The Roles of Public Relations as A Facilitator of Communication in Handling Complaints at PLN East Java Distribution

Muchamad Rizqi, Mohammad Insan Romadhan, Devi Kurnia Inayati

Abstract


In PLN East Java Distribution, it is known that the role of Public Relations is a major key in solving the problem of a company or organization given that the PLN East Java Distribution is the provider of electricity for corporate, residential, hotel, and others. This study has the objective to analyze the roles of Public Relations of PLN East Java Distribution in handling customer complaints, by using Public Relations model approach namely two-way asymmetric. This study used a qualitative research method with descriptive approaches: case study, interviews, observation and documentation. Data analysis using Interactive analysis models called Miles and Huberman. The results in this study Public Relations PLN East JavaDistribution bridging communications with customers using multiple media such as printed media, social media, and electronic media in response to customer complaints

Keywords


Public Relations; PLN East Java Distribution; Two-way Asymmetric Model; Miles and Huberman;

Full Text:

PDF

References


Butterick, K. 2012. Pengantar Public Relations: Teori dan Praktik. Jakarta: Rajawali Pers.

Bernie, M. (2018). Derita Korban Denda PLN: Percuma Melawan Pelanggan Tak Akan Menang. https://tirto.id//derita-korban-pln-percuma-melawan-pelanggan-tak-akan-menang-cHHz. Akses 20 September 2018 pukul 14.00 WIB

Creswell W.J. (2014). Penelitian Kualitatif & Desain Riset. Jakarta: Pustaka Belajar

Cutlip, Scott M, Center, Allen H, Broom, Glen M. (2016). Effective Public Relations, edisi kesembilan. Jakarta: Prenadamedia.

Diahloka, C. (2011). Strategi Humas (Public Relations) dalam Menangani Komplain Pelanggan pada Pelayanan Produk (Studi pada Plasa Telkom Malang). Jurnal Ilmiah Ilmu Sosial dan Ilmu Politik Universitas Tribhuana Tunggaldewi Malang, 1 (1), 1—10.

Ishaq El, R. 2017. Public Relations: Teori & Praktik. Malang: Intranas Publishing Ismoyo, Bay. (2018). Dampak Pemadaman Listrik PLN: Dari Gangguan Kereta Sampai Pembayaran Tol. http://www.bbc.com/indonesia/amp/trensosial-42540533. Akses 20 Juli 2019 pukul 17.00 WIB

Jawa Pos. (2019). Mahasiswa Kembali Gelar Aksi Tuntut PLN. Tersedia secara daring di tautan http://www.jawapos.com/jpg-today/03/04/2019/mahasiswa-kembali-gelar-aksi-tuntut-

pln/%3famp. Akses 20 Juli 2019 pukul 18.00 WIB

Kadafi, M. (2018). Ini Penyebab Listrik Bali dan Sebagian Jawa Timur Padam Total. http//www.google.com/amp/s/m.merdeka.com/amp/uang/ini-penyebab-listrik-bali-dan- sebagian-jawa-timur-padam-total.hmtl. Akses 19 September 2018 pukul 13.00 WIB

Larasati, B. D. (2016). Peran Humas Pemerintah sebagai Fasilitator Komunikasi pada Biro Humas Pemprov Kalimantan Selatan Strategi Humas (Public Relations). Jurnal Penelitian Komunikasi, 19 (1), 55—58.

Londa, J. W. (2014). Peran Petugas Humas Sebagai Komunikator Pembangunan (Studi di Bagian Humas Kantor Pemerintahan Kabupaten Minahasa Selatan). Jurnal Acta Diurna, 3 (2), 12—21.

Romadhan, M. I., Rohimah, A. & Pradana, B. C. S. A. (2019). Implementation of Public Relations Model in Sosializing Local Culture to Sumenep's Young Generation. Jurnal MetaKom, 3 (2), 97—108.

Rizqi M. dkk. (2004). Dasar-Dasar Hubungan Masyarakat. Bogor Selatan: Penerbit Ghalia Indonesia

Ruslan, R. (2003). Metode Penelitian: Public Relation dan Komunikasi. Jakarta: PT. Raja Grafindo Persada.

Ruslan, R. (2010). Manajemen Public Relations dan Media Komunikasi. Jakarta: PT. Rajawali Pers.

Seitel, F. P. (2016). Praktik Public Relations, edisi keduabelas. Jakarta: Erlangga.

Soemirat dkk. (2015). Dasar-Dasar Public Relations. Bandung: Rosdakarya. Suryabrata, Sumandi. 2018. Metodologi Penelitian. Depok: Rajawali Pers.

Yusuf A.M. (2014). Metode Penelitian: Kuantitatif, Kualitatif, dan Penelitian Gabungan. Jakarta: Fajar Interpratama Mandiri.




DOI: https://doi.org/10.46961/mediasi.v1i2.38

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 Muchamad Rizqi, Mohammad Insan Romadhan, Devi Kurnia Inayati



Indexed by:

             

MEDIASI Jurnal Kajian dan Terapan Media, Bahasa, Komunikasi

P-ISSN 2721-9046 | E-ISSN 2721-0995

PUBLISHER: 

The Center for Research and Community Services or Pusat Penelitian dan Pengabdian kepada Masyarakat Politeknik Negeri Media Kreatif (P3M Polimedia)

Kampus Politeknik Negeri Media Kreatif (Gedung A, Lantai 1)

Jalan Srengseng Sawah No. 17 RT/RW 008/003, Kel. Srengseng Sawah, Kec. Jagakarsa, Kota Jakarta Selatan, Prov. DKI Jakarta, Indonesia 12640