ANALYSIS OF CUSTOMER COMPLAINT MANAGEMENT AT THE REGIONAL PUBLIC COMPANY TIRTA HIDAYAH, BENGKULU CITY
DOI:
https://doi.org/10.36085/jamekis.v8i3.8965Abstract
Customer complaints are an important indicator in evaluating the quality of public services, including in the clean water supply sector. This study aims to analyze the implementation of customer complaint management at Regional Public Company of Tirta Hidayah, Bengkulu City, based on six indicators: commitment, visibility, accessibility, simplicity, speed, and fairness. This study uses a descriptive qualitative approach. Data were collected through interviews with six informants, consisting of three employees and three customers, as well as through documentation studies and direct observation. Data analysis techniques were carried out by data reduction, data presentation, and conclusion. The study results indicate that the company already has a complaint system with channels, such as WhatsApp services and direct complaints to the office. However, implementation in the field has not been optimal. Management commitment has not been fully accompanied by consistent follow-up; information visibility is still limited; access is not evenly distributed; simple procedures but less transparency in handling progress; inconsistent response speed; and all customers have not felt justice. Therefore, it is necessary to strengthen the system, increase human resource capacity, and implement a more open and responsive communication approach to increase customer satisfaction and trust.
References
Bell, S. J., & Luddington, J. A. (2006). Coping With Customer Complaints. Journal of Service Research, 8(3), 221–233. https://doi.org/10.1177/1094670505283785
Faradilla, S. S., & Santoso, S. (2024). Customer Complaint Service Business Processes Redesign with Artificial Intelligence Technology Using Business Process Reengineering Approach (Study Case: Ceria BRI Application). Indonesian Journal of Business Analytics, 4(4), 1596–1612. https://doi.org/10.55927/ijba.v4i4.10663
Johnston, R., & Clark, G. (2018). Customer Service Management: A Strategic Approach. Routledge.
Kotler, P. (2021). Marketing 5.0. Gramedia Pustaka Utama.
Lovelock, & Wirtz. (2011). Services Marketing-People, Technology, and Strategy. Pearson Prentice Hall.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2019). Qualitative data analysis : a methods sourcebook. Jenson Books Inc.
Mittal, S. (2023). Complaint Management System. International Journal of Research in Human Resource Management, 5(2), 37–41. https://doi.org/10.33545/26633213.2023.v5.i2a.148
Patle, S., Bachhav, M., Jadhav, Y., Jagadale, S., & Kumbhar, P. (2023). Efficient Campus Solutions: A Journal on Enhancing College Complaint Management. IJARCCE, 12(12), 1–10. https://doi.org/10.17148/IJARCCE.2023.121213
Singgih, M. N., & Sudibyo, P. (2023). Analisis Manajemen Komplain pada Objek Wisata di Kota Batu. Seminar Nasional Dan Call for Papers, 699–712.
Stauss, B., & Seidel, W. (2017). Complaint Management: The Heart of CRM. Journal of Service Research2, 20(4), 452–467.
Sujarwo, M., & Subekti, S. (2019). Optimalisasi Penanganan Keluhan Pasien Untuk Meningkatkan Kepuasan Pasien Pada Rumah Sakit. Monex Journal Research Accounting Politeknik Tegal, 8(1), 326–335. https://doi.org/10.30591/monex.v8i1.1273
Tjiptono, F. (2024). Service Management: Mewujudkan Layanan Prima. Andi Publisher.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services Marketing: Integrating Customer Focus Across the Firm (7th Edition). McGraw-Hill.
