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Farah Khusnaini Hamidah
Universitas Diponegoro

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Efektivitas Penerapan Customer Relationship Management Melalui Aplikasi Customer Complain Handling (Studi Pada PT Pos Indonesia Cabang Magelang) Aji Yudha; Farah Khusnaini Hamidah; Lela Lestari; Annisa Yasmin; Dea Nurita
Zentrum Economic, Business, Management, Accounting Research Vol. 2 No. 1 (2024): ZEBMAR, March 2024
Publisher : Zentrum Multi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69657/d0etd807

Abstract

The research aims to determine the effectiveness of using the Customer Complaint Handling (CCH) application at PT Pos Indonesia KC Magelang. The use of this application is a form of implementing company customer relationship management in maintaining customer loyalty. Meanwhile, this research is a qualitative descriptive study using meteorological observations, interviews and documentation. The research results show that the types of customer complaints that customers often submit are delays in sending packages, errors in delivering goods, fake status updates and COD money not being given immediately. Then, the advantage of using CCH compared to WhatsApp is that CCH is valid once every 24 hours, reaches the regional office directly and is more systematic. The effectiveness of implementing CCH has proven to be effective in handling customer complaints and able to maintaining customer loyalty. The suggestion in this research is for companies to be able to monitor the performance of delivery officers because they sometimes commit violations such as fake status updates
Co-Authors Aji Yudha Annisa Yasmin Dea Nurita Lela Lestari