PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN PELANGGAN PT. VICALTA GRACIAS INDONESIA (TRAPO INDONESIA)

MELINDA, MELINDA (2022) PENGARUH KOMUNIKASI INTERPERSONAL CUSTOMER SERVICE TERHADAP KEPUASAN PELANGGAN PT. VICALTA GRACIAS INDONESIA (TRAPO INDONESIA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Business competition is getting tougher in the era of globalization. Every company from various industries is required to have sensitivity to all changes that occur and focus on customer satisfaction. Customer service is an action offered by the company to customers. One of the companies that implement interpersonal communication, this is PT. Vicalta Gracias Indonesia (Trapo Indonesia) to handle customer complaints through customer service. This study uses the paradigm of positivism with explanative quantitative research methods through surveys. The subjects of this research are customers at PT. Vicalta Gracias Indonesia (Trapo Indonesia) with a population of 9,110 people and as many as 380 respondents. Collecting research data by distributing a list of questions to respondents via google forms sent via email, studying books, journals, and previous research. The results of this study indicate that customer service interpersonal communication has a positive and significant effect on customer satisfaction variables. Based on the results of hypothesis testing,, the value of t count 49,834 > t table 1,966. In relation to PR activities, the role of customer service also fulfills the role of PR, namely as a communication facilitator and being a liaison listener between customer service PT. Vicalta Gracias Indonesia (Trapo Indonesia) with customers to handle complaints. The conclusion in this study is that each dimension of this study, be it openness, empathy, supportiveness, positiveness, and equality has a positive influence on customer satisfaction. Keywords : Interpersonal Communication, Customer Service, Customer Satisfaction Persaingan bisnis semakin ketat di era globalisasi. Setiap perusahaan dari berbagai industri dituntut memiliki kepekaan terhadap segala perubahan yang terjadi dan fokus pada kepuasan pelanggan. Pelayanan pelanggan adalah suatu tindakan yang ditawarkan oleh perusahaan kepada pelanggan. Salah satu perusahaan yang menerapkan komunikasi interpersonal, yaitu PT. Vicalta Gracias Indonesia (Trapo Indonesia) untuk menangani keluhan para pelanggan melalui customer service. Penelitian ini menggunakan paradigma positivisme dengan metode penelitian kuantitatif eksplanatif melalui survey. Subjek penelitian ini yaitu pelanggan di PT. Vicalta Gracias Indonesia (Trapo Indonesia) dengan populasi 9.110 orang dan sebanyak 380 responden. Pengumpulan data penelitian dengan cara menyebarkan daftar pertanyaan kepada responden melalui google form yang dikirimkan melalui email, mempelajari buku, jurnal, dan penelitian sebelumnya. Hasil penelitian ini menunjukkan bahwa komunikasi interpersonal customer service berpengaruh positif dan signifikan terhadap variabel kepuasan pelanggan. Berdasarkan hasil uji hipotesis yaitu, nilai t hitung 49.834 > t tabel 1,966. Sehubungan dengan aktivitas PR, peran customer service juga memenuhi peran PR, yaitu fasilitator komunikasi dan menjadi pendengar penghubung antara customer service PT. Vicalta Gracias Indonesia (Trapo Indonesia) dengan pelanggan untuk menangani keluhan. Kesimpulan dalam penelitian ini adalah masing – masing dimensi dari penelitian ini baik itu keterbukaan, empati, sikap mendukung, sikap positif, dan kesetaraan memiliki pengaruh positif terhadap kepuasan pelanggan. Kata Kunci : Komunikasi Interpersonal, Customer Service, Kepuasan Pelanggan

Item Type: Thesis (S1)
Call Number CD: FK/PR. 22 181
Call Number: SK/42/22/067
NIM/NIDN Creators: 44218110053
Uncontrolled Keywords: Komunikasi Interpersonal, Customer Service, Kepuasan Pelanggan
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal
300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.5 Relations of Individual to Society/Hubungan antara Individu dan Masyarakat
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan
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: ADELINA HASNA SETIAWATI
Date Deposited: 28 Nov 2022 02:03
Last Modified: 28 Nov 2022 02:03
URI: http://repository.mercubuana.ac.id/id/eprint/71989

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