Aktivitas Customer Relations PT. Trimegah Auto Plaza BSD dalam Menangani Keluhan Pelanggan tentang Recall Fuel Pump Mobil Honda Brio (Periode Januari - April 2023)
Abstract
Dalam dua tahun silam dunia ototmotif khususnya brand mobil Honda mengeluarkan press release tentang penarikan part komponen fuelp ump mobil Honda salah satunya adalah Brio karena terindikasi bermasalah, dan baru dikampanyekan untuk perbaikan pada tahun 2021 lalu hingga tahun ini. Hal tersebut menimbulkan komplain yang menjadikan sebagai topik keluhan pelanggan. Oleh karena itu, penelitian ini bertujuan untuk mengetahui aktivitas customer relations dalam menangani keluhan pelanggan tentang recall fuel pump mobil Honda Brio di PT. Trimegah Auto Plaza. Penelitian ini menggunakan paradigma konstruktivisme dan metode penelitian kualitatif dengan pendekatan studi kasus. Subjek penelitiannya adalah pihak yang bisa memberikan informasi terkait seperti kepala bengkel, divisi CRM specialist Handling Complain, dan customer relations officer sebagai key informan dan dua orang pelanggan PT. Trimegah Auto Plaza sebagai informan. Hasil penelitian dilakukan penerapan pada aktivitas customer relations dalam menagani keluhan pelanggan tentang recall fuel pump di PT. Trimegah Auto Plaza BSD, menjalankan bentuk komunikasi organisasi dalam mentuntaskan keluhan pelanggan, memahami tipe-tipe pelanggan yang sering dijumpai dalam penanganan keluhan, dan memberikan pengedukasian kepada pelanggan terkait aplikasi Honda E-Care.
Kata Kunci: Aktivitas, Customer Relations, Komunikasi Organisasi, Tipe PelangganReferences
Alo Liliweri, (2017). Komunikasi Antarpersonal. Jakarta. Grasindo.
Ardianto, Elvinaro. (2010). Metodologi Penelitian untuk Public Reltions. Bandung: Simbiosa Rekatama Media.
Arni, Muhammad. 2017. Komunikasi Organisasi. Jakarta : Prenadaedia Group.
Clampitt, P. G. (2017). Communication for Managerial Effectiveness: Challenges, Strategies, Solutions (Sixth). SAGE.
Cutlip, Scott M, Allan H. centre, & Glen M. Brown, 2006, Effective Public Relations, Prentice Hall, New Jersy
Effendy, Onong Uchjana, 1986. Dimensi Dimensi Komunikasi, Bandung : Alumni.
Jorge Reina Schement. (2002). Encyclopedia of Communication and Information (Vols. 2). New York: Macmillan Reference USA
Kasali, Rhenald. (2005). ManajemenPublicRelationsKonsepsi Dan AplikasinyaDiIndonesia. Jakarta: PT. Pustaka Utama Grafiti.
Kriyantono, Rachmat. (2006). Teknik Praktis Riset Komunikasi. Jakarta: Kencana.
Moore, Frazier. 2004. Humas Membangun Citra dengan Komunikasi. Bandung : PT. Remaja
Nurjaman, Kadar dan Khaerul Umam. (2012). Komunikasi dan Public Relation. Bandung: CV Pustaka Setia
Pace, R. Wayne dan Don F. Faules. 2013. Komunikasi Organisasi: Strategi Meningkatkan Kinerja Perusahaan, Terj. Deddy Mulyana. Bandung: PT Remaja RosdaKarya
Romadona M. R & Setiawan S.(2020).Komunikasi Organisasi Dalam Fenomena Perubahan Organisasi Dilembaga Penelitiandan Pengembangan vol5 (1) hal 91-104.
Romadhina, A. P. (2020). Pengantar Ilmu Ekonomi Mikro dan Makro.
Sugiyanto, L. N., & Wanten, I. K. (2020). Studi Kelayakan Bisnis Penerbit Yayasan Pendidikan dan Sosial Indonesia Maju (YPSIM) Banten 2020. Cetak Perdana.
Sugiyanto, S., & Candra, A. (2019). Good Corporate Governance, Conservatism Accounting, Real Earnings Management, And Information Asymmetry On Share Return. Jiafe (Jurnal Ilmiah Akuntansi Fakultas Ekonomi), 4(1), 9-18.
Schement, Jorge [ed] (2002). Encyclopedia Of Communication AndInformation. New York: McMillan Reference.
Suryadi. (2007). Strategi Mengelola Public Relations Organisasi. Jakarta: Edsa Mahkota
Sugiyanto, S. (2022). The effect of the audit opinion, financial distress, and good corporate governance on audit delay. Keberlanjutan : Jurnal Manajemen dan Jurnal Akuntansi, 7(1), 72-82
Sugiyanto, S., & Febrianti, F. D. (2021). The effect of green intellectual capital, conservatism, earning management, to future stock return and its implications on stock return. The Indonesian Accounting Review, 11(1), 93.
Syafrizal, S., & Sugiyanto, S. (2022). Pengaruh Capital Intensity, Intensitas Persediaan, dan Leverage terhadap Agresivitas Pajak (Studi pada Perusahaan Pertambangan Terdaftar Idx 2017-2021). SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 5(3), 829-842.
Afandi, A. (2021). MENTORING PROGRAM: Empowerment and Human Resources Development. AKADEMIK: Jurnal Mahasiswa Humanis, 1(3), 87-94.
Andreas, D. (2022). EMPLOYEE PERFORMANCE: The Effect Of Motivation And Job Satisfaction. PRODUKTIF: Jurnal Kepegawaian dan Organisasi, 1(1), 28-35.
Anggranei, F. N. (2020). Realitas Kompetensi Guru Pasca Sertifikasi. Scientific Journal of Reflection: Economic, Accounting, Management and Business, 3(4), 331-340.
Gunawan, I. (2022). CUSTOMER LOYALTY: The Effect Customer Satisfaction, Experiential Marketing and Product Quality. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 35-50.
Indra, W. (2021). Detection of Gen C/EBPα Encodes the Meat Quality. AKADEMIK: Jurnal Mahasiswa Sain & Teknologi, 1(1), 24-32.
Iswardani, W. (2021). Hydroponic Vegetable Production Planning at Plantation Parung Farm Bogor. AKADEMIK: Jurnal Mahasiswa Sain & Teknologi, 1(1), 8-15.
Jayanti, L. (2022). Socialization Of Financial Literacy During The Covid-19 Pandemic In South Tanggerang MSME Gallery. Jurnal PKM Manajemen Bisnis, 2(1), 34-43.
Novitasari, A., & Yulizar, Y. (2023). Company Value Disclosure Based on Fundamental Analysis of Energy Companies in Indonesia. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 3(2), 65-73.
Anggraini, F. N. (2022). PERFORMANCE: Self, Management, and Organizational Social Perspectives. PRODUKTIF: Jurnal Kepegawaian dan Organisasi, 1(1), 1-9.
Nurbaeti, S. (2022). Significance of the Influence of Leadership Model, Morale, and Satisfaction on Performance Consistency. PRODUKTIF: Jurnal Kepegawaian dan Organisasi, 1(1), 10-18.
Nuriadi, N. (2021). The Effectiveness Of Application Of Marketing Strategies In Private Higher Education. AKADEMIK: Jurnal Mahasiswa Humanis, 1(3), 104-113.
Nurlaila, P. (2022). PERFORMANCE MODEL: Satisfaction, Commitment and Reward Based. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 19-26.
Pambudi, R. F., & Kustini, E. (2023). BUSINESS DIGITALIZATION TRAINING: Optimization of Digital Business Opportunities and Advantages. Jurnal PKM Manajemen Bisnis, 3(1), 14-22.
Rahman, A. (2023). Professional Work Model in Terms of Standard Operating Procedures, Intelligence, Rules and Ethics. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 3(2), 74-85.
Sari, E. N. (2021). Concept Of Small And Medium Entrepreneurs In Customer Oriented Islam. AKADEMIK: Jurnal Mahasiswa Humanis, 1(3), 123-131.
Anggraeni, F. N. (2020). Survey Motivasi Kerja Driver Ojek Online Grab. Scientific Journal Of Reflection: Economic, Accounting, Management and Business, 3(3), 251-260.
Solahudin, M. (2022). PREDICTING THE INCREASE OF COMPANY VALUE BASED ON PROFIT AND DEBT GOVERNANCE POLICIES: A Case Study on Indonesian Automotive Companies. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 2(3), 123-131.
Wulandari, D. (2022). Customer Satisfaction as a Priority in Excellent Banking Services. KINERJA: Jurnal Manajemen Organisasi dan Industri, 1(1), 27-34.
Downloads
Published
Issue
Section
License
Open Access
HUMANIS (Humanities, Management and Science Proceedings) is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.
Copyright
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. Authors or others are allowed to multiply article as long as not for commercial purposes. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Disclaimer
No responsibility is assumed by publisher and co-publishers, nor by the editors for any injury and/or damage to persons or property as a result of any actual or alleged libelous statements, infringement of intellectual property or privacy rights, or products liability, whether resulting from negligence or otherwise, or from any use or operation of any ideas, instructions, procedures, products or methods contained in the material therein.
