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ABSTRAK
Andini Gita Azzahra 210403100019. “STRATEGI MENINGKATKAN KEPUASAN PELANGGAN DI PT. NUSANTARA JAYA SENTOSA BANDUNG”, Dibawah bimbingan Ilham Gemiharto,S.Sos.,M.Si. Program Diploma III, Sub Program Studi Komunikasi Bisnis. Fakultas Ilmu Komunikasi Universitas Padjadjaran. Tujuan dari penulisan ini adalah untuk mengetahui pelaksanaan tugas divisi service marketing representative di PT. Nusantara Jaya Sentosa, mengetahui strategi dan media yang digunakan dalam melayani pelanggan, serta mengetahui kelemahan dan kelebihan pelayanan servis di PT. Nusantara Jaya Sentosa Bandung.
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ABSTRACT
Andini Gita Azzahra 210403100019. "STRATEGIES TO IMPROVE CUSTOMER SATISFACTION IN PT.NUSANTARA JAYA SENTOSA BANDUNG ",
Supervised by Ilham Gemiharto,S.Sos.,M.Si. Diploma Program, Sub Business
Communications Studies Program. Padjadjaran University Faculty of
Communication Sciences. The purpose of this paper is to investigate the
implementation of the task service marketing representative division at PT.
Nusantara Jaya Sentosa, learn strategies and media that are used in serving
customers, and to know the weaknesses and strengths of service advisor at PT.
Nusantara Jaya Sentosa Bandung.
The method used is descriptive approach, which is to get a picture of the activity
using data collection techniques such as observation, interviews, and library
research. From this observation it can be concluded SMR division task to follow up,
reminder, check the front office by using strategies to improve customer satisfaction
in the form of relationship marketing strategy, superior customer service strategy,
service strategy and unconditional efficient complaint handling strategies. Also the
media used in the service process, such as stationery, office supplies, office machines,
