Public Relations Strategy in Handling Public Complaints: Case on PT. PLN (Persero) Region South Sumatra, Jambi, and Bengkulu
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Published:
Dec 31, 2022
Keywords:
Public Relations, Public Complain, PLN
Main Article Content
Abstract
Power outages and electricity in the Palembang area are quite a problem. This situation has caused many complaints to (State Electricity Company/PLN) to re-solve this electricity service problem. Complaints from the public are received by the call center 123 and PLN PR officers. The title of the research is how is PLN's PR strategy in handling public complaints about Power Blackouts in Palembang? This study uses the Theory of Reduce Uncertainty and a strategy of complaint handling Public Relations with a qualitative descriptive method. The subject of this research is Public Relations officer of PLN WS2JB Palembang. The focus of this research is the strategy of the Public Relations section of PLN WS2JB in handling public complaints. The results obtained are PLN WS2JB Public Relations officers provide a place to complain verbally or non-verbally, and then conduct a corporation with Corporate Social Responsibility (CSR), then provide information on electricity and electricity outage schedules through media and official letters by PLN to Giant customers, and t Finally, I apologize to the public if the electricity goes out suddenly/accidentally without notification in the media, whether electronic media, social media, or print media.
Article Details
How to Cite
Zinaida, R. S., & Isnawijayani, I. (2022). Public Relations Strategy in Handling Public Complaints: Case on PT. PLN (Persero) Region South Sumatra, Jambi, and Bengkulu. Jurnal Studi Sosial Dan Politik, 6(2), 260-273. https://doi.org/10.19109/jssp.v6i2.10386
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How to Cite
Zinaida, R. S., & Isnawijayani, I. (2022). Public Relations Strategy in Handling Public Complaints: Case on PT. PLN (Persero) Region South Sumatra, Jambi, and Bengkulu. Jurnal Studi Sosial Dan Politik, 6(2), 260-273. https://doi.org/10.19109/jssp.v6i2.10386
References
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Pollack, B. L. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing.
Ramadhan, L. A., Izomiddin, I., & Zalpa, Y. (2022). Political Will Pemerintahan Kabupaten Banyuasin dalam Meningkatkan Industri Pangan di Kecamatan Tungkal Ilir. Jurnal Prodi Ilmu Politik, 1(1), 18–29. https://doi.org/https://doi.org/10.19109/jsipol.v1i1.12433
Rangkuti, F. (1998). Analisis SWOT teknik membedah kasus bisnis. Gramedia Pustaka Utama.
Ravichandran, K., Bhargavi, K., & Kumar, S. A. (2010). Influence of service quality on banking customers’ behavioural intentions. International Journal of Economics and Finance, 2(4), 18–28.
Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Ecodemica, 2(2), 312–318.
Ropik, A., Beriansyah, A., & Wijaya, W. (2018). Rekrutmen Calon Kepala Daerah dalam Era Pilkada Langsung dan Serentak di Kabupaten Musi Banyuasin. Intizar, 24(2), 71–80. https://doi.org/10.19109/intizar.v24i2.2693
Ropik, A., & Qibtiyah, M. (2021). Millennial Political Concerns and Political Preferences towards Presidential Election in 2019: Evidence from Palembang. Jurnal Studi Sosial Dan Politik, 5(2), 189–202.
Salim, A., Setiawan, M., Rofiaty, R., & Rohman, F. (2018). Focusing on complaints handling for customer satisfaction and loyalty: The case of Indonesian public banking. European Research Studies, 21(3), 404–416.
Sepriansyah, M., Yazwardi, Y., & Zalpa, Y. (2021). Strategi dan Marketing Politik Caleg Anwar Al Sadat Dalam Pileg 2019 Dapil Palembang II Sumsel. Ampera: A Research Journal on Politics and Islamic Civilization, 2(2), 157–167. https://doi.org/10.19109/ampera.v2i2.7864
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Simon, F., Tossan, V., & Guesquière, C. C. (2015). The relative impact of gratitude and transactional satisfaction on post-complaint consumer response. Marketing Letters, 26(2), 153–164.
Singkali, A. C., & Sasongko, G. (2022). Creating Shared Value for Millennial Age: Case Study of PT. Nestle Indonesia. Jurnal Studi Sosial Dan Politik, 6(1), 126–133.
Sirozi, M., & Yenrizal. (2020). Preventing Religious Radicalism on College Student in the Islamic State Higher Education (PTKIN) Case Study of Islamic State University (UIN) in Indonesia. PalArch’s Journal of Archaeology of Egypt/ Egyptology, 17(6), 7062–7084.
Smith, A. K., & Bolton, R. N. (2002). The effect of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5–23.
Syawaludin, M. (2021). Transformation of Islamic Values in Political Interests and Moderate Awareness in Indonesia After the Fall of New Order 1998. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(9), 3017–3026.
Umashankar, N., Ward, M. K., & Dahl, D. W. (2017). The benefit of becoming friends: Complaining after service failures leads customers with strong ties to increase loyalty. Journal of Marketing, 81(6), 79–98.
Utari, Y. (2019). Strategi Komunikasi Pemasaran Dalam Meningkatkan Jumlah Penginap Di Hotel Best Skip Palembang. Fakultas Ilmu Sosial dan Ilmu Politik.
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Yenrizal, Y. (2021). Environmental communication for the rice field conservation in Semende Darat, South Sumatra. Jurnal Kajian Komunikasi, 9(2), 149–160. https://doi.org/https://doi.org/10.24198/jkk.v9i2.33453
Yenrizal, Yenrizal. (2018). Makna Lingkungan Hidup di Masa Sriwijaya: Analisis Isi pada Prasasti Talang Tuwo. Jurnal ASPIKOM, 3(5), 833. https://doi.org/10.24329/aspikom.v3i5.302
Zalpa, Y. (2019). Semi Presidensil:Paradoks sistem pemerintahan di Indonesia. Tamaddun: Jurnal Kebudayaan Dan Sastra Islam, 19(2), 50–59. https://doi.org/10.19109/tamaddun.v19i2.4436
Zinaida, R. S., & Havivi, S. L. (2019). Understanding the Communication Strategy of Women’s Rights Protection in the Digital Era through Website. Jurnal The Messenger, 11(2), 244–256.
Zinaida, R. S., Sunarto, S., & Sunuantari, M. (2022). Revealing the New Identity Element to Construct Palembang City Branding. Jurnal ASPIKOM, 7(2), 207–217.
Apriani, R. (2018). Efektivitas Pendapatan Usaha Pada Perusahaan Daerah Air Minum (PDAM) Tirta Musi Kota Palembang. Jurnal Studi Sosial Dan Politik, 2(2), 85–95.
Berger, C. R., & Calabrese, R. J. (1974). Some explorations in initial interaction and beyond: Toward a developmental theory of interpersonal communication. Human Communication Research, 1(2), 99–112.
Budianto, K. (2019). Kedudukan Hak Wanita Menurut Hukum Islam dan Hukum Perdata (KUHPerdata). Jurnal Studi Sosial Dan Politik, 3(1), 42–54. https://doi.org/10.19109/jssp.v3i1.4067
Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2009). Examining the impact of service quality: a meta-analysis of empirical evidence. Journal of Marketing Theory and Practice, 17(2), 95–110.
DeWitt, T., Nguyen, D. T., & Marshall, R. (2008). Exploring customer loyalty following service recovery: The mediating effects of trust and emotions. Journal of Service Research, 10(3), 269–281.
Effendy, O. U. (2011). Ilmu komunikasi: teori dan prakteknya. Bandung: Remaja Rosdakarya, 16.
Evanschitzky, H., Brock, C., & Blut, M. (2011). Will you tolerate this? The impact of affective commitment on complaint intention and postrecovery behavior. Journal of Service Research, 14(4), 410–425.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 24(4), 337–346.
Fornell, C., & Wernerfelt, B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287–298.
Gerson, R. F. (2002). Mengukur kepuasan pelanggan: Panduan menciptakan pelayanan bermutu. Jakarta: Penerbit PPM.
Ghazzawi, A., & Alharbi, B. (2019). Analysis of customer complaints data using data mining techniques. Procedia Computer Science, 163, 62–69.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 171–180.
Harahap, R., & Anisyah, S. (2021). Re-Interpretasi Utopisme “Palembang Emas Darussalam” melalui Penyediaan Ruang Terbuka Hijau di Kota Palembang. Jdp (Jurnal Dinamika Pemerintahan), 4(1), 16–27. https://doi.org/10.36341/jdp.v4i1.1700
Hess Jr, R. L., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: the impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127–145.
Hoq, M. Z., & Muslim, A. (2009). The role of customer satisfaction to enhance customer loyalty. Eurasian Journal of Business and Economics, 2(4), 139–154.
Hutasoit, C. (2011). Pelayanan Publik Teori & Aplikasi. MAGNA Script Publishing.
Hyun, S. S. (2010). Predictors of relationship quality and loyalty in the chain restaurant industry. Cornell Hospitality Quarterly, 51(2), 251–267.
Liliweri, A. (2010). Komunikasi serba ada serba makna. Kencana.
Lovelock, C. H., & Wright, L. K. (2007). Manajemen Pemasaran Jasa. PT Indeks.
Mandina, S. P., & Kurwiravamwe, J. (2016). Exploring the effects of service recovery strategies in the electricity supply industry in Zimbabwe. Journal of Applied Business and Economics, 18(3), 77–102.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.
Morgeson III, F. V, Hult, G. T. M., Mithas, S., Keiningham, T., & Fornell, C. (2020). Turning complaining customers into loyal customers: Moderators of the complaint handling–Customer loyalty relationship. Journal of Marketing, 84(5), 79–99.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. Mcgraw-hill New York.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Pollack, B. L. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Services Marketing.
Ramadhan, L. A., Izomiddin, I., & Zalpa, Y. (2022). Political Will Pemerintahan Kabupaten Banyuasin dalam Meningkatkan Industri Pangan di Kecamatan Tungkal Ilir. Jurnal Prodi Ilmu Politik, 1(1), 18–29. https://doi.org/https://doi.org/10.19109/jsipol.v1i1.12433
Rangkuti, F. (1998). Analisis SWOT teknik membedah kasus bisnis. Gramedia Pustaka Utama.
Ravichandran, K., Bhargavi, K., & Kumar, S. A. (2010). Influence of service quality on banking customers’ behavioural intentions. International Journal of Economics and Finance, 2(4), 18–28.
Rohaeni, H., & Marwa, N. (2018). Kualitas Pelayanan Terhadap Kepuasan Pelanggan. Jurnal Ecodemica, 2(2), 312–318.
Ropik, A., Beriansyah, A., & Wijaya, W. (2018). Rekrutmen Calon Kepala Daerah dalam Era Pilkada Langsung dan Serentak di Kabupaten Musi Banyuasin. Intizar, 24(2), 71–80. https://doi.org/10.19109/intizar.v24i2.2693
Ropik, A., & Qibtiyah, M. (2021). Millennial Political Concerns and Political Preferences towards Presidential Election in 2019: Evidence from Palembang. Jurnal Studi Sosial Dan Politik, 5(2), 189–202.
Salim, A., Setiawan, M., Rofiaty, R., & Rohman, F. (2018). Focusing on complaints handling for customer satisfaction and loyalty: The case of Indonesian public banking. European Research Studies, 21(3), 404–416.
Sepriansyah, M., Yazwardi, Y., & Zalpa, Y. (2021). Strategi dan Marketing Politik Caleg Anwar Al Sadat Dalam Pileg 2019 Dapil Palembang II Sumsel. Ampera: A Research Journal on Politics and Islamic Civilization, 2(2), 157–167. https://doi.org/10.19109/ampera.v2i2.7864
Sholihin, E. B., Harahap, R., & Zalpa, Y. (2022). DOES THE PANDEMIC DECLINE OR MAINTAIN DEMOCRACY ? TWO SIDES EFFECTS OF PANDEMIC ON. The Sunan Ampel Review of Political and Social Sciences2, 01(02), 16–39.
Simon, F., Tossan, V., & Guesquière, C. C. (2015). The relative impact of gratitude and transactional satisfaction on post-complaint consumer response. Marketing Letters, 26(2), 153–164.
Singkali, A. C., & Sasongko, G. (2022). Creating Shared Value for Millennial Age: Case Study of PT. Nestle Indonesia. Jurnal Studi Sosial Dan Politik, 6(1), 126–133.
Sirozi, M., & Yenrizal. (2020). Preventing Religious Radicalism on College Student in the Islamic State Higher Education (PTKIN) Case Study of Islamic State University (UIN) in Indonesia. PalArch’s Journal of Archaeology of Egypt/ Egyptology, 17(6), 7062–7084.
Smith, A. K., & Bolton, R. N. (2002). The effect of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5–23.
Syawaludin, M. (2021). Transformation of Islamic Values in Political Interests and Moderate Awareness in Indonesia After the Fall of New Order 1998. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(9), 3017–3026.
Umashankar, N., Ward, M. K., & Dahl, D. W. (2017). The benefit of becoming friends: Complaining after service failures leads customers with strong ties to increase loyalty. Journal of Marketing, 81(6), 79–98.
Utari, Y. (2019). Strategi Komunikasi Pemasaran Dalam Meningkatkan Jumlah Penginap Di Hotel Best Skip Palembang. Fakultas Ilmu Sosial dan Ilmu Politik.
West, Richard, L. H. T. (2008). Pengantar Teori Komunikasi Analisis dan Aplikasi Edisi 3. Salemba Humanika.
Yenrizal, Y. (2021). Environmental communication for the rice field conservation in Semende Darat, South Sumatra. Jurnal Kajian Komunikasi, 9(2), 149–160. https://doi.org/https://doi.org/10.24198/jkk.v9i2.33453
Yenrizal, Yenrizal. (2018). Makna Lingkungan Hidup di Masa Sriwijaya: Analisis Isi pada Prasasti Talang Tuwo. Jurnal ASPIKOM, 3(5), 833. https://doi.org/10.24329/aspikom.v3i5.302
Zalpa, Y. (2019). Semi Presidensil:Paradoks sistem pemerintahan di Indonesia. Tamaddun: Jurnal Kebudayaan Dan Sastra Islam, 19(2), 50–59. https://doi.org/10.19109/tamaddun.v19i2.4436
Zinaida, R. S., & Havivi, S. L. (2019). Understanding the Communication Strategy of Women’s Rights Protection in the Digital Era through Website. Jurnal The Messenger, 11(2), 244–256.
Zinaida, R. S., Sunarto, S., & Sunuantari, M. (2022). Revealing the New Identity Element to Construct Palembang City Branding. Jurnal ASPIKOM, 7(2), 207–217.