Ikhsan, Nurmahmudi (2023) Pola Komunikasi Pegawai PLN Dalam Menerima Keluhan Pelanggan. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to examine the communication patterns used by PLN employees in handling customer complaints. The method used in this research is qualitative, involving a number of informants who are customers and PLN employees. Data collection techniques include observation, interviews, and documentation. This study applies the communication pattern theory proposed by Harold D. Lasswell. The results of this study indicate the following patterns: (1) Secondary Communication Pattern: customers report complaints through mobile media and use applications such as PLN Mobile, WhatsApp, and Instagram. (2) Circular Communication Pattern: customers report complaints and then receive feedback from PLN employees regarding their reports. (3) Star Communication Pattern: in WhatsApp groups, group members consisting of customers and PLN employees can send and receive messages known to them and share them within the group.

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