PUTRA, RAMADHAN (2026) KOMPETENSI KOMUNIKASI INTERPERSONAL BARISTA CAFE HALAMAN BANDUNG DALAM MENINGKATKAN PELAYANAN PRIMA KEPADA KONSUMEN. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The growth of the café industry in Bandung has increased significantly over the past few years. However, alongside this rapid expansion, a phenomenon of service inconsistency has emerged within the industry. Café Halaman Bandung has emerged as a business entity that successfully cultivates a positive public image through the effectiveness of its staff's interpersonal communication. This research aims to examine the interpersonal communication practices of Café Halaman Bandung staff in daily operational activities and their subsequent impact on service excellence.This study refers to five previous research works discussing the link between interpersonal communication and service excellence across various industrial sectors. The theoretical framework is based on Spitzberg and Cupach’s (1984) Interpersonal Communication Competence theory, which encompasses three primary components: motivation, knowledge, and skills. These three components serve as an analytical framework to evaluate the staff's ability to foster interactions that support the achievement of service excellence for consumers.The research employs a descriptive qualitative approach. Data were collected through in-depth interviews with five informants, consisting of three staff members as internal parties and two customers as external parties, to comprehensively explore the implementation of interpersonal communication competence and its impact on service quality.The findings indicate that the staff consistently apply interpersonal communication competence in their daily service through the effective integration of motivation, knowledge, and skills. This practice is proven to generate service excellence, which enhances consumer satisfaction while simultaneously strengthening the café's image as a comfortable public space. This demonstrates that interpersonal communication competence is a key factor in the success of service-oriented businesses." Keywords:Interpersonal Communication, Service Excellence, Communication Competence, Barista Perkembangan café di Kota Bandung meningkat pesat dalam beberapa tahun terakhir. Namun seiring peningkatan tersebut, muncul fenomena ketidak konsistenan pelayanan yang sering dialami industri ini. Café Halaman Bandung muncul sebagai pelaku usaha yang berhasil membangun citra positif di kalangan masyarakat melalui efektivitas komunikasi interpersonal stafnya. Penelitian ini bertujuan untuk mengkaji praktik komunikasi interpersonal staf Café Halaman Bandung dalam aktivitas operasional sehari – hari serta dampaknya terhadap pelayanan prima. Penelitian ini merujuk pada lima penelitian terdahulu yang membahas kaitan antara komunikasi interpersonal dan pelayanan prima diberbagai sektor industri. Landasan teoritis dalam penelitian ini didasarkan pada teori Kompetensi Komunikasi Interpersonal Spitzberg dan Cupach (1984) yang mencakup tiga komponen utama, yaitu motivasi, pengetahuan dan keterampilan. Ketiga komponen tersebut berfungsi sebagai kerangka analisis untuk mengevaluasi kemampuan staf dalam membangun interaksi yang medukung terciptanya pelayanan prima bagi konsumen. Metode penelitian menggunakan pendekatan kualitatif deskriptif. Pengumpulan data dilakukan melalui wawancara mendalam terhadap lima informan yang terdiri dari tiga staf café sebagai pihak internal, dan dua pelanggan sebagai pihak eksternal untuk menggali informasi secara komprehensif mengenai penerapan kompetensi komunikasi interpersonal serta dampaknya terhadap kualitas pelayanan.Hasil penelitian menunjukan bahwa staf secara konsisten menerapkan kompetensi komunikasi interpersonal dalam pelayanan sehari-hari melalui Integrasi motivasi, pengetahuan, dan keterampilan yang baik. Praktik ini terbukti menciptakan pelayanan prima yang meningkatkan kepuasan konsumen sekaligus memperkuat citra café sebagai ruang publik yang nyaman. Hal ini membuktikan bahwa kompetensi komunikasi interpersonal merupakan faktor kunci dalam keberhasilan bisnis jasa. Kata kunci: Komunikasi Interpersonal, Pelayanan Prima, Kompetensi Komunikasi, Barista
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44221010173 |
| Uncontrolled Keywords: | Komunikasi Interpersonal, Pelayanan Prima, Kompetensi Komunikasi, Barista |
| Subjects: | 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal 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 |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | khalimah |
| Date Deposited: | 31 Mar 2026 03:45 |
| Last Modified: | 31 Mar 2026 03:45 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101804 |
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