PROSEDUR PENANGANAN KOMPLAIN PADA BAGIAN TICKETING PENUMPANG PT PELNI

Suhani, Ningrum (2021) PROSEDUR PENANGANAN KOMPLAIN PADA BAGIAN TICKETING PENUMPANG PT PELNI. Diploma thesis, Politeknik NSC Surabaya.

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Abstract

The purpose of this study was to determine the procedures for handling complaints at the ticketing section of passengers at PT. PELNI Surabaya branch. The formulation of the problem in this study is how the procedure for handling complaints at the passenger ticketing section of PT. PELNI Surabaya branch. The type of research in this writing is descriptive research, namely research that is intended to provide data and image information as accurately as possible. The sources of data in this study were direct interviews with the Head of Passenger Service Affairs, as well as observations where the author made direct observations by looking at the activities carried out by the passenger ticketing officer and conducting documentation and literature study where the author.
From this research, it can be concluded that the procedure for handling complaints on ticketing passengers at PT. PELNI Surabaya branch is not in accordance with the procedure according to Putri (2016), but the procedure for handling complaints in the ticketing section is not fully in accordance with the company's SOP, there are still several obstacles faced in the procedure for handling passenger complaints.

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