ABSTRAK
Erline diniati, NPM 210403100011, laporan tugas akhir ini berjudul “KEGIATAN
PELAYANAN PELANGGAN PT. NUSANTARA JAYA SENTOSA TBK-SUZUKI BANDUNG”. Dosen pembingbing Ira Mirawati, S, Sos., M. Si, Program diploma III Pendidikan Ahli Komunikasi Terapan Fakultas Ilmu Komunikasi universitas Padjadjaran Jatinangor.
Tujuan penulisan laporan tugas akhir ini, untuk mengetahui tujuan kegiatan pelayanan, mendapatkan gambaran tentang kegiatan pelayanan, dan mengetahui media yang digunakan dalam membantu proses kegiatan pelayanan pelanggan PT. Nusantara Jaya Sentosa Tbjk-suzuki Bandung.
Metode yang digunakan dalam penulisan tugas akhir yaitu metode deskriptif, dengan cara mengumpulkan informasi-informasi tentang kegiatan pelayanan pelanggan di lapangan, sedangkan teknik pengumpulan data dilakukan melalui, observasi, wawancara, dan studi pustaka.
Hasil pengamatan menjelaskan tentang tujuan pelaksanaan kegiatan pelayanan yaitu untuk memberikan kepuasan pelanggan, memberikan kesan positif bagi perusahaan dari pelanggan, menjelaskan tentang gambaran pelayanan yang terjadi mulai dari booking service, reminder, follow up, dan sambutan berikut sapaan ketika pelanggan berkunjung, serta media
komunikasi yang digunakan saat membantu proses pelayanan pelanggan, seperti, telepon, handphone, dan komputer.
daripada pesaingnya kepada pelanggan, mulai dari menuliskan booking service, reminder, follow up, sampai pengaduan complain konsumen, media-media yang digunakan untuk menunjang
kelancaran komunikasi yaitu telepon kabel, handphone dan komputer.
Kesimpulan yang dapat dikemukakan, adalah pelayanan yang digunakan PT. Nusantara Jaya Sentosa itu dimulai dari booking service, reminder-follow up, serta menaggapi keluhan dari pelanggan merupakan salah satu usaha perusahaan untuk memberikan kepuasan kepada pelanggan.
ABSTRACT
Erline diniati NPM 21040310011, this final report titled customer services activities
of PT. Nusantara Jaya Sentosa Tbk-Suzuki Branch Bandung. Supervisor Ira
Mirawati,S. Sos., M. SI, Education Diploma III Program Specialist Applied
Communication Faculty Of Communication University Of Padjadjaran Jatinangor.
Thes purpose of writing this final report, to know the purpose of service activities, get
overview of service activities, and know the media that is used to help the process of
service activities in PT. Nusantara Jaya Sentosa tbk-suzuki Bandung.
Methods used in the thesis is descriptive method, by collecting information about
customer service activities in the field, while the technique of data collection through
observation, interviews, and literature.
Observations explained the purpose of the implementation of the service is to provide
cutomer satisfaction, gives a positive impression for the company from customers,
overview describes the service that occurred starting from the booking service,
reminders, follow up, and welcome when visiting customer,as well as the media of
communication use when helping process customer services such as, phone, mobile
phone, and computers.
Through an understanding of the purpose of the implementation of the service
order to add, and creates a positive impression of the company from customer, PT.
Nusantara Jaya Sentosa care by providing better service to customer than its
competitors, start from booking service, reminder, follow up, and customer
complaints, the media used to support smooth communication, telephone cables,
mobile phone and computers.
The conclusion that can be raised is used PT. Nusantara Jaya Sentosa service was
started from the booking service, reminder-follow up, and responding to complaints
of customer is one of the company business.
PT. Nusantara Jaya Sentosa Tbk-Suzuki Bandung, advised to better understand
customer behavior in order to determine the appropriate service strategy, improve
customer service, especially in serving both the will to serve, making a purchase or
just asking produst issued by the company, as well as distributing questionnaires
