Indira Maulida Putri, . (2025) STRATEGI KOMUNIKASI INTERPERSONAL KARYAWAN PT. CITRA SURYA AGUNG DALAM MEMBERIKAN SERVICE EXCELLENT KEPADA PELANGGAN. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze how interpersonal communication strategies implemented by employees of PT. Citra Surya Agung contribute to achieving service excellence for customers. This study uses a qualitative approach with a case study method. Data was collected through interviews, observations, and documentation related to PT. Citra Surya Agung’s SOP. This study uses Devito’s (2016) theory of interpersonal communication to analyze employees; interpersonal communication strategies with dimensions of interpersonal communication that include openness, empathy, support, positive attitude, and equality. Meanwhile, the concept of service excellence according to Barata (2003), which consist of six dimensions, ability, appearance, attention, action, and accountability is used as the analytical framework for service excellence. The results of the study indicate that the interpersonal communication strategies implemented by PT. Citra Surya Agung employees have been consistenly applied and play a crucial role in delivering service excellence. Employess demonstrate good technical and communication skills, friendly and responsive attitudes, professional appearance even in online instractions, personal attention to customer needs, proactive actions in addressing issues, and high responsibility for work outcomes and customer data security. The synergy between effective interpersonal communication and the implementation of service excellence principles enables PT. Citra Surya Agung to build long-term relationship with customer based on trust and satisfaction.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No,Panggil: 1810411249] [Pembimbing: Vina Mahdalena] [Penguji 1: Azwar} [Penguji 2: Uljatunnisa] |
| Uncontrolled Keywords: | Interpersonal Communication, Service Quality, Customer Trust, Service Excellence, Communication Strategy |
| Subjects: | H Social Sciences > HE Transportation and Communications J Political Science > JV Colonies and colonization. Emigration and immigration. International migration |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1) Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1) |
| Depositing User: | INDIRA MAULIDA PUTRI |
| Date Deposited: | 03 Sep 2025 01:40 |
| Last Modified: | 03 Sep 2025 01:40 |
| URI: | http://repository.upnvj.ac.id/id/eprint/40101 |
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