Broadcast media has an important role in social life in Indonesia because broadcasting does not only act as an entertainment medium but provides information that is needed by the public. This is a challenge for LPP RRI where it is required to maintain its idealism and existence and attract the attention of listeners so that it can support and bridge the interests of the community. One interesting program is "Lintas Denpasar Pagi" because this program offers information and news that is actual and relevant to the local community so that it is expected to bridge the public interest. Therefore, it is necessary to develop a program strategy for the Lintas Denpasar Pagi program to contribute to society and maintain idealism and existence during tight competition in the broadcasting industry. The strategy is prepared using a descriptive research method with a qualitative approach, where data is obtained from interviews, observation, and documentation and data analysis using the SWOT approach. Based on the analysis that has been done, the Lintas Denpasar morning production team must pay attention to input from loyal and loyal listeners and partners who are collaborating. Then an initiative is needed to add to other market segmentations and take advantage of digital technology such as mobile applications and social media. To attract listeners, it is necessary to have up-to-date and up-to-date information about various things that the community needs as well as collaborating with various arts and cultural communities in Bali which can be a solution to attracting local listeners.
Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many customers who complained about the poor service system so far is are leaky pipe impact on the high notes of erroneous meter, water quality is still dirty muddy, and sluggish handling of a complaint. The aim of research is to find out a complaint management system in order to improve customer satisfaction at PDAM Tirta Kahuripan. The theory used to analyze a system of customer complaints is the referring to the Minister of Administrative Reform and Bureaucratic Reform No. 3 Year of 2015 on the Road Map Development Complaints Public Service Nationwide with 3 sizes of complaint management : outcomes, targets, and programs. While, improving customer satisfaction using Fandi Tjiptono and Gregory Cahndra theory (2006: 130) with four dimensions to measure customer satisfaction : the system of complaints and suggestions, Customer satisfaction Survey, Ghost Shopping (Shadow Customer), and Customer Switching Analysis. Research methods used in this research is descriptive quantitative method using questionnaires / questionnaire and interviews as the main instrument to collect data. The results showed that the management of customer complaints in accordance with to existing procedures with the acquisition of a score of is 3.32 according to the with category of interpretation of the category is as quite good enough (moderate). Meanwhile, the results of data analysis by increasing customer satisfaction PDAM Tirta Kahuripan obtained a score of is 2.83 in the category with category of interpretation as good enough (moderate). Nevertheless, But there is a needs to be have a system or application that can be accessed in to the customer complaints and the organizers therefore PDAM can respond and follow complaint subsequently. Keywords : Complaint Management System , Customer Satisfaction
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