Public Relations Strategy of PDAM Tirtawening in Responding to Consumer Complaints through Social Media (Twitter)


Strategi Public Relations PDAM Tirtawening Dalam Menanggapi Pengaduan Konsumen Melalui Media Sosial (Twitter)


  • (1) * Anisa Nurul Hasanah            Universitas Adhirajasa Reswara Sanjaya  
            Indonesia

  • (2)  Elsa Yuniarti            Universitas Adhirajasa Reswara Sanjaya  
            Indonesia

  • (3)  Dasrun Hidayat            Universitas Adhirajasa Reswara Sanjaya  
            Indonesia

    (*) Corresponding Author

Abstract

The purpose of this study is to find out how PDAM Tirtawening's public relations strategy in responding to consumer complaints during the Covid-19 pandemic. After the Covid-19 pandemic, there were many changes ranging from social changes, community behavior actions, to changes in public services, especially in Pdam Tirtawening Bandung. This study uses descriptive studies with a skin-skinned approach. Data collection techniques in this study are observations, in-depth interviews with informants that have been determined by researchers consisting of 3 informants. Based on system theory by defining problems, planning and programming, communicating, evaluating this study found the fact that PDAM Tirtawening's Public Relations strategy during the Covid-19 pandemic is still receiving complaints, although the complaint is only submitted through social media twitter therefore PDAM Tirtawening strives as quickly as possible to respond to complaints and problems.

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Published
2021-03-31
 
How to Cite
Hasanah, A. N., Yuniarti, E., & Hidayat, D. (2021). Public Relations Strategy of PDAM Tirtawening in Responding to Consumer Complaints through Social Media (Twitter). Kanal: Jurnal Ilmu Komunikasi, 9(2), 70-74. https://doi.org/10.21070/kanal.v9i2.1043
Section
Original Research