STRATEGI KOMUNIKASI HUMAS PDAM SURABAYA DALAM MENGATASI KELUHAN PELANGGAN MELALUI INSTAGRAM @PDAMSURYASEMBADA

Abdul Jabbar Garuda Wardhana, . (2025) STRATEGI KOMUNIKASI HUMAS PDAM SURABAYA DALAM MENGATASI KELUHAN PELANGGAN MELALUI INSTAGRAM @PDAMSURYASEMBADA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

PDAM Surabaya is one of the companies capable of managing and distributing clean water in the Surabaya city area. PDAM must have a strategy in providing service to customers, especially a public relations communication strategy in addressing customer complaints through social media Instagram. This study aims to determine the Public Relations strategy in handling customer complaints at PDAM Surabaya. The method in this study uses a descriptive qualitative with a case study approach. Data collection techniques in this study include conducting interviews and conducting observations using three data analysis methods: data reduction, data presentation, and drawing conclusions. The results show that PDAM Public Relations has two strategies in handling customers. The conclusion of the study is that customers support the Public Relations communication strategy that prioritizes direct interaction with short and transparent responses.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110411267] [Pembimbing: Garcia Krisnando Nathanael] [Penguji 1: Yani Hendrayani] [Penguji 2: Anindita Lintangdesi Afriani}
Uncontrolled Keywords: Communication Strategy, Public Relations, PDAM, Customer Complaints, Social Media, Instagram
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1)
Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1)
Depositing User: ABDUL JABBAR GARUDA WARDHANA
Date Deposited: 04 Sep 2025 07:51
Last Modified: 04 Sep 2025 07:51
URI: http://repository.upnvj.ac.id/id/eprint/39306

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