BUDAYA KOMUNIKASI ORGANISASI DALAM MEMPERTAHANKAN KUALITAS PELAYANAN (STUDI DESKRIPTIF KUALITATIF PADA HAGEYA PLANNER & WEDDING ORGANIZER YOGYAKARTA)

Tsania Fitrialin Putri, NIM.: 21107030124 (2025) BUDAYA KOMUNIKASI ORGANISASI DALAM MEMPERTAHANKAN KUALITAS PELAYANAN (STUDI DESKRIPTIF KUALITATIF PADA HAGEYA PLANNER & WEDDING ORGANIZER YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

In the middle of the growing competition among wedding organizer services in Yogyakarta, Hageya Planner has been able to maintain the quality of its services for clients. This is interesting to study, especially from the point of view of organizational communication, which is the foundation for good teamwork and a positive work culture that supports excellent service. This situation shows that internal communication culture not only affects relationships between employees but also plays an important role in keeping clients’ trust and satisfaction. This research uses a qualitative method by collecting data from the field at Hageya Planner & Wedding Organizer through interviews and observations. It uses the theory of Three Levels of Culture to analyze how communication culture helps maintain service quality, supported by the RATER model. To make sure the data is accurate and not based on personal opinion, triangulation is used to validate the findings. The results show that understanding and managing communication culture well is a key factor for Hageya Planner & Wedding Organizer to keep its good reputation, increase customer satisfaction, and stay competitive. In addition, the use of digital media and communication technology can be an important topic for future research, considering the current trend of digital communication in the wedding industry.

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