Hikmal, Muhammad Fardeen (2025) PENGARUH GAYA KOMUNIKASI TOUR LEADER TERHADAP KEPUASAN KLIEN TOUR OTE FAMILY TRAVEL. S1 thesis, Universitas Mercu Buana Jakarta - Menteng.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh gaya komunikasi Tour Leader terhadap kepuasan klien pada OTe Family Travel. Latar belakang penelitian ini didasarkan pada pentingnya peran Tour Leader sebagai ujung tombak dalam memberikan pengalaman wisata yang memuaskan. Pendekatan kuantitatif digunakan dalam penelitian ini, dengan metode survei terhadap 323 responden yang merupakan klien OTe Family Travel. Variabel gaya komunikasi meliputi gaya Authoritarian, Controlling, Collaborative, dan Nurturing, sedangkan kepuasan klien diukur melalui dimensi tangible, Reliability, Responsiveness, Assurance, dan Empathy. Analisis data dilakukan menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa gaya komunikasi Tour Leader secara simultan berpengaruh signifikan terhadap kepuasan klien. Secara parsial, gaya komunikasi Collaborative dan Nurturing memiliki pengaruh positif dan signifikan terhadap kepuasan klien, sedangkan gaya Authoritarian dan Controlling tidak menunjukkan pengaruh yang signifikan. Temuan ini mengindikasikan bahwa gaya komunikasi yang bersifat terbuka, partisipatif, dan empatik mampu meningkatkan rasa nyaman, kepercayaan, serta kepuasan klien selama pelaksanaan tur. Penelitian ini menegaskan bahwa keberhasilan layanan wisata tidak hanya ditentukan oleh kualitas fasilitas, tetapi juga oleh kualitas interaksi interpersonal antara Tour Leader dan klien. This study aims to determine the influence of Tour Leader Communication styles on Client satisfaction at OTe Family Travel. The research is grounded in the crucial role of Tour Leaders as the frontline representatives responsible for shaping Client Experiences. A quantitative approach was employed using a Survey method with 100 respondents, all of whom were Clients of OTe Family Travel. The Communication styles assessed include Authoritarian, Controlling, Collaborative, and Nurturing, while Client satisfaction was measured through five service dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The Regression analysis results indicate that the Tour Leaders’ Communication styles particularly Collaborative and Nurturing significantly influence Client satisfaction. Open, empathetic, and Inclusive Communication styles were shown to enhance Comfort and Trust throughout the tour. This supports the notion that Service quality is determined not only by physical facilities but also by the Human interactions involved.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44220010253 |
| Uncontrolled Keywords: | gaya komunikasi, Tour Leader, kepuasan klien, OTe Family Trave Communication style, Tour Leader, Client satisfaction, OTe Family Travel |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | ARDIFTA DWI AFRIANI |
| Date Deposited: | 13 Mar 2026 01:26 |
| Last Modified: | 13 Mar 2026 01:26 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101597 |
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