i ABSTRAK
Fitriyani Lestari, 210103110098. “Pelayanan Maintenance Reminder Appointment (MRA) dalam membina customer relations pada bagian service PT.
Astra International Tbk, Auto 2000 Suci Bandung”. Di bawah bimbingan Ibu Dr. Yanti Setianti, S.Sos.,M.Si. Program Diploma III Pendidikan Ahli Komunikasi Terapan, Fakultas Ilmu Komunikasi Universitas Padjdjaran.
Tujuan dari pengamatan ini adalah untuk mengetahui kualitas pelayanan prima berdasarkan konsep 6A yaitu Ability, Attitude, Appearance, Attention, Action, Accountability sebagai salah satu kegiatan pelayanan eksternal Publik Relations dalam membina customer relations untuk mempertahankan citra positif
perusahaan.
Metode yang digunakan dalam pengamatan yaitu metode deskriptif, dengan memaparkan tentang proses dan analisis kinerja yang dilakukan oleh bagian service dalam memberikan pelayanan kepada publik eksternal perusahaan. Dengan menggunakan teknik pengumpulan data berupa observasi, wawancara, dan studi pustaka.
Hasil dari pengamatan ini menunjukan bahwa dalam menjalankan pelayanan kepada publik ekternal perusahaan, bagian service memberikan pelayanan prima bagi pelanggan salah satunya pelayanan Maintenance Reminder Appointment (MRA) sebagai bentuk perhatian dan kepedulian perusahaan dalam membina Customer Relations. Pelaksanaan pelayanan sudah matang, dilihat dari langkah-langkah mengutamakan kepuasan dan penanganan keluhan pelanggan untuk membina hubungan baik dengan pelanggan.
ii ABSTRACT
Fitriyani Lestari, 210103110098. "Appointment Reminder Service
Maintenance (MRA) in fostering customer relations in the service of PT. Astra
International Tbk, Auto 2000 Suci Bandung". Under the guidance of Dr. Mom.
Yanti Setianti, S.Sos., M.Sc. Expert Education Program Diploma of Applied
Communication, Faculty of Communication University Padjdjaran.
The purpose of these observations is to determine the quality of the
excellent service that is based on the concept 6A Ability, Attitude, Appearance,
Attention, Action, Accountability as one of the external services of Public
Relations activities in fostering customer relations to maintain a positive image of
the company.
The method used in the observation that the descriptive method describes
and analyzes the performance of the process undertaken by the service part in
providing services to the external public company. By using data collection
techniques such as observation, interviews, and literature.
The results of these observations indicate that in the running of public
services to external companies, service parts provide excellent service to one
customer service Appointment Reminder Maintenance (MRA) as a form of
attention and awareness to support the company in customer satisfaction. Service
implementation is mature, seen from the steps satisfaction and customer
complaints to fostering good relationships with customers.
Providing excellent service to customers in the external public that a
company can do if among co-workers established good communication skills so
