Analisis Faktor Penyebab Rendahnya Responsivitas Layanan Pengaduan dan Keluhan Pelanggan Plasa Telkom Yogyakarta

SUNANDAR, Arif, Erwan Agus Purwanto

2013 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

ABSTRACT One of the goals of economic development is to create a prosperous /welfare society that has been stated in the preamble of the Constitution of 1945. Economic development is implemented and managed through an agency of Government which we often refer to the State-owned enterprises (SOEs). The current STATE-OWNED ENTERPRISE engaged in the telecommunication services indirectly become an important sector in economic development. This is evidenced from the life of the world community, including the community that Indonesia could not be released from the development of telecommunications equipment. The development of telecommunications is demanding PT. Telkom as STATE-OWNED ENTERPRISES engaged in the field of telecommunications to able to compete with other operators with hosted services. In practice until now, service Telkom considered not optimal. Some consumers still doing complaints pertaining to products which they use in complaint service available. Pertaining to it, telkom have actually been own mechanisms clear, is through service customer solution that serves as complaint service consumers pt. Telkom in plasa telkom regions. But consumers getting malcontent will answer and handling customer service because regarded unresponsive. Based on it then researcher do research aimed at seeking factors cause the low responsiveness complaint service PT. Telkom with case study in plasa telkom kandatel yogyakarta. Faktor- factor is viewed from 3 things, namely human resources procedure handling complaints, and infrastructure plasa telkom. This research is research deskriptif-kualitatif. Technical data through observation, interview a questionnaire and documentation. Data resources obtained from data primary and secondary data and analyzed in descriptive. Conclusion a research done seen from human resources plasa Telkom mostly employees outsourcing contract or cause the efektifan service because many who resigned before the contract up. Seen from procedure handling complaint many factor causing responsiveness low, including factor technician field, the weather, and also from customer own. While from the infrastructure plasa telkom are considered either in supporting complaint service.

Kata Kunci : Pelayanan Publik