Skripsi

STRATEGI KOMUNIKASI PELAYANAN PELANGGAN DALAM MENANGANI KELUHAN TERKAIT PEMADAMAN LISTRIK DI PT PLN UID S2JB PALEMBANG

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This study is entitled "Customer Service Communication Strategy in Handling Complaints Related to Power Outages at PT PLN UID S2JB Palembang". The purpose of this study is to examine how the South Sumatra, Jambi, and Bengkulu Distribution Unit (UID S2JB) of PT PLN (Persero) in Palembang handles public complaints related to power outages. The increasing number of customer complaints, especially after the major power outage in June 2024, is an important context in this study. This study combines descriptive techniques with qualitative methodologies. Key informants from the communication and customer service division of PLN UID S2JB were interviewed in depth, customers were interviewed as supporting informants, PLN's digital communication channels (PLN Mobile, social media, and Call Center 123) were observed, and official company reports and archives were documented. The Miles, Huberman, and Saldana paradigm, which includes data condensation, data presentation, and the preparation and verification of conclusions, was used for data analysis. Based on the study findings, this research shows that PLN UID S2JB's communication strategy goes through three main stages: Listening to Complaints (Active Listening), Providing Explanations (Reassurance), and Providing Solutions/Follow-up (Solution). The results show that customers use social media to voice their dissatisfaction and feelings. PLN UID S2JB then responds to these complaints with technical follow-up, informational replies, and referrals to official complaint channels.

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Availability

Detail Information

Series Title

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Call Number

T1922042025

Publisher

Indralaya : Prodi Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sriwijaya., 2025

Collation

xiii, 105 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

658.812 07

Content Type

Text

Media Type

unmediated

Carrier Type

-

Edition

-

Subject(s)

Prodi Ilmu Komunikasi
Pelayanan Pelanggan - Manajemen

Specific Detail Info

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Statement of Responsibility

KA

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