Customer Relationship Management PT. PLN (Persero) ULP Cileungsi Melalui Aplikasi New PLN Mobile

Aulia, Fryzkadini (2022) Customer Relationship Management PT. PLN (Persero) ULP Cileungsi Melalui Aplikasi New PLN Mobile. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

This study discusses the Customer Relationship Management of PT. PLN (Persero) ULP
Cileungsi through the New PLN Mobile application. Before the New PLN Mobile
application, PT. PLN (Persero) ULP Cileungsi is known as a company that has poor
service quality in the eyes of the public, this is because the company in responding to
requests and requests from its customers is not timely in the process. Since the pandemic
PT. PLN (Persero) ULP Cileungsi realizes the New PLN Mobile application for the public
to use the application as a place to make requests or requests related to electricity problems
without visiting the PLN office directly. The purpose of this study was to analyze the
Customer Relationship Management of PT. PLN (Persero) ULP Cileungsi through the New
PLN Mobile application in improving service quality. The method used in this research is
descriptive research with a qualitative approach by looking at the dimensions of service
quality according to Parasuraman (1988), where this study wants to know tangibles,
empathy, reliability, responsiveness, assurance. The results of this study can be concluded
that the application of CRM is carried out by PT. PLN (Persero) ULP Cileungsi in
improving service quality has been successfully carried out as a form of CRM
implementation by the company in responding and paying attention to what the needs of
customers are and paying attention to customer satisfaction. Based on this, it can be
recommended for further research to be able to analyze more deeply related to the
dimensions of service quality at the state electricity company (PLN).
Keywords: Customer, Customer Relationship Management, New PLN Mobile Application.

Item Type:	Thesis (TA, Skripsi, Tesis, Disertasi) (Sarjana (S1))
Contributors/Dosen Pembimbing,NIDN Dosen bisa diakses di LINK https://bit.ly/NIDNdosenunismabekasi:	Contribution Contributors / Dosen Pembimbing NIDN UNSPECIFIED Hartini, Tin UNSPECIFIED
Keywords / Kata Kunci:	Customer, Customer Relationship Management, New PLN Mobile Application.
Subjects:	Manajemen Public Relations Pelayanan
Faculty:	Fakultas Komunikasi Sastra dan Bahasa > Ilmu Komunikasi S1
Depositing User:	Users 196 not found.
Date Deposited:	18 Aug 2022 08:03
Last Modified:	18 Aug 2022 08:03
URI:	http://repository.umindonesia.ac.id/id/eprint/672

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