SANDRINA, SIFA TIYA (2023) POLA KOMUNIKASI ANTARPRIBADI CUSTOMER SERVICE DENGAN NASABAH DALAM MENINGKATKAN SERVICE QUALITY (Studi Deskriptif Kualitatif Pada Bank BCA KCP Intercon Megah Jakarta). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Communication is very necessary in establishing a relationship because with communication we can exchange information between communicators and communicants. This study aims to determine how the Interpersonal Communication Pattern of Customer Service with Customers in Improving Service Quality at Bank BCA KCP Intercon Megah Jakarta. This research uses qualitative methods by conducting interviews (in depth interviews) with the Head of Customer Service, Customer Service, and Customers of BCA KCP Intercon Megah. Based on the results of the study, there is a pattern of transactional interpersonal communication between Customer Service and Customers where there are complex elements that influence each other such as the element of time, interference and experiences of each communicator shared in the communication process that changes over time. The interpersonal communication approach used by customer service is 1) openness, 2) empathy, 3) supportive attitude, 4) positive attitude and 5) equality. So it is concluded that the communication process that takes place is the result of the experience of both parties which is then expressed to each other and produces a system that affects what and how someone can communicate and what meaning is created from the process. Keywords : Communication Pattern, Customer Service, Interpersonal Communication, Public Relations, PT Bank Central Asia. Komunikasi sangat diperlukan dalam menjalin suatu hubungan karena dengan komunikasi kita dapat saling bertukar informasi antara komunikator dan komunikan. Penelitian ini memiliki tujuan untuk mengetahui bagaimana Pola Komunikasi Antarpribadi Customer Service Dengan Nasabah Dalam Meningkatkan Service Quality di Bank BCA KCP Intercon Megah Jakarta. Penelitian ini menggunakan metode kualitatif dengan melakukan wawancara (in depth interview) dengan Kepala Bagian Customer Service, Customer Service, dan Nasabah BCA KCP Intercon Megah. Berdasarkan hasil penelitian terdapat pola komunikasi antarpribadi transaksional antara Customer Service dan Nasabah dimana adanya unsur yang kompleks yang saling mempengaruhi seperti, unsur waktu, gangguan dan pengalaman-pengalaman setiap komunikator yang dibagikan dalam proses komunikasi yang berubah seiring waktu. Pendekatan komunikasi antarpribadi yang digunakan oleh customer service adalah 1) keterbukaan, 2) empati, 3) sikap mendukung, 4) sikap positif dan 5) kesetaraan. Sehingga disimpulkan bahwa proses komunikasi yang berlangsung merupakan hasil dari pengalaman kedua belah pihak yang kemudian saling diutarakan dan menghasilkan sistem yang mempengaruhi apa dan bagaimana seseorang dapat berkomunikasi serta apa makna yang tercipta dari proses tersebut. Kata Kunci : Pola Komunikasi, Customer Service, Komunikasi Antar Pribadi, Public Relation, PT Bank Central Asia
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