eprintid: 63609
rev_number: 10
eprint_status: archive
userid: 12460
dir: disk0/00/06/36/09
datestamp: 2024-02-12 03:08:26
lastmod: 2024-02-12 03:08:26
status_changed: 2024-02-12 03:08:26
type: thesis
metadata_visibility: show
contact_email: muh.khabib@uin-suka.ac.id
creators_name: Mitsaqan Ghalizha, NIM.: 19107030139
title: STRATEGI KOMUNIKASI INTERPERSONAL DALAM MEMPERTAHANKAN LOYALITAS  (STUDI DESKRIPTIF KUALITATIF PENGGUNAAN WHATSAPP ANTARA CUSTOMER SERVICE  DAN PENGGUNA JASA J&T EXPRESS DROP POINT JANTI YOGYAKARTA)
ispublished: pub
subjects: kom_sos
divisions: jur_ikom
full_text_status: restricted
keywords: Interpersonal Communication, Customer Loyalty, Whatsapp Groups, Customer Service
note: Pembimbing: Dra. Marfuah Sri Sanityastuti, M.Si.
abstract: The Introduction section provides an overview of the importance of interpersonal communication in customer service and its impact on customer loyalty. The study focuses on the utilization of WhatsApp groups as a communication tool between customer service representatives and J&T Express Drop Point Janti users.In the Method section, a qualitative approach was employed, utilizing interviews and observations to gather data. Participants included customer service representatives and J&T Express Drop Point Janti users who were members of the WhatsApp groups. The data was analyzed using thematic analysis.The Results section reveals that effective interpersonal communication plays a crucial role in maintaining customer loyalty. Through WhatsApp groups, customer service representatives were able to establish strong relationships with users, foster mutual understanding, and provide necessary support. Moreover, positive and proactive interpersonal communication enabled the customer service representatives to provide accurate information about J&T Express Drop Point Janti services and offer assistance in problem-solving.The Discussion section explores the implications of these findings. It emphasizes the significance of supportive attitudes, understanding, clear information, and responsiveness to users' concerns in building strong relationships and maintaining customer loyalty.This study provides valuable insights for J&T Express in enhancing interpersonal communication with users through the utilization of WhatsApp groups. By understanding the importance of effective interpersonal communication, J&T Drop Point Janti Express can improve user satisfaction and cultivate customer loyalty.
date: 2023-12-15
date_type: published
pages: 163
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS ILMU SOSIAL DAN HUMANIORA
thesis_type: skripsi
thesis_name: other
citation:   Mitsaqan Ghalizha, NIM.: 19107030139  (2023) STRATEGI KOMUNIKASI INTERPERSONAL DALAM MEMPERTAHANKAN LOYALITAS (STUDI DESKRIPTIF KUALITATIF PENGGUNAAN WHATSAPP ANTARA CUSTOMER SERVICE DAN PENGGUNA JASA J&T EXPRESS DROP POINT JANTI YOGYAKARTA).  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/63609/1/19107030139_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/63609/2/19107030139_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf