin", Guidance of Mr. Dr. Murdiansyah Herman, S.Sos., M.AP as the main mentor and Mrs. Ade Nur Atika Sari, SIKom, MIKom as Co Supervisor. The purpose of this study is to explain how social media communication methods in improving the Customer Relationship Management at Plasa Telkom Digital Banjarmasin in order to get customer satisfaction and loyalty to Indihome products. For the approach to this research is to use qualitative research. Where in general this research is descriptive in nature, the researcher is a key instrument in addition to supporting instruments for interview guidelines, observation guides, or documentation and others. This research can be used as input or learning in adding insight into knowledge to apply materials that have been studied in college, as well as to learn how social media communication methods in improving Customer Relationship Management at Plasa Telkom Digital Banjarmasin. Plasa telkom has several methods of social media communication in improving the Customer Relationship Management, Plasa Telkom always provides product information, and attractive offerings to its customers, as well as providing services such as disturbance reports, payment checks and so on. Plasa Telkom uses social media, including WhatsApp, Instagram and Facebok, this is because these social media are easily accessible for Plasa Telkom itself and for customers. Judging from the customer response, according to informants, messages or offers delivered to customers are good enough, this is what supports customer satisfaction and customer loyalty.
MUHAMMAD HAZRIYAN NOOR. NPM. 16110123 ?Metode Komunikasi Media Sosial Dalam Meningkatkan Customers Relationship Management di Plasa Telkom Digital Banjarmasin?, Bimbingan Bapak Dr.Murdiansyah Herman, S.Sos., M.AP sebagai pembimbing utama dan Ibu Ade Nur Atika Sari, S.I.Kom, M.I.Kom sebagai Co Pembimbing. Tujuan Penelitian adalah untuk menjelaskan bagaimana metode komunikasi media sosial dalam meningkatkan Customers Relationship Management pada Plasa Telkom Digital Banjarmasin guna mendapatkan kepuasan, dan loyalitas pelanggan terhadap produk Indihome. Untuk pendekatan dengan penelitian ini adalah dengan menggunakan penelitian kualitatif. Dimana pada umumnya penelitian ini bersifat deksriftip, peneliti sebagai instrumen kunci disamping instrumen pendukung pedoman wawancara, panduan observasi, atau dokumentasi dan lainnya. Peneltian ini dapat di jadikan masukkan maupun pembelajaran dalam menambah wawasan pengetahuan untuk menerapkan materi-materi yang sudah dipelajari selama di bangku kuliah, serta untuk mempelajari bagaimana metode komunikasi media sosial dalam meningkatkan Customers Relationship Management di Plasa Telkom Digital Banjarmasin. Plasa telkom memiliki beberapa metode komunikasi media sosial dalam meningkatkan Customers Relationship Mangament, Plasa Telkom selalu memberikan informasi produk, dan pewaran menarik terhadap pelanggannya, serta melakukan pelayanan seperti lapor gangguan, cek pembayaran dan lainya. Plasa Telkom menggunakan media sosial yang diantaranya, WhatsApp, Instagram serta Facebok, hal ini dikarenakan media sosial tersebut mudah diakses bagi Plasa Telkom sendiri maupun bagi para customer. Dilihat dari respon pelanggan, menurut informan pesan ataupun penawaran yang disampaikan kepada customers sudah cukup baik, hal inilah yang menunjang terhadap kepuasan pelanggan dan loyalitas pelanggan. MUHAMMAD HAZRIYAN NOOR. NPM. 16110123 "Social Media Communication Methods in Increasing Customer Relationship Management at Plasa Telkom Digital Banjarmasin", Guidance of Mr. Dr. Murdiansyah Herman, S.Sos., M.AP as the main mentor and Mrs. Ade Nur Atika Sari, SIKom, MIKom as Co Supervisor. The purpose of this study is to explain how social media communication methods in improving the Customer Relationship Management at Plasa Telkom Digital Banjarmasin in order to get customer satisfaction and loyalty to Indihome products. For the approach to this research is to use qualitative research. Where in general this research is descriptive in nature, the researcher is a key instrument in addition to supporting instruments for interview guidelines, observation guides, or documentation and others. This research can be used as input or learning in adding insight into knowledge to apply materials that have been studied in college, as well as to learn how social media communication methods in improving Customer Relationship Management at Plasa Telkom Digital Banjarmasin. Plasa telkom has several methods of social media communication in improving the Customer Relationship Management, Plasa Telkom always provides product information, and attractive offerings to its customers, as well as providing services such as disturbance reports, payment checks and so on. Plasa Telkom uses social media, including WhatsApp, Instagram and Facebok, this is because these social media are easily accessible for Plasa Telkom itself and for customers. Judging from the customer response, according to informants, messages or offers delivered to customers are good enough, this is what supports customer satisfaction and customer loyalty.
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