STRATEGI KOMUNIKASI INTERPERSONAL DALAM MEMPERTAHANKAN LOYALITAS (STUDI DESKRIPTIF KUALITATIF PENGGUNAAN WHATSAPP ANTARA CUSTOMER SERVICE DAN PENGGUNA JASA J&T EXPRESS DROP POINT JANTI YOGYAKARTA)

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.

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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.

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