The role of indihome’s public relations department in responding to customers (generation Z) satisfaction complaints / Ngurah Rangga Wiwesa …[et al.]

Advances in information and communication technology play an important role in facilitating human life. Indihome is present as one of the triple play internet services by PT Telkom Indonesia which has a good reputation among the public. Indihome plays a role in helping the internet services needed by the community. However, with the precarious situation due to the Covid-19 pandemic, the people is forced to conduct their activities online. Initially this situation became an advantage and opportunity for the company, but due to exploding consumer demand, the company experienced an imbalance in providing internet services, making many people angry and disappointed. This study aims to determine the role of Indihome public relations (PR) in responding to consumer complaints about Gen Z consumer satisfaction. This study uses quantitative methods and descriptive methods through surveys conducted on Google Forms which are distributed online to generation Z respondents. PR handles complaints that occur, so the survey becomes a reference for Indihome PR to improve service strategies and make new innovations in the program internet service.