Pengembangan Customer Relationship Management (CRM) sebagai bagian dari Layanan Prima (Service Excellence):(Studi kasus pada Layanan Informasi Pelanggan Melalui Infornation Mobille PT. Angkasa Pura I

IKHWATI, Romadhoni Nurul, I Gusti Ngurah Putra

2014 | Skripsi | Ilmu Komunikasi

ABSTRACT DEVELOPMENT OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AS PART OF THE SERVICE EXCELLENCE Study on Customer Information Services "Information Mobile" PT. Angkasa Pura I Adisucipto International Airport Yogyakarta By : Romadhoni Nurul Ikhwati 10/297004/SP/ 23910 This study aims to determine how the activity of a information mobile service as part of service excellence PT. Angkasa Pura I Adisujipto Yogyakarta and to provide an analysis of the operation and performance of the customer information services through information mobile PT. Angkasa Pura I Adisutjipto Yogyakarta. This study includes a qualitative study that explores an issue with detailed restrictions, have a deep data collection, and includes a variety of resources. For data collection, the researcher used the method of direct observation, in-depth interviews, and documentation. As for sampling the researcher used purposive technique in accordance with the purposes for which explored in this study is the depth of information, not the quantity of respondents. After the data is collected, then analyzed using the technique of comparing the pattern of empirical patterns and predictable pattern. If the two patterns are equal, then the result can strengthen the internal validity of the case study in question. The results of the analysis showed that there are many similarities between the empirical pattern (theory of service excellence) with a predictable pattern (information mobile services). It can be seen from the performance of information mobile capable of providing excellent customer service so that won the majority of the respondents' assessment of the quality of airport services Adisutjipto Yogyakarta with a good category.

Kata Kunci : Public Relations