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Journal articles on the topic 'Relations Customer'
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Putri Azzahra Fitriani and Syifa Astasia Utari. "Upaya Public Relations Melalui Customers Relations Managament Mitsubishi Suryopranoto." TUTURAN: Jurnal Ilmu Komunikasi, Sosial dan Humaniora 2, no. 2 (2024): 222–33. http://dx.doi.org/10.47861/tuturan.v2i2.953.
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Maintaining good relationships with customers is a successful way for companies to retain customers, in this case it is important to pay attention to customers and know potential long-term needs so that customers remain loyal to the company. This research aims to find out how Public Relations Efforts through Mitsubishi Suryopranoto's Customer Relations Management are the focus of the research. This research uses a qualitative descriptive method. The theories used in this research are Public Relations theory, Two way symmetric model, Customer Relations Management theory. Data collection techniques through interviews and documentation. The validity technique used is source triangulation. The results of this research indicate that the Customer Relations Management activities carried out by Mitsubishi Suryopranoto were successful in retaining customers through implementing special programs, improving service quality, and handling customer complaints. These activities produce customer satisfaction so that they can retain customers.
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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.
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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this time. Paradigms that focus on how to provide services to the customer so that the customer was satisfied, beyond what can be given to something that is important and not to be underestimated. Skills to understand and fulfill customer expectations should be every company’s business philosophy of banking services and customer relationship management is a strategy
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Sagiyanto, Asriyani, Ayu Andini Mawadda, Ade Rahmah, and Ardian Setio Utomo. "Communication Strategy Customer Relations Officer PT Dwitunggal Putra Pegadai Tangerang Branch in Handling Customer Complaints." Buletin Poltanesa 25, no. 1 (2024): 46–51. http://dx.doi.org/10.51967/tanesa.v25i1.3050.
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Customer Relations Officers are a bridge between customers and the company, especially in handling customer complaints. This research aims to determine the company customer relations office strategy PT Dwitunggal Putra Pegadai Tangerang branch in handling customer complaints. This study used a descriptive qualitative method. This research shows that Customer Relations Officers are essential in handling customer complaints and creating customer satisfaction. The Customer Relations Officer's process in resolving customer complaints can be carried out from the start, namely identifying existing problems, what complaints the customer is complaining about, developing a plan to resolve the complaint, and then acting and communicating efforts to improve customer complaints. Moreover, this is the re-evaluation stage of whether the Customer Relations Officer has resolved the problem. Apart from that, it also carries out several strategic steps in relations with customers namely Fact-finding which is it appears that accurate data and evidence support problems, Planning and Programming which the company creates a way that can connect between companies with customers, Taking Action and Communicating which the company prioritizes a personal approach to consumers and Evaluation which the company gets a good score from CSI in terms of customer satisfaction. The company can resolve the problems included in the service mechanism.
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Nur Halim, Maal Abrar, and Hanifahturahmi. "Strategi Marketing Public Relation PT. JNE Express Pekanbaru dalam Meningkatkan Kualitas Terhadap Kepuasan Pelanggan." JISHUM Jurnal Ilmu Sosial dan Humaniora 1, no. 2 (2022): 237–46. http://dx.doi.org/10.57248/jishum.v1i2.63.
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The study, entitled strategy Marketing Public Relations in creating quality for JNE expedition customer satisfaction, the activities carried out by marketing public relations in order to create customer satisfaction In jne Pekanbaru.The aim of this study is to learn more about public relations and marketing strategies to find out what products and programs from JNE that customers remain loyal to the JNE expedition, and in order to create customer satisfaction using certain strategies. This study uses descriptive analysis to describe the problem of the creation of Marketing and Public relations strategy in creating customer satisfaction Online shop. This study uses data collection techniques, literature study, observation, interviews and documentation. The results of this study prove that the strategy of marketing public relations, with the Theory of Marketing Public Relations that strategy in JNE canbe well received by customers and can increase customer satisfaction.
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Rahman, Fairizal. "Marketing Public Relations Starbucks Indonesia dalam Membangun Loyalitas Customer." Jurnal Kopis: Kajian Penelitian dan Pemikiran Komunikasi Penyiaran Islam 6, no. 1 (2023): 50–75. http://dx.doi.org/10.33367/kpi.v6i1.3737.
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In the Coffee Shop business in Indonesia, competition is becoming increasingly intense. The success of a company in competing with its rivals depends on the good relationship between the company and its customers through optimal service that meets their needs. To build customer loyalty, a crucial role is played inpublic relations. One of the strategies used by companies to build customer loyalty is through Marketing Public Relations. The purpose of this research is to determine how Starbucks Coffee Indonesia uses Marketing Public Relations strategies to build customer loyalty. A qualitative research method was used in this study with data collection techniques through literature review. The results of this research show that Starbucks Coffee Indonesia has successfully built customer loyalty through three main strategies: creating emotional connections with customers, using easily recognizable merchandise and branding, and implementing Customer Relations in loyalty programs. Starbucks Coffee Indonesia creates emotional connections with customers through comfortable store designs, serving quality coffee, and providing personal attention and rewards to customers. The company also uses easily recognizable merchandise and branding, with the Starbucks logo as a means to build customer loyalty. Lastly, the implementation of Customer Relations by baristas in the loyalty program is also an important factor in building customer loyalty. This research concludes that Starbucks Coffee Indonesia has successfully utilized Marketing Public Relations strategies optimally to build customer loyalty, as evidenced by the company's success in overcoming the increasingly intense competition in the Coffee Shop business in Indonesia. From an Islamic communication perspective, Starbucks' marketing public relations communication has also fulfilled the principles of communication in Islam: qaulan sadiddan, qaulan balighan, qaulan maysuran, qaulan layyinan, and qaulan kariman.
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Thompson, Kathy T. "Customer Relations Enhance Community Relations." Kappa Delta Pi Record 24, no. 4 (1988): 110–13. http://dx.doi.org/10.1080/00228958.1988.10517858.
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Aina Kusumawati Sagual Putri, Mochammad Mirza, Ari Suseno, and Alamsyah. "STRATEGI HUMAS PERUMDAM TIRTA KERTA RAHARJA KABUPATEN TANGERANG DALAM MENANGANI KELUHAN PELANGGAN." INTERPRETASI : Communication & Public Relation 4, no. 1 (2024): 35–45. http://dx.doi.org/10.53990/interpretasi.v4i1.154.
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This research examines the public relations strategy of PERUMDAM TKR Tangerang Regency in handling customer complaints and improving service. A fast and precise strategy is needed to handle customer complaints. The purpose of this research is to find out the strategies used by PERUMDAM TKR Tangerang Regency public relations in handling customer complaints. This research uses a descriptive qualitative approach, meaning it provides a thorough and in-depth explanation of the subject matter discussed. Data shows that public relations must understand their primary role in handling customer complaints. This includes handling customer technical and administrative complaints. A public relations strategy is needed to handle customer complaints more efficiently. The results of this research are 1. Public Relations has strategic stages in handling customer complaints, 2. Public Relations does not only handle complaints, but provides company information to customers via social media, 3. Public Relations carries out good two-way communication, 4. The percentage of PR services increases every year, 5. The obstacle in handling customer complaints is that we cannot directly process complaints that go to the PR department.
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Muhammad, Lakhi, and Gul-e.-Rana Gul-e-Rana. "Do service firm employee and customer relations matter for customer forgiveness in service recovery?" Asia Pacific Journal of Marketing and Logistics 31, no. 4 (2019): 1216–32. http://dx.doi.org/10.1108/apjml-09-2018-0355.
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PurposeCustomer forgiveness is gaining importance in service recovery. This study debates that service firm employees and the customers’ relations are supportive resources for the customer while deciding for forgiveness. Accordingly, the purpose of this paper is to test the effects of structural, relational and cognitive social capital on customer forgiveness and thereof the effects of customer forgiveness on negative word of mouth and repatronage intentions.Design/methodology/approachPartial least squares–structural equation modeling was employed to test the hypothesized relations on usable data from 428 banking customers who registered their complaint recently.FindingsResults show that structural, relational and cognitive social capital explained a unique variance in customer forgiveness with significant positive influence, whereas customer forgiveness has a significant positive effect on repatronage intentions and a significant negative influence on negative word of mouth.Originality/valueCustomer forgiveness is a convincing idea in service recovery. This study proposed and empirically verified that social capital in relations of service firm employee and customer relations is important for customer forgiveness to minimize negative word of mouth and enhance repatronage intentions.
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Susilowati, Susilowati, Titi Widaningsih, and Toto Soebandoro. "Strategi Customer Relations dan Kekayaan Media PT Mandiri Cipta Sejahtera Pada Masa Pandemi COVID-19." Jurnal Komunikasi 12, no. 2 (2021): 152–61. http://dx.doi.org/10.31294/jkom.v12i2.11496.
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The impact that occurred during the COVID-19 pandemic with the determination to work from home (WFH) which resulted in the obstruction of face-to-face communication activities with customers, thus requiring a strategy to establish relationships and maintain good communication with customers. The purpose of this study is to identify and describe the strategy of customer relations and the use of video conferencing using Zoom Cloud Meeting. The concept of Customer Relations Strategy used is Qutlip and Wood and Smith's Computer Mediated Communication (CMC) Theory and Daft and Lengel's Media Richness Theory. Research at PT Mandiri Cipta Sejahtera uses a qualitative approach with descriptive methods and uses the postpositivism paradigm. Data analysis uses Huberman and Miles data analysis, namely Data Reduction by collecting field data such as interviews, videos of the Zoom Meeting, data from the company's website and social media. The results of the study: (1) the company's customer strategy has met the stages of the customer relations strategy, namely; Fact Finding, Planning and programming, Taking action and communicating, evaluation, and the company has carried out customer relations activities, namely superior service to customers, excellent service (service off excellence) and good relations with customers (good relationship). (2) In the use of Zoom Cloud Meetings as a media resource, the implementation of Zoom Meetings is not fully media capable of sending many signals, and able to provide immediate feedback, can perform various languages, symbols and share data, also able to focus on delivering messages. Keywords: Strategi Customer Relations, Video Konfrensi, Computer Mediated Communications, Kekayaan Media
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Pranaditya, Ari, Harries Arizonia Ismail, and Khansa Sabihah. "The Important Role of Customer Satisfaction in Sharia Bank in relation to Service Quality and Relational Marketing towards Customer Loyalty." AL-ARBAH: Journal of Islamic Finance and Banking 6, no. 1 (2024): 53–74. http://dx.doi.org/10.21580/al-arbah.2024.6.1.20991.
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Purpose - This study aims to examine the effect of service quality on customer loyalty, customers' satisfaction on loyalty and examining how relational marketing affects customer loyalty within the scope of organizations that practice Islamic values in Indonesia.Method - This research is an explanatory research which explain the position of the variables studied and the influence between one variable and another. To process the data in this study using The Structural Equation Modelling (SEM) from the AMOS 20.0 software package.Result - The result of this research shows that service quality, relational marketing and customer satisfaction influences positively and significantly to customer loyalty.Implication - This study implies customers of Bank Syariah Indonesia in Semarang, Central Java Province, Indonesia who have been a customer for more than 1 year.Originality - The paper looks into the relations of service quality on customer loyalty, customers' satisfaction on loyalty and examining how relational marketing affects customer loyalty in Bank Syariah Indonesia in Semarang, Central Java Province, Indonesia in the third year after the merger to seek if the variables have already served well in the company.
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Bedi, Akanksha, and Aaron C. H. Schat. "Employee revenge against uncivil customers." Journal of Services Marketing 31, no. 6 (2017): 636–49. http://dx.doi.org/10.1108/jsm-01-2016-0003.
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Purpose This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations. Design/methodology/approach The authors used survey data based on the critical incident method provided by a sample of 431 customer service employees. Findings The results suggested that blaming a customer was positively associated with desire for revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was less strongly associated with desire for revenge when employees empathized with customers. Finally, the results show that an employee who desired revenge against the uncivil customer and who empathized with the customer was more – not less – likely to engage in revenge. Practical implications The authors found that when employees experience mistreatment from customers, it increases the likelihood that they will blame the offending customer and behave in ways that are contrary to their organization’s interests. The results suggest several points of intervention for organizations to more effectively respond to customer mistreatment. Originality/value In this study, the authors make one of the first attempts to investigate the relationships between service employee attributions of blame when they experience customer incivility, desire for revenge and customer-directed revenge behaviors. The authors also examined whether empathy moderates the relations between blame attribution, desires for revenge and revenge behavior.
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Sulmiah, Sulmiah, Ihwan Madani, Muhamamd Guntur, and Asri Nur Aina. "Public Relations Services of PT PLN (Persero) North Makassar Customer Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study)." Jurnal Aktor 3, no. 3 (2024): 1. http://dx.doi.org/10.26858/aktor.v3i3.63206.
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This study aims to find out how the Public Relations Service of PT PLN (Persero) North Makassar Customer Service Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study). To achieve this goal, researchers use data collection techniques through observation, interviews, and documentation. The data obtained from the research results were processed using qualitative analysis to determine the Public Relations Service of the North Makassar Customer Service Implementation Unit in Overcoming Customer Complaints (Prepaid Electricity Case Study).The results showed that the Public Relations Service of PT PLN (Persero) North Makassar Customer Service Implementation Unit in overcoming customer complaints (prepaid electricity case study) based on service quality indicators Zeithmal-Parasuraman-et al (Pasolong 2013), namely Direct Evidence, Reliability, Responsiveness, Assurance, Attitude is good enough but still needs to be optimized on every indicator. This is evidenced by observations and interviews that have been conducted. Suggestions: 1) In improving promising services to customers, PLN North Makassar Customer Service Implementation Unit must provide good service so as to create customer satisfaction. 2) The issue of politeness and friendliness of officers towards customers is good and must be maintained and improved.3) Officers can create ease of communication with customers and provide information that is easy to understand.
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Pulih Asih, Akas Yekti, Budhi Setianto, Agus Aan Adriansyah, Difran Nobel Bistara, and Nikmatus Sa'adah. "Efforts to increase interest in using company guaranteed patients by approaching customer relations management." Bali Medical Journal 11, no. 2 (2022): 660–64. http://dx.doi.org/10.15562/bmj.v11i2.3136.
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Introduction: Customer relationship management (CRM) is a strategy hospitals can use to realize patient-centered care. The study was based on the low interest in inpatient visits by company guarantees, where only 11.4% of employees used inpatient facilities at Ciputra Mitra Hospital (CMH). This study aimed to develop an effort to increase inpatient visits by company guarantees at CMH Banjarmasin. Methods: This study was conducted on 95 respondents from company customers. Of the 95 customers, they are divided into actual customers, namely those who have used inpatient services, as many as 58 people and potential customers who have not utilized as many as 37 people. The data is processed by classifying some between actual and potential customers and processed descriptively from several variables, including Satisfaction, Interact and Loyalty. Results: This study informs that the low interest in visiting is strongly influenced by customer knowledge regarding the company's cooperation with hospitals and services following customer needs. The actual customer differentiation is mostly just first-timers and repeat customers, while the rest are prospects who have not taken advantage of the services at CMH. The interaction of the hospital with partner company customers at CMH influences satisfaction with a significance of <0.001, while the resulting patient satisfaction influences loyalty with a significance of <0.001, thereby increasing customer loyalty. Conclusion: Based on this study, most customers were prospective customers who had never used inpatient services. The service experience felt by customers is the same as other customers, while customer loyalty to CMH is higher than customer loyalty to other hospitals.
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Farhi, Faycal, Riadh Jeljeli, Khaled Zamoum, Yamine Boudhane, and Faten Ben Lagha. "Metaverse Technology in Communication Practices: A Case Study of IT Products Retailers in the UAE." Emerging Science Journal 7, no. 3 (2023): 928–42. http://dx.doi.org/10.28991/esj-2023-07-03-019.
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Introduction: Retail companies aim to provide their customers with improved customer support and public relations services. For this purpose, metaverse technology is one of the most preferred approaches to improving customers’ buying and post-purchase experiences. Aims: This research also examined metaverse technology acceptance among the IT products and services companies in the United Arab Emirates. Methods: The researchers employed a self-proposed study model and used the structural equation modeling approach. Results: Results revealed that relative advantage significantly affects customer support and public relations. However, transparency does not affect customer service and public relations significantly, while the effect of perceived compatibility on customer support remained insignificant while public relations remained significant. Finally, the effect of public relations on metaverse technological acceptance remained insignificant. Besides, the effect of customer support on metaverse technology acceptance remained significant. Overall, the results supported the role of certain factors proposed by the diffusion of innovation theory in the context of PR and customer support, which is further accelerating the metaverse technology adoption among the IT retailers in the UAE. Conclusion: Thus, this study concludes that the role and adoption of metaverse technology not only highlight its acceptance but also address its importance in improving IT retail products and services. Doi: 10.28991/ESJ-2023-07-03-019 Full Text: PDF
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Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN." Jurnal Visi Komunikasi 18, no. 1 (2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.
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Kuningan City Mall is one of the property industry fields, namely a shopping mall that was established in 2012 in South Jakarta. Along with the development of the retail service industry, Kuningan City Mall is well aware of the importance of quality customer relations programs to increase customer trust which leads to satisfaction and profitability. In realizing customer trust requires a good or positive experience from a company. This experience can be realized through good communication in customer relations program activities, in this case Kuningan City Mall develops a "K-Passport" program to improve the quality of the customer relations program and enhance a sense of trust in the eyes of its customers. Quantitative research with explanative type was chosen because researchers wanted to measure the influence of the quality of the customer relations program on the level of customer trust. While the method used is survey method. Samples were taken according to the number of 100 respondents. The Quality of Program Customer Relationship variable regression coefficient (XI) is 0.896, meaning that if the other independent variables are fixed, then the Customer Trust Level (Y) will increase by 0.896. The quality of the Customer Relations Program is able to explain the influence of 87.4% on the dependent variable (Level of Customer Trust).
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Wuytens, Chris, and Sarah De Groof. "Regulating worker-customer relations to improve workers’ wellbeing." European Labour Law Journal 10, no. 2 (2019): 154–62. http://dx.doi.org/10.1177/2031952519846637.
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Recent developments in the gig economy triggered labour law. Platforms change the relationship between customers and workers causing over-subordination of workers. The over-subordination is caused by customers and the surveys they complete to evaluate the worker. The influence of customers over workers can also be seen in a more traditional setting. However, customers are not always king. It is suggested in this article that surveys can be used as an instrument to build decent labour relationships. Installing the measurement of needs measures the impact of customers on workers. By installing a continuous measure of the needs, we have at our disposal an instrument to fulfil labour law’s wellbeing function. Labour legislation could oblige employers to integrate need satisfaction into their customer surveys and their workers surveys. By doing so, technology allows us to make sure that platform work or any kind of work where workers meet high customer demands, become ‘Innovative forms of work that ensure quality working conditions’, as requested by the European Social Pillar.
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Brice, Robert L. "Tucson's Customer Relations Program." Journal - American Water Works Association 78, no. 6 (1986): 52–55. http://dx.doi.org/10.1002/j.1551-8833.1986.tb05764.x.
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Park, Ha-Yeon, and Cheong-Kyu Park. "The Impact of COVID-19 on the Value Relevance of Customer Satisfaction." Sustainability 16, no. 18 (2024): 8090. http://dx.doi.org/10.3390/su16188090.
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This study examines the impact of COVID-19 on customer satisfaction and the value relevance of customer satisfaction. COVID-19 is an unprecedented pandemic that has changed all areas of business. Customer relations are one of the biggest paradigm shifts of this period. Companies have placed more attention on customer relations than on any other areas, and customer relations are an essential element in corporate sustainability. The value relevance directly represents the sustainability of corporations. It is very important for firms to retain their customers in the market, create a potential demand, and, thus, increase the firm value. We investigate whether companies financially benefit from customer relations. Employing the value relevance model, we regress firm value on the customer satisfaction scores with other control variables. We find that the customer satisfaction score has increased throughout the sample period, and that the value relevance of customer satisfaction has declined after the COVID-19 outbreak. Together, we interpret the results as indicating the impact of COVID-19 on the value relevance of customer satisfaction, especially the decreasing trends in value relevance. The results are robust even after controlling endogeneity and outliers. This study has several implications for practitioners and academia regarding the impact of COVID-19 on the value relevance of customer satisfaction.
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Wiid, Johannes A. "Customer relationship management and its perceived value from the perspective of SME owners/managers." Retail and Marketing Review 19, no. 2 (2023): 108–22. https://doi.org/10.5281/zenodo.10225729.
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Recent years have seen the world economy wreaking havoc among businesses large and small. As such, small and medium-sized enterprises (SMEs) are facing multiple challenges. This study examines the effect of SME owners'/managers' awareness of customer relations and the management thereof; the perceived value of good customer relations; customer relationship management in practice; and the business systems required to foster proper customer relations on the strength of relationships between customers and SMEs. A survey questionnaire was hand-delivered to 300 SMEs operating in the Tshwane metropolitan area in Gauteng, South Africa. A total of 276 useful responses were returned to the researcher, representing a response rate of 92 per cent. IBM SPSS Statistics Version 28 was used to perform descriptive as well as inferential analyses of the quantitative data. Most responding SMEs (83.5%) believed that their customer relationships were strong to very strong. It was found that participating SME owners/managers regarded perceived value of good customer relationships as the only construct that has a significant influence on strong customer relationships. Good relationships with customers were regarded as a mechanism for survival and increased sales, and the owners/managers of the participating SMEs believed that their customers would visit their establishments and buy merchandise regardless of price and quality if sound relationships were in place.
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Saniy, Afina Rusyida, and Ainur Rochmaniah. "PENGARUH STRATEGI COSTUMER RELATIONS PT BANK PANIN CABANG SIDOARJO TERHADAP LOYALITAS NASABAH TABUNGAN MIKRO PANIN." KANAL: Jurnal Ilmu Komunikasi 3, no. 2 (2016): 193. http://dx.doi.org/10.21070/kanal.v3i2.308.
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The purposes of this research to analyze and explain the influence of customer relations strategies in the PT. Panin Bank branch A. Yani Sidoarjo towards customer loyalty micro savings Panin. This research used quantitative research with survey research methods. Meanwhile, the subject of this study is micro panin savings customers as many as 100 customers were selected using purposive sampling technique. Partial test (t test) showed that strategy of customer campaign dependent as independent variables which are marketing campaign,customer campaign and service quality that is affected towards dependent variable, namely customer loyalty PT. Panin Bank branch A. Yani Sidoarjo. The simultant test (Test F) indicated that the customer campaign strategy dependent as independent variables which are marketing campaign, customer campaign and service quality are affected towards dependent variable, namely customer loyalty PT. Panin Bank branch A.Yani Sidoarjo. Results analysis of the determination (R2) coefficient indicated that there is a relationship between all independent variables namely marketing campaign, customer campaign and service quality towards dependent
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Sembiring, Ulung. "BUILD CUSTOMER LOYALTY HU NEWSPAPER COMPASS." Dinasti International Journal of Management Science 1, no. 3 (2020): 417–29. http://dx.doi.org/10.31933/dijms.v1i3.170.
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Companies engaged in the industry of Newspapers in Jakarta faced the problems to maintain and increase customer loyalty. In strategic marketing, failure to maintain and increase customer loyalty greatly interfere with the performance of the company. This is reasonable because customer loyalty is an important component of corporate performance. If this happens then the company will have difficulties in maintaining and developing the internal resources and advantages. Companies that are not able to maintain and develop the internal resources and advantages are threatened with bankruptcy because it will have implications on revenue. The purpose of this study was to determine the customer relations HU Compass, Compass HU determine product attributes, relations determine the effect of customer and product attributes on customer value HU Compass, relations determine the effect of customer and product attributes on customer loyalty HU Compass. determine the effect of customer value on customer loyalty HU Compass. The method used is descriptive and survey method explanatory survey with a sample size of 70 customers HU Compass in South Jakarta as the unit of analysis.
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Tri Hapsari, H. N. Lintang, and Tatik Yuniarti. "STRATEGI KOMUNIKASI MARKETING PUBLIC RELATIONS DALAM MEMBERIKAN PELAYANAN BAGI KONSUMEN (STUDI PADA CUSTOMER SERVICE PT RATU HOTEL BIDAKARA SERANG BANTEN." Makna: Jurnal Kajian Komunikasi, Bahasa, dan Budaya 5, no. 2 (2014): 1–11. http://dx.doi.org/10.33558/makna.v5i2.862.
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Ratu Hotel Bidakara is the newest 4 star hotel with MICE (Meeting, Incentive, Convension,& Exhibition) category in Serang city, Banten Province. As a strategy to survive in competition similar business in Serang City, Ratu Hotel Bidakara takes one step through the sinergy role of Public Relations and Marketing Public Relations in customer service.This study examines more about the role and effort of Marketing Public Relations as a customer service of Ratu Hotel Bidakara to improve service to the customers. The purpose of this study is to analyze the communication strategy and service system, as well as the efforts of Ratu Hotel Bidakara in empowering all their customer service officers. Then analyzed the difference made to the general service and VIP guests and analyze coorporate images. This study used descriptive qualitative method, researcher explores the role and communication strategic is done by Marketing Public Relations as a customer service. Information obtained through observation and depth interviews with informants. The result concluded that Marketing Public Relations activities in Ratu Hotel Bidakara who perform three functions in accordance with the Ltyle theory (1996) used. First, the pre-transaction activities act as a Communication Technician, served as Deskman (providing information about products and services of the hotel). Second, in-transaction activity act as a receptionist and also as an Expert Prescriber (expert advisor), who performed the role of Customer Relations Officer (to maintain good relations with customers). Third, post-transaction activities act as a Communication Facilitator, Marketing Public Relations served as a communicator (a channel of communication between consumers and firms in response to consumer complaints)
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Sifana Nahdalia, Heri Prabowo, and Ika Indriasari. "Strategi Pemasaran Dalam Meningkatkan Customer Relationship Pelanggan Skincare Super Beauty." Journal of Management and Social Sciences 3, no. 2 (2024): 61–71. http://dx.doi.org/10.55606/jimas.v3i2.1165.
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Marketing strategy is an activity carried out by a company to increase sales by establishing good relationships with customers. Super Beauty's lack of interaction with customers has resulted in the products being marketed not being communicated clearly to consumers. This research uses a qualitative approach by collecting data through observation, interviews and documentation. The selection of research informants used a purposive sampling technique which was determined based on certain considerations. Based on the research results, it was concluded that: 1. Implementation of customer relations from company managers via WhatsApp Blast, Shopee live streaming, events (exhibitions), and the Web. Meanwhile, Super Beauty's marketing strategy utilizes price affordability, Affiliate, and member get member programs, 2. Factors driving the implementation of customer relations include: price affordability, and high demand for skincare needs. 3. Factors inhibiting the implementation of customer relations include time constraints, low company budgets, and market demands. According to research results, the implementation of customer relations via WhatsApp blast from various social media is considered very effective. So, consumers feel moved to repurchase skincare products.
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Hafizzah, Nabila, and Dinar Soelistyowati. "The Role of Interpersonal Communication in Resolving the Impact of Miscommunication on Customer Relations Officer (CRO) Services at Daihatsu Narogong." Formosa Journal of Sustainable Research 3, no. 2 (2024): 255–72. http://dx.doi.org/10.55927/fjsr.v3i2.8059.
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This research is motivated by the important role of interpersonal communication, especially that carried out by the Customer Relations Officer (CRO) at Daihatsu Narogong, in resolving miscommunication with customer at Daihatsu Narogong. This research aims to determine the role of interpersonal communication in resolving the impact of service miscommunication with customer relations officers at Daihatsu Narogong. The research method used is ad qualitative research method with a descriptive type, data writing techniques using observation, interviews, and documentation techniques obtained from respondents related to this research who were selected based on personal experience and data analysis using data reduction techniques, data presentation and drawing conclusions. The results of this research show the role of interpersonal communication in resolving the impact of customer relations officer (CRO) service miscommunication at Daihatsu Narogong. The role of interpersonal communication carried put in customer relations officer services is able to resolve miscommunication well and clearly. So customers at Daihatsu Narogong are very satisfied with the service provided when resolving miscommunication
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Caputa, Wiesława. "Social relations and environmental influence as a determinant of customer capital." Oeconomia Copernicana 6, no. 2 (2015): 109. http://dx.doi.org/10.12775/oec.2015.015.
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The article presents the influence of feedback and recommendations provided by the customers on the customer purchase behaviour along with the benefits resulting from the use of the customer feedback potential in the process of company value creation. On the basis of survey conducted on the beer market in Poland, it was demonstrated that the customer feedback and recommendations have a significant influence on the purchase behaviour and allow the cost reduction of customer communication. In the analysis of the results the statistical methods were used, including focus analysis, ANOVA test and factor analysis.
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Cindy, Cindy, and Lusia Savitri Setyo Utami. "Aktivitas Komunikasi Pemasaran @Sallang.Sallang dalam Meningkatkan Hubungan dengan Pelanggan." Prologia 6, no. 2 (2022): 229–33. http://dx.doi.org/10.24912/pr.v6i2.10444.
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Now social media is used as a medium for online marketing communications. Moreover, the average Instagram user is people aged 20-40 years where that age is a productive age which is the target of marketing communication targets. This study uses a theoretical review, marketing communications, public relations, and customer relations. The research approach uses a qualitative case study method to explore a particular case in depth by collecting various sources of information. The purpose of this study was to identify and describe marketing communication activities through the @Sallang.Sallang account in improving customer relations. The results of the study show that @Sallang.Sallang's marketing communication activities in improving customer relations can make customers feel comfortable and valued. Marketing communication through the endorser technique is not only to increase credibility but to get the right target on social media. Kini media sosial dimanfaatkan sebagai medium untuk melakukan komunikasi pemasaran secara online. Apalagi pengguna Instagram rata-rata orang yang berusia 20-40 tahun dimana usia tersebut merupakan usia produktif yang merupakan sasaran target komunikasi pemasaran. Penelitian ini menggunakan tinjauan teoritis, komunikasi pemasaran, public relations, dan customer relations. Pendekatan penelitian menggunakan kualitatif dengan metode studi kasus untuk mendalami sebuah kasus tertentu secara mendalam dengan mengumpulkan berbagai sumber informasi. Tujuan penelitian ini adalah untuk mengetahui dan mendeskripsikan aktivitas komunikasi pemasaran melalui akun @Sallang.Sallang dalam meningkatkan customer relations. Hasil dari penelitian memperlihatkan bahwa aktivitas komunikasi pemasaran @Sallang.Sallang dalam meningkatkan customer relations dapat membuat customer merasa nyaman dan dihargai. Komunikasi pemasaran melalui teknik endorser hal ini tidak hanya untuk meningkatkan kredibilitas namun agar mendapat target yang sesuai di sosial media.
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Kita, Jaroslav, Marta Grossmanová, and Pavol Kita. "The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations." Studia commercialia Bratislavensia 4, no. 16 (2011): 552–59. http://dx.doi.org/10.2478/v10151-011-0011-2.
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The Chosen Dimensions of Governance of Production Enterprises in the Customer-Supplier Relations Good governance of customer-supplier relations is a precondition of a balanced and permanent development of production enterprises. The aim of the article is to characterize the chosen dimensions, namely the trust and engagement of the customer. It consists of two parts. The first part contains the characteristics of approaches to the issue of governance. The second part identifies a specific way of governance of customers in relation to suppliers.
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Crosby, Lawrence A., and Barbara Bund Jackson. "Winning & Keeping Industrial Customers: The Dynamics of Customer Relations." Journal of Marketing 52, no. 1 (1988): 148. http://dx.doi.org/10.2307/1251693.
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Bellingkrodt, Silvia, and Carl Marcus Wallenburg. "The role of customer relations for innovativeness and customer satisfaction." International Journal of Logistics Management 26, no. 2 (2015): 254–74. http://dx.doi.org/10.1108/ijlm-06-2012-0038.
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Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.
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Anggraeni, Gita, Cecep Safa’atul Barkah, Pratami, and Arianis. "MARKETING PUBLIC RELATIONS STRATEGY IN INCREASING CUSTOMER LOYALTY MS. GLOW STORE BANDUNG." MANABIS: Jurnal Manajemen dan Bisnis 1, no. 4 (2022): 306–13. http://dx.doi.org/10.54259/manabis.v1i4.1361.
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The purpose of this research is to make or recommend a strategy for the MS Glow Store Bandung. The recommended strategy is the marketing public relations strategy to increase customer loyalty again, Ms. Glow Store Bandung. Customer loyalty is very important for the company because it has a big influence on the company, so a strategy to deal directly with customers is needed. This study used qualitative methods with interview techniques. The results of this study are that Ms. Glow Store Bandung can use marketing public relations strategies to increase customer loyalty. By using a pull strategy by promoting products via television or radio, a push strategy by holding promotions and price discounts, and a strategy pas by participating in social activities, as well as being balanced or accompanied by other marketing activities to increase customer loyalty.The purpose of this research is to make or recommend a strategy for the MS Glow Store Bandung. The recommended strategy is the marketing public relations strategy to increase customer loyalty again, Ms. Glow Store Bandung. Customer loyalty is very important for the company because it has a big influence on the company, so a strategy to deal directly with customers is needed. This study used qualitative methods with interview techniques. The results of this study are that Ms. Glow Store Bandung can use marketing public relations strategies to increase customer loyalty. By using a pull strategy by promoting products via television or radio, a push strategy by holding promotions and price discounts, and a strategy pas by participating in social activities, as well as being balanced or accompanied by other marketing activities to increase customer loyalty.
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Wan, Jenny Yau-ni. "Structuring logical relations in workplace English telephone negotiation." International Journal of Language Studies 17, no. 1 (2023): 71–96. https://doi.org/10.5281/zenodo.7513371.
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The objective of this research is to contribute to applied linguistic theory and to provide insights into the world of workplace telephone conversation. The study examines the structure of telephone call centre dialogues. The interaction entails a wide range of customer service inquiries and problem-solving objectives, in which the Customer Service Representative (CSR) responds to inquiries while attempting to maintain a positive interpersonal interaction with the customer. We chose and evaluated a representative sample of calls having complex negotiation structure or even a communication breakdown. We describe how the conversation progresses and how one response leads to the next in problematic calls with faulty exchange structure (Halliday, 1985, 1994; Ventola, 1987). The data consist of audio recordings of Filipino Customer Service Representatives interacting with English-speaking American customers during commercial customer-service phone calls. 20 representative calls with complex negotiation structure were chosen from approximately 2,000 calls. We used Systemic Functional Linguistics (SFL), which provides a comprehensive theoretical framework that may be used as an effective analytical tool, to investigate the semantics in terms of logical relations of the exchange structure in the transcripts.
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Amos Ojo Adedeji, Ph.D. "Effectiveness of Good Customer Service Satisfaction in the 21st Century Business Relations." International Journal of Business and Quality Research 3, no. 01 (2025): 1–16. https://doi.org/10.63922/ijbqr.v3i01.989.
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Customer is a boss, regardless of whether his work is a menial job or is in charge of the largest company in the world. In recent years, marketing has become the bedrock of business, equally customer satisfaction has grown in importance in any commercial organisation. The study interrogate the effectiveness of good customer service satisfaction in the modern day business dealings. It is qualitative in nature relying mainly on secondary source of data collection and analysis. The work found customer loyalty, positive relationship cum increased profit, higher inventory turnover of the organisation, personal satisfaction and fulfillment of customers, and better and higher morale of employee as the effect of good customer service. Conversely, customer service satisfaction are been defied by a numbers of barriers, namely overworked staff, non-caring culture, poor communication value, lack of adequate training, and superior-subordinate relationship. The study concluded by recommending
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Saudah, Saudah, Ana Mariani, and Putri Agna Amalia. "Digital Storytelling Home of Humans di Instagram." Jurnal Komunikasi Global 11, no. 1 (2022): 164–86. http://dx.doi.org/10.24815/jkg.v11i1.25044.
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Home of Humans merupakan brand lokal baru dengan fokus produksi pada home fragrance. Dalam memasarkan produk dan menjalin hubungan serta komunikasi dengan pelanggan maupun calon pelanggan, Home of Humans menerapkan strategi humas pemasaran melalui Instagram dalam upaya meningkatkan customer engagement. Tujuan penelitian ini untuk mengetahui dan menjelaskan digital storytelling Home of Humans di Instagram untuk meningkatkan customer engagement ditinjau dari teori four steps public relations. Penelitian ini adalah penelitian kualitatif dengan pendekatan deskriptif. Metode pengumpulan data berupa wawancara dan analisis konten. Narasumber dalam penelitian ini ialah Managing Director, Social Media Specialist, dan Copywriter dari Home of Humans. Hasil penelitian menunjukkan bahwa digital storytelling sebagai salah satu bentuk strategi humas pemasaran yang diimplementasikan Home of Humans melalui Instagram dapat meningkatkan customers engagement. Dalam mengimplementasikan strategi marketing public relation, Home of Humans sangat berpedoman pada proses RPIE (Research, Planning, Implementation, dan Evaluation).Home of Humans is a new local brand focusing on home fragrance production. In marketing products and establishing relationships and communication with customers and potential customers, Home of Humans implements a marketing public relations strategy through Instagram to increase customer engagement. This study aims to identify and explain digital storytelling conducted by Home of Humans on Instagram to increase customer engagement based on four steps of public relations theory. This study is qualitative descriptive research. Data were collected using interviews and descriptive content analysis. The informants in this research are Managing Director, Social Media Specialist, and Copywriter from Home of Humans. The results revealed that digital storytelling as one of the marketing public relations strategies implemented by Home of Humans through Instagram increased customer engagement. In implementing the marketing public relations strategy, Home of Humans followed the RPIE (Research, Planning, Implementation, and Evaluation) process.
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Bi, Frank, and Joseph A. Konstan. "Customer Service 2.0: Where Social Computing Meets Customer Relations." Computer 45, no. 11 (2012): 93–95. http://dx.doi.org/10.1109/mc.2012.370.
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Sanjaya, Marta, and Winki Octavianty. "Strategi Komunikasi Organisasi PT Tigamata Indonesia dalam Menjalin Hubungan dengan Pelanggan Periode Maret-Juni 2013." Humaniora 5, no. 2 (2014): 1161. http://dx.doi.org/10.21512/humaniora.v5i2.3258.
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PT. Tigamata Indonesia is a company engaged in the service of graphic design or creative industries. PT Tigamata Indonesia is not a new company, because before using the name of PT Tigamata Indonesia, this company has become a business entity that already has quite a lot of customer. Thus, PT. Indonesian Tigamata need public relations to manage communications with customers. The purpose of this study was to determine the public relations strategy of PT. Tigamata Indonesia in the communication between the company and the customer. The method used is qualitative-descriptive. Data were analyzed by using a technique that consists of data collection, data reduction, data display and conclusion. The results showed PT. Tigamata Indonesia has done public relations strategy in the form of communication through various media to build relationships with customers. The conclusion of this study is PT. Tigamata Indonesia has not reached a clear public relations strategy because of the lack of knowledge of the field of public relations company. It takes a more structured system of communication so that communication can be managed better and achieve maximum results. Therefore, PT. Tigamata Indonesia needs the concept of Customer Relationship Management (CRM) to enhance public relations strategy that is already owned by the company.
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Hia, Era Era, Muhammad Khaidir Fahram, and Siti Nurhasanah. "Penerapan Customer Relationship Management (CRM) Berbasis Website Terhadap Penilaian Pelanggan." Journal CERITA 8, no. 1 (2022): 60–66. http://dx.doi.org/10.33050/cerita.v8i1.2136.
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reduce customer turnover or departure to other competitors. CRM system at PT. Wingoh Albinda still uses semi-computerization, namely Microsoft excel in managing its data, causing several problems in terms of late service, the response to customers is not optimal. This study presents an analysis of web-based CRM development on a marketing information system at PT. Wingoh Albinda. The result is a web-based CRM system that can manage customer data, product promotions, product sales data and customer service management which is used to store customer inquiries, complaints and ratings to create good relationships with customers. This system is expected to maintain good relations with customers.
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Clarissa, Angela, Marcha Chryztantya, and Vegys Virgynitha Gultom. "ANALISA PELAKSANAAN KEGIATAN CUSTOMER GATHERING PT. FOODY DIREKTORI INDONESIA." JIKE : Jurnal Ilmu Komunikasi Efek 3, no. 1 (2019): 62–74. http://dx.doi.org/10.32534/jike.v3i1.634.
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One important part of an organization is external publics such as customers. Holding some events/activities by organization to their publics is often a necessary things to do. PT Foody Direktori Indonesia is a restaurant directory service company in Indonesia that holds customer gathering activities. This research focused on the implementation of customer gathering acitivites conducted by PT Foody Direktori Indonesia. The objective of this research is to see how the implementation of customer gathering and also to see the obstacles and efforts in the implementation of gathering. To analyze the gathering activities, this research use the concept from Dennis L. Wilcox of 8 stages public relations activities planning that contain situation, objectives, audience, strategy, tactics, calendar/timetable, budget, and evaluation. This research uses a qualitative method and interviews as the data collection technique. The result of this research is PT Foody Direktori Indonesia conducts their customer gathering activity according to the 8 stages of public relations activites planning by Dennis L. Wilcox. From this research it was also found that PT Foody Direktori Indonesia have some obstacles during planning gathering activities and already have made an effort to resolve these obstacles.
 Keywords: Public Relations, Customer Relations, Customer Gathering
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Radygina, Evgeniya G. "Marketing relations in online advertising." Economic Consultant 36, no. 4 (2021): 33–41. http://dx.doi.org/10.46224/ecoc.2021.4.4.
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Introduction. The relevance of the research is due to the fact that the model of communication between customers and suppliers within the online space has long influenced all marketing stages in the introduction of goods and services, starting with customer awareness, attitudes towards customers, soliciting potential customers to testing new products, sales, and customer retention. The purpose of the research is to identify features of the Internet as a space of marketing relationships and formulate the principles of interaction with users. Materials and methods. The reviewed sources included contemporary periodicals: Journal of Targeting Measurement and Analysis for Marketing, Electronic Markets, Marketing, etc. The study of Internet resources was based on the authors’ own data received by analysing the portals WebCanape, WebsiteSetup, Statista, etc. Results. There are nearly half a billion new users on social media; trillions of dollars have been spent in online stores, according to the annual Global Digital 2021 report. As of October 2021, the most popular social networks in the world by the number of active users (in millions) are Facebook (2,894), YouTube (2,291), WhatsApp (2,000), Instagram (1,393), Facebook Messenger (1,300), Weixin/WeChat (1,251), TikTok (1,000), etc. The Internet as a new business environment differs from traditional economic sectors by a higher level of heterogeneity. From the standpoint of marketing, the Internet makes it possible to simultaneously bring a message to a large number of users (mass communication is ensured), on the other hand, to customise the offer for specific consumers according to their needs. Conclusion. Contemporary marketing follows the consumer, i.e. uses the online environment as a point of contact with the consumer to promote and distribute products. Relationship marketing theories are based on the need for companies to invest in relationships between themselves and consumers. Relationship marketing focuses on taking relationships between the company and the consumer from a state of engagement to that of loyalty. Each customer has a personality and his/her relationship with a particular brand becomes the dominant factor influencing his/her decision regarding purchase or service.
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Bauer, Hans H., Mark Grether, and Mark Leach. "Customer Relations Through the Internet." Journal of Relationship Marketing 1, no. 2 (2002): 39–55. http://dx.doi.org/10.1300/j366v01n02_03.
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Choudhary, M. A., and J. M. Orszag. "Costly customer relations and pricing." Oxford Economic Papers 59, no. 4 (2007): 641–61. http://dx.doi.org/10.1093/oep/gpm003.
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Grow, Kristine. "Constructing CRM [Customer Relations Management]." EDPACS 29, no. 10 (2002): 15–16. http://dx.doi.org/10.1201/1079/43279.29.10.20020228/35124.2.
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Heery, Edmund. "Industrial relations and the customer." Industrial Relations Journal 24, no. 4 (1993): 284–95. http://dx.doi.org/10.1111/j.1468-2338.1993.tb00681.x.
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Sinclair, Diane, Laurie Hunter, and Phil Beaumont. "Models of Customer-Supplier Relations." Journal of General Management 22, no. 2 (1996): 56–75. http://dx.doi.org/10.1177/030630709602200204.
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Eka Damayanti, Septy Nurmala Alvianti, Jamilatul Qomariyah, and Iriani Ismail. "The Influence of Employee Relations Quality on Customer Service Satisfaction at Kurnia Emas Store." International Journal of Economics and Management Research 4, no. 2 (2025): 696–703. https://doi.org/10.55606/ijemr.v4i2.451.
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This study investigates the influence of employee relationship quality on customer service satisfaction at the Toko Kurnia Emas. The central issue addressed is the extent to which positive interpersonal relationships among employees enhance the quality of service experienced by customers. Accordingly, the research focuses on assessing the degree of impact that employee relationship quality exerts on customer satisfaction. Employing a quantitative approach with a descriptive correlational design, the study involved 15 employees and 15 customers selected through total and purposive sampling techniques, respectively. Data were collected via a Likert-scale questionnaire and analyzed using simple linear regression to examine the relationship between variables. The findings reveal a significant positive relationship between the quality of employee relations and customer service satisfaction. In essence, harmonious employee interactions contribute to higher levels of customer satisfaction. This study offers practical insights for managers in the retail sector, emphasizing the importance of fostering strong internal relationships to enhance overall service performance. Future research is encouraged to include a larger sample and explore additional variables, such as employee training and professional development, that may influence customer satisfaction
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Neupane, Ramesh. "ANALYSIS OF THE IMPACT OF PUBLIC RELATIONS STRATEGIES ON CUSTOMER-BASED BRAND EQUITY: A STUDY OF NIKE CUSTOMERS IN THE UK." International Journal of Research -GRANTHAALAYAH 10, no. 4 (2022): 125–60. http://dx.doi.org/10.29121/granthaalayah.v10.i4.2022.4562.
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This research aims to evaluate the impacts of Nike’s public relations strategies on customer-based brand equity by analysing the perceptions of Nike customers in the UK. It has also evaluated the effectiveness of Nike’s PR strategies and its customer-based brand equity based on customers' perceptions through rating on a five-point Likert scale. This study has used the proposition of positivism philosophy and deductive reasoning. This means seven hypotheses were developed based on literature and theories associated with public relations and customer-based brand equity. Primary data from the customers of Nike were collected to test those hypotheses. The strategy of a survey through an online questionnaire tool has been implemented to collect data from Nike customers in the UK. A sample of 151 customers was chosen based on the convenience sampling technique. The data analysis followed statistical and mathematical techniques, including frequencies, charts, percentage analysis, standards deviation, arithmetic mean, correlation, and regression. This study identified that PR strategies have significant positive impacts on customer-based brand equity. This means all the seven PR strategies considered in this study have significant positive impacts on CBBE. The correlation and regression between PR strategies and CBBE indicated that the PR strategies of Nike and customer-based brand equity are intercorrelated with each other and overall PR strategies have significant positive impacts on CBBE with β = 0.817 and p = 0.000. PR strategies implemented by Nike are significantly effective based on customers’ perceptions in the UK. Nike is significantly managing its customer-based brand equity based on customers' perceptions in the UK.
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Afif Nur Rahmadi, Sudarmiatin Sudarmiatin, Budi Eko Soectjipto, Yudiarto Perdana Putra, and Rana Saifullah Hassan. "Customer Relations Management Strategy (CRM) in Handling Customer Service Complaints To Increase Customer Satisfaction." International Journal of Management Science 2, no. 2 (2024): 92–104. http://dx.doi.org/10.59535/ijms.v2i2.304.
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This research evaluates the implementation of Customer Relationship Management (CRM) strategies at PT Nasmoco Kaligawe Semarang, focusing on handling customer service complaints to enhance satisfaction. Using a descriptive qualitative approach and SWOT analysis, the study gathered primary data through interviews and field observations, alongside secondary data from literature and documentation. The findings indicate that PT Nasmoco's CRM strategies possess notable strengths, such as a strong Toyota brand image and effective promotional activities. However, weaknesses include prolonged service times and relatively high service costs compared to competitors. Opportunities for improvement are highlighted in the company's official Toyota repair shop status, which can be leveraged to attract more customers. Threats identified include intense competition and challenges with service timeliness. The research suggests that PT Nasmoco should address these weaknesses by increasing staffing in the CRM division, enhancing communication channels, and developing a smartphone application to streamline service booking and reduce customer complaints
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Thao, Nguyen Phuong, and Nguyen Minh Tuan. "Assessing the Role of Customer-Based Brand Value as a Mediator in the Relationship between Online Public Relations and Customer Behavior." International Journal of Social Science and Economic Research 09, no. 11 (2024): 5340–62. https://doi.org/10.46609/ijsser.2024.v09i11.025.
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This study investigates the impact of online public relations on customer behavior in Vietnamese joint-stock commercial banks (JSCBs), focusing on the mediating role of customer-based brand equity (CBBE). Using four CBBE dimensions—brand awareness, brand love, perceived quality, and brand association—it assesses how online PR influences customer perceptions and behaviors. The research, conducted through surveys with customers from five major JSCBs, shows a strong positive correlation between effective online PR and customer behavior. Findings reveal that strategic online public relations enhances brand love, perceived quality, and brand awareness, fostering stronger emotional attachment, improved service quality perceptions, and higher brand recognition. CBBE plays a crucial role in amplifying online PR's effects, guiding customer loyalty and decision-making. The study emphasizes that investing in robust online PR strategies enables JSCBs to build lasting customer loyalty and a competitive edge by strengthening brand reputation..
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Sam, Sebastian Weah II, Mashud Mahin, and Alam Rakib Nur. "Mastering Cross-Cultural Communication: The Key to Successful Business with Foreign Customers in China." Global Journal of Economic and Finance Research 02, no. 05 (2025): 236–47. https://doi.org/10.5281/zenodo.15364486.
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<strong>ABSTRACT:</strong> This paper explores the challenges of communicating with foreign customers in China, focusing on factors such as culture, language, technology, customer choice, communication approach, translation, manners, behaviour, time, and frequency. Understanding cultural differences and norms is crucial for establishing business relationships. English is the primary medium of communication in international business environments, but Mandarin Chinese is appreciated and respected. Decentralized bilingual communication allows for localization and avoids misunderstandings. Relationship development is another means of interaction, with networking, social events, and mutual respect for business and personal relations, known as Guanxi. A sense of trust and friendly understanding between companies is essential for long-term business relations. The dependent variable is customer buying satisfaction. The study aims to create a conceptual model outlining how Chinese organizations can communicate with foreign customers and segment communication based on customer preferences. The proposed strategies aim to enhance customer satisfaction and create sustainable market success.
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Siregar, Khoirun Nisa, and Selamat Riadi. "Strategi Hubungan Masyarakat dalam Menangani Keluhan Pelanggan di PT. Pelabuhan Indonesia Persero Cabang Tanjung Balai Asahan." Journal of Education, Humaniora and Social Sciences (JEHSS) 7, no. 4 (2025): 1301–8. https://doi.org/10.34007/jehss.v7i4.2616.
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This study discusses public relations strategies in handling customer complaints at PT. Port Indonesia (Pelindo) Persero Tanjung Balai Asahan Branch. The focus of this research is how communication strategies are applied in handling complaints to improve customer satisfaction and maintain the company's image. This study uses a qualitative method with a descriptive approach, where data is collected through interviews, observations, and document analysis. The results of the study show that responsive communication strategies, service digitization, and interpersonal communication play an important role in handling customer complaints. The implementation of a digital-based complaint management system allows customers to submit complaints more easily and speed up the problem resolution process. In addition, direct interaction between the company and customers creates trust and increases service satisfaction. The conclusion of this study confirms that a good public relations strategy can increase customer loyalty and strengthen the company's reputation as a professional and quality-oriented port service provider
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Aliffian Dewantara Wibowo, Rini Ganefwati, and Julyanto Ekantoro. "Penerapan Customer Relations Melalui Akun @Smvapeindonesiagroup Pada Sm Vape Store Indonesia Dalam Mempertahankan Loyalitas Pelanggan." Jurnal Administrasi Publuk dan Ilmu Komunikasi 11, no. 2 (2024): 174–80. https://doi.org/10.55499/intelektual.v11i02.1217.
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Vapor technology emerged and invaded the conventional smoking lifestyle, especially among young people. The high level of competition in the retail vape sales business triggers business actors to make various innovations in order to maintain their business. This study examines the application of customer relations strategies through the @smvapeindonesiagroup account at SM Vape Store Indonesia to maintain customer loyalty. The purpose of this study is to determine the costumer relations strategy through the @smvapeindonesiagroup account at SM Vape Store Indonesia to maintain customer loyalty. This research uses descriptive qualitative methods, data collection techniques using observation, interviews, and documentation methods. The primary data source in this research is Ady Yudha Kurniawan as Person In-charge (PIC) of SM Vape Store Indonesia. The results of this study indicate that the customer relations strategy through the @smvapeindonesiagroup account at SM Vape Store Indonesia to maintain customer loyalty has been carried out optimally, by utilizing the IDIC method, the method is identify, differentiate, interact, and customize which makes SM Vape Store Indonesia have many loyal customers.