Analisis Penanganan Keluhaan Pelanggan pada Perumda Tirtanadi Cabang Padang Bulan Provinsi Sumatera Utara

Abstract

This study aims to determine the handling of customer complaint on the Regional Drinking Water Company (PERUMDA) Tirtanadi Padang Bulan Branch, North Sumatra Province. Handling customer complaint is an effort to provide solutions or ways provided by the company as a responsibility for complaint experienced by customers. The type of research used in this research is descriptive qualitative research, which is research intended to collect data and information about a symptom and fact on the object and place of research in accordance with what it is at the time of the research. The research was conducted at the Regional Drinking Water Company (PERUMDA) Tirtanadi Padang Bulan Branch, North Sumatra Province by selecting informants who were considered feasible and appropriate to represent the company, namely the head of the Subscription Relations section (HUBLANG) who was used as a key informant. The data collection techniques used in this research are in-depth interview techniques, observation and documentation. The results showed that when handling complaint the company seeks to explore information about complaint submitted by customers in order to quickly resolve these complaint and provide opportunities for customers who want to submit their complaint such as submitting directly and indirectly.