ABSTRAK

Rizqa Hasinah, D1C114252, 2019. Customer Relations Dalam Penanganan Keluhan Pelanggan (Complaint Handling) Pada PT Pelabuhan Indonesia (PELINDO) III Cabang Banjarmasin. Dibawah bimbingan oleh Sri Astuty dan Novaria Maulina.

            Tujuan penelitian ini adalah untuk mengetahui bagaimana Customer Relations yang dilakukan Customer Service PT Pelabuhan Indonesia (PELINDO) III Cabang Banjarmasin dalam melakukan penanganan keluhan pelanggan. Penelitian ini berfokus pada penanganan keluhan PT.Pelindo III Banjarmasin.

            Pendekatan penelitian yang digunakan dalam penelitian ini adalah pendekatan kualitatif, dengan tipe penelitian deskriptif. Teknik pengumpulan data yang digunakan adalah wawancara dan dokumentasi. Teknik analisa data menggunakan reduksi data, penyajian data, dan menarik kesimpulan. Teknik validitas data menggunakan triangulasi sumber.

            Hasil penelitian ini menunjukkan bahwa ada upaya dari Customer Service PT.Pelindo III Banjarmasin  dalam menjalankan Customer Relations terkait penanganan keluhan pelanggan, diantaranya dengan melakukan langkah-langkah menangani keluhan. Faktor pendukung Customer Relations PT.Pelindo III cabang Banjarmasin dalam penanganan keluhan pelanggan adalah  layanan informasi dan komunikasi yang baik, dukungan dari pihak manajemen, serta SDM Customer Service yang berkualitas. Faktor penghambat Customer Relations PT.Pelindo III cabang Banjarmasin adalah sarana dan prasarana yang belum lengkap serta sistem IT yang seringkali masih mengalami gangguan saat melakukan pelayanan kepada pengguna jasa .

Kata Kunci : Customer Relations, Customer Relations PT.Pelindo III cabang Banjarmasin, Penanganan Keluhan.

ABSTRACT

            Rizqa Hasinah, D1C114252, 2019, Customer Relations In Handling Customer Complaint (Study on PT.Pelindo III region Banjarmasin). Under guidance by Sri Astuty and Novaria Maulina.

            This research was purpose to investigate the Customer Relations that Customer Service PT.Pelindo III region Banjarmasin do in Handling Customer Complaint. This research focused on PT.Pelindo III Banjarmasin complaint handling.

            The research approach used in this research was qualitative research with descriptive type of research. Data collection techniques used were interviews and documentation. Data analysis  techniques used were data reduction, data presentation, and conclusion collect. Data validity technique used source triangulation.

            The result of this study indicate that there is an effort from Customer Service PT.Pelindo III region Banjarmasin in carrying out its role on Customer Relations in handling customers complaint, such as doing some steps in handling complaint. Proponent factors Customer Relations PT.Pelindo III region Banjarmasin in handling customer complains are good information and good communication service, and as well as management support, also high quality human resources. The inhibiting factors of Customer Relations PT.Pelindo III region Banjarmasin are the facilities that still incomplete and also IT systems that oftentimes affected by disruption during service to customers.

Keywords: Customer Relations, Customer Relations PT.Pelindo III region Banjarmasin, Complaint Handling.