ANALISIS PRAKTIK KOMUNIKASI ANTARPRIBADI CUSTOMER SERVICE DALAM MENINGKATKAN KEPUASAN PELANGGAN (STUDI DESKRIPTIF KUALITATIF PADA PERUSAHAAN DAERAH AIR MINUM TIRTA SEMBADA SLEMAN)

Dinda Kinanthi Rahmatika Astagist, NIM.: 19107030063 (2023) ANALISIS PRAKTIK KOMUNIKASI ANTARPRIBADI CUSTOMER SERVICE DALAM MENINGKATKAN KEPUASAN PELANGGAN (STUDI DESKRIPTIF KUALITATIF PADA PERUSAHAAN DAERAH AIR MINUM TIRTA SEMBADA SLEMAN). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Communication is the key to the success of human interaction with other humans or humans with organizations and other institutions. As a company that provides ready-to-consume clean water for the community in Sleman Regency, PDAM Tirta Sembada Sleman often handles various kinds of complaints submitted by customers. Therefore, companies must have a customer service with good communication skills to provide answers and solutions to customers regarding the problems they are facing. This study aims to analyze the interpersonal communication practices of PDAM Tirta Sembada Sleman customer service in increasing customer satisfaction. This study used descriptive qualitative method. Data collection is done by observation, interviews, and documentation. The subjects of this study are the Head of the Subscription Relations Subdivision, the Head of the Customer Section, and four PDAM Tirta Sembada Sleman Customer Service who are active in January 2023 or later so that these subjects can provide the required information precisely. The theory used in this study is the theory of interpersonal communication and customer satisfaction. The results showed that PDAM Tirta Sembada Sleman had good interpersonal communication with its customers by being able to maintain and fulfill the pre-existing aspects of customer satisfaction dimensions including openness, empathy, supportive attitude, positive attitude, and equality.

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