Fadhila, Nasya Qowlam (2025) Analisis Komunikasi Interpersonal CSO dengan Penumpang Dalam Memberikan Pelayanan Informasi Di Bandara Sultan Syarif Kasim II Pekanbaru. Other thesis, Universitas Islam Riau.

Text skripsi_219110247_watermark.pdf - Submitted Version Restricted to Registered users only Download (2MB) | Request a copy

Abstract

Sultan Syarif Kasim II Airport Pekanbaru is one of the international airports that has an important role in supporting the smooth mobility of passengers. In providing information services to passengers, the role of the Customer Service Officer (CSO) is very crucial as a bridge of communication between the airport and service users. This study aims to analyze the process of interpersonal communication between CSOs and passengers in the Public Information Desk (PID) unit in conveying information and handling complaints. The approach used is qualitative with a descriptive method through data collection techniques in the form of observation, in-depth interviews, and documentation. The results of the study show that interpersonal communication between CSOs and passengers includes five main elements according to Joseph A. Devito's theory, namely openness, empathy, support, positive attitude, and equality. CSO strives to provide friendly, patient, and professional service in dealing with various situations such as passengers' ignorance about boarding procedures, ticket schedule errors, lost goods, flight delays, and passengers who are using air transportation for the first time. Effective communication is able to create services that help passengers provide good information, build trust, and increase passenger satisfaction with airport services.

Actions (login required)

View Item