{"id":1801,"date":"2018-02-17T11:41:22","date_gmt":"2018-02-17T04:41:22","guid":{"rendered":"http:\/\/binus.ac.id\/malang\/?p=1801"},"modified":"2018-02-17T11:41:22","modified_gmt":"2018-02-17T04:41:22","slug":"achieve-customer-satisfaction-through-excellent-public-service-communication","status":"publish","type":"post","link":"https:\/\/binus.ac.id\/malang\/2018\/02\/achieve-customer-satisfaction-through-excellent-public-service-communication\/","title":{"rendered":"Achieve Customer Satisfaction through Excellent Public Service Communication"},"content":{"rendered":"<p style=\"text-align: justify\">\n<p style=\"text-align: center\">Oleh:<\/p>\n<p style=\"text-align: center\">Nisrin Husna, S.Ikom., M.Ikom<\/p>\n<p style=\"text-align: justify\">\n<p style=\"text-align: justify\"><em>Customer relations<\/em> merupakan suatu tingkatan dimana kebutuhan, keinginan dan harapan dari pelanggan dapat terpenuhi yang akan mengakibatkan terjadinya pembelian ulang atau kesetiaan yang berlanjut (Band, 1991). Faktor yang paling penting untuk menciptakan kepuasan konsumen adalah kinerja dari agen yang biasanya diartikan dengan kualitas dari agen tersebut (Mowen, 1995). Produk jasa berkualitas mempunyai peranan penting untuk membentuk kepuasan pelanggan (Kotler dan Armstrong, 1996). Semakin berkualitas produk dan jasa yang diberikan, maka kepuasan yang dirasakan oleh pelanggan semakin tinggi. Bila kepuasan pelanggan semakin tinggi, maka dapat menimbulkan keuntungan bagi badan usaha atau organisasi pemberi layanan tersebut. Dalam konteks kepuasan pelanggan umumnya harapan merupakan perkiraan atau keyakinan pelanggan tentang apa yang akan diterimanya. Harapan-harapan pelanggan ini dari waktu ke waktu berkembang seiring dengan semakin bertambahnya pengalaman pelanggan. Badan usaha atau instansi dapat mengetahui kepuasan dari para konsumennya melalui umpan balik yang diberikan oleh konsumen kepada organisasi pemberi layanan tersebut sehingga dapat menjadi masukan bagi keperluan pengembangan dan implementasi serta peningkatan kepuasan pelanggan. Untuk menciptakan kepuasan pelanggan suatu instansi atau perusahaan harus dapat memenuhi kebutuhan\u00ackebutuhan konsumen yang dianggap paling penting yang disebut \u201c<em>The Big Eight factors\u201c<\/em> yang secara umum dibagi menjadi tiga kategori, yaitu faktor-faktor yang berhubungan dengan produk, faktor-faktor yang berhubungan dengan pembelian, dan faktor-faktor yang berhubungan dengan pelayanan (Hanan and Karp, 1991). Salah satu aspek yang harus diperhatikan dalam memenuhi kepuasan pelanggan dari sisi pelayanan adalah melalui <em>Public Service Communication <\/em>yang diberikan perusahaan terhadap pelanggan.<\/p>\n<p style=\"text-align: justify\"><em>Public Service Communication<\/em> adalah praktek komunikasi dalam menunjang pelaksanaan pemberian pelayanan publik yang terbaik bagi para pelanggan atau customer suatu organisasi guna terciptanya hubungan saling pengertian yang harmonis, sehingga dapat mendukung tercapainya tujuan organisasi. Aspek penting dalam <em>Public Service Communication<\/em> adalah communicator <em>performance image, multiple image atau front office image, dan institution atau corporate image<\/em>. Menurut Dr. Patricia Patton ada 3 hal yang dapat menentukan bagaimana seseorang bisa memberikan excellent public service communication, yaitu diantaranya bagaimana ia memandang dirinya sendiri, bagaimana ia dalam memandang orang lain, dan bagaimana ia dalam memandang pekerjaannya. Dalam memberikan <em>excellent public service communication<\/em>, Dr. Patricia Patton \u00a0mengemukakan bahwa nilai sebenarnya pelayanan sepenuh hati terletak pada kesungguhan empat sikap, yaitu <em>Passionate <\/em>(gairah), <em>Progressive<\/em> (progesif), <em>Proactive<\/em> (proaktif), dan <em>Positive<\/em> (positif) dari orang-orang yang bertanggung jawab memberikan pelayanan tersebut. Dengan memberikan <em>excellent public service communication<\/em> maka akan tercapai <em>customer satisfaction<\/em>.<\/p>\n<p style=\"text-align: justify\">\n","protected":false},"excerpt":{"rendered":"<p>Oleh: Nisrin Husna, S.Ikom., M.Ikom Customer relations merupakan suatu tingkatan dimana kebutuhan, keinginan dan harapan dari pelanggan dapat terpenuhi yang akan mengakibatkan terjadinya pembelian ulang atau kesetiaan yang berlanjut (Band, 1991). Faktor yang paling penting untuk menciptakan kepuasan konsumen adalah kinerja dari agen yang biasanya diartikan dengan kualitas dari agen tersebut (Mowen, 1995). Produk jasa [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[122,127],"tags":[109],"class_list":["post-1801","post","type-post","status-publish","format-standard","hentry","category-articles","category-public-relations","tag-public-relation"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Achieve Customer Satisfaction through Excellent Public Service Communication | BINUS UNIVERSITY MALANG | Pilihan Universitas Terbaik di Malang<\/title>\n<meta name=\"description\" content=\"BINUS University Malang Merupakan Universitas Terbaik di Malang dengan Program Computer Science, Entrepreneurship Bussiness Creation, Computer Science, Interior Design, Communication, Public Relations, Visual Communication Design.\" \/>\n<meta name=\"robots\" content=\"index, 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