PROSEDUR PELAYANAN KELUHAN PELANGGAN PT. KERETA API INDONESIA (PERSERO) DAOP IV STASIUN BESAR SEMARANG TAWANG

Procedures in a company are the steps that must be followed by consumers or customers. The procedure aims as a guide for a company organization in determining what activities should be done to run a particular function. Customer complaint handling procedures should be designed to satisfy customers and meet customer expectations. The method used in writing this final project is to use descriptive research type. Location of research conducted at PT. Kereta Api Indonesia (Persero) DAOP IV Great Station Semarang Tawang. Data types used are primary data and secondary data. Methods of data collection using interview and observation techniques. While the technique of data analysis using qualitative descriptive data analysis techniques. Customer complaints service PT. Kereta Api Indonesia (Persero) DAOP IV Station Great Semarang Tawang conducted on the Officer Customer Service on Stations. Complaints encountered by officers include the cancellation of tickets, refund cancellation tickets, antiran loket, service ptugas booth and the absence of locker facilities at the station. The station realizes that the customer's complaints are useful to improve the better service in the future