VANESSA, VANESSA (2025) DINAMIKA KOMUNIKASI INTERPERSONAL DALAM HUBUNGAN KERJA SALES DI PERUSAHAAN X. S1 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
Penelitian ini menganalisis anomali tingkat perputaran (turnover) karyawan di divisi sales PT Synnex Metrodata Indonesia yang berada di bawah 2%, sangat rendah dibandingkan rata-rata industri sebesar 14,5%. Fokus utama penelitian adalah bagaimana kualitas komunikasi interpersonal membangun loyalitas tersebut menggunakan teori Joseph DeVito yang mencakup dimensi keterbukaan, empati, sikap mendukung, sikap positif, dan kesetaraan. Menggunakan metode kualitatif studi kasus dengan paradigma konstruktivisme, peneliti mewawancarai tujuh informan divisi sales yang memiliki masa kerja di atas lima tahun. Data dikumpulkan melalui wawancara mendalam, observasi, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa dinamika komunikasi interpersonal di PT Synnex Metrodata Indonesia (SMI) merupakan faktor kunci dalam membangun loyalitas karyawan divisi sales melalui penguatan lima dimensi utama. Dalam aspek keterbukaan, karyawan cenderung menerapkan keterbukaan yang bersifat selektif dan bergradasi, di mana mereka lebih nyaman berbagi informasi pribadi pada momen santai dengan rekan yang benar-benar dipercaya guna memperkuat kedekatan emosional. Dimensi empati terwujud secara nyata melalui kesadaran karyawan untuk menyesuaikan cara berkomunikasi, seperti merendahkan nada suara, melakukan validasi emosional, dan menjadi pendengar aktif saat rekan kerja sedang mengalami kelelahan fisik atau tekanan target penjualan yang tinggi. Penelitian menyimpulkan bahwa praktik komunikasi interpersonal yang manusiawi dan inklusif merupakan fondasi utama terbentuknya loyalitas jangka panjang karyawan di tengah kompetisi industri TI yang dinamis This study analyzes the employee turnover anomaly in the sales division of PT Synnex Metrodata Indonesia, which remains below 2%, significantly lower than the industry average of 14.5%. The primary focus of this research is to understand how the quality of interpersonal communication builds such loyalty, utilizing Joseph DeVito’s theory which encompasses the dimensions of openness, empathy, supportiveness, positiveness, and equality. Adopting a qualitative case study method within a constructivist paradigm, the researcher interviewed seven informants from the sales division who have a tenure of over five years. Data were collected through in-depth interviews, observations, and documentation studies. The research findings indicate that the dynamics of interpersonal communication at PT Synnex Metrodata Indonesia (SMI) serve as a key factor in building the loyalty of sales division employees through the reinforcement of five main dimensions. Regarding the aspect of openness, employees tend to apply selective and graded openness, feeling more comfortable sharing personal information during relaxed moments with trusted colleagues to strengthen emotional bonds. The dimension of empathy is tangibly manifested through the employees' awareness to adjust their communication styles such as lowering their tone of voice, providing emotional validation, and becoming active listeners when colleagues face physical exhaustion or high sales target pressures. This study concludes that humane and inclusive interpersonal communication practices form the primary foundation for long-term employee loyalty amidst the competitive and dynamic IT industry.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44221120052 |
| Uncontrolled Keywords: | Komunikasi Interpersonal, Loyalitas, Sales, Joseph DeVito, Synnex Metrodata Indonesia. Interpersonal Communication, Loyalty, Sales, Joseph DeVito, Synnex Metrodata Indonesia. |
| Subjects: | 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | ZAIRA ELVISIA |
| Date Deposited: | 24 Feb 2026 01:53 |
| Last Modified: | 24 Feb 2026 02:19 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101077 |
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