MAULIDA, WILDA (2025) KOMUNIKASI INTERPERSONAL ACCOUNT OFFICER PT. PERMODALAN NASIONAL MADANI (PNM) MEKAAR CENGKARENG 1 JAKARTA BARAT DALAM MENJAGA LOYALITAS NASABAH. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Tight competition certainly encourages every company to pay more attention to the quality and credibility of the company, especially with the increasing growth of competitors in similar fields. PNM as a financial services provider that distributes financing to MSME business actors in Indonesia, especially in Jakarta, needs to pay attention to every step and communication plan that will be faced with customers. This study uses a qualitative approach method with a case study. Data collection techniques with interviews, observations, documentation, and participating in experiencing events in the field. For informants in this study using three internal informants and three external informants. The results of the study found several communications that were not conveyed because they affected negative customer responses. Interpersonal face to face communication is more effective, WhatsApp media can be a communication supporter between AO and Customers. PNM Mekaar Cengkareng is committed to continuing to improve the quality of service because customer loyalty is very important. The products offered and activities provided by PNM are able to maintain customer loyalty in making repeat purchases at PNM Mekaar Cengkareng 1 West Jakarta.Keywords: Communication, Interpersonal Communication, Customer Loyalty. Keywords: Communication, Interpersonal Communication, Customer Persaingan yang ketat tentu mendorong setiap perusahaan untuk semakin memperhatikan kwalitas dan kredibilitas perusahaan, apalagi dengan semakin tumbuh kembangnya kompetitor dibidang serupa. PT. Permodalan Nasional Madani (PNM) sebagai perusahaan penyedia jasa keuangan kepada pelaku usaha UMKM yang ada di Indonesia khususnya di jakarta ini perlu memperhatikan setiap langkah dan rencana komunikasi yang akan dihadapi dengan nasabah. Penelitian ini menggunakan metode pendekatan kualitatif dengan studi kasus. Teknik pengumpulan data dengan wawancara, observasi, dokumentasi, dan ikut serta merasakan kejadian dilapangan. Untuk informan dalam penelitian ini menggunakan tiga informan internal dan tiga informan eksternal. Hasil penelitian menemukan beberapa komunikasi yang tidak tersampaikan karena berpengaruh pada respon negative nasabah. Komunikasi interpersonal face to face lebih efektif dilakukan, media perantara whatsapp dapat menjadi pendukung komunikasi anatara AO dengan Nasabah. PNM Mekaar Cengkareng berkomitment untuk terus melakukan perbaikan terhadap kwalitas pelayanan karena loyalitas nasabah sangat penting. Produk yang ditawarkan dan kegiatan yang diberikan oleh PNM mampu mempertahankan loyalitas nasabah dalam melakuakan pemebelian berulang di PNM Mekaar Cengkareng 1 Jakarta Barat. Kata Kunci: Komunikasi, Komunikasi Interpersonal, Loyalitas Pelanggan
| Item Type: | Thesis (S1) |
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| Call Number CD: | FK/PR. 25 183 |
| NIM/NIDN Creators: | 44217120063 |
| Uncontrolled Keywords: | Komunikasi, Komunikasi Interpersonal, Loyalitas 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 > 302.2 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: | khalimah |
| Date Deposited: | 09 Oct 2025 06:09 |
| Last Modified: | 09 Oct 2025 06:09 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/98945 |
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