Adrian, Ikhlas Adi (2023) Komunikasi Interpersonal Costumer Service PT. Agung Toyota SM Amin Dalam Menciptakan Kepuasan Pelanggan. Other thesis, Universitas Islam Riau.

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Abstract

Interpersonal Communication of PT. Agung Toyota’s Customer Service SM Amin In Creating Customer Satisfaction Ikhlas Adi Adrian 189110236 The purpose of this discussion of this study is how the process and concept of interpersonal communication between customer service with customers, as well as what are the inhibiting factors in the communication process between customer service with customers PT. Agung Toyota SM Amin. This research uses a descriptive qualitative research method with data sources obtained through interviews with informants and customers. The data is the analyzed using social exchange theory. The results of this study show that the process of interpersonal communication between customer service and customers is circular, and the concept of communication such as reliability, assurance, tangibility, empathy, and responsiveness indicates a concept of customer satisfaction, while language becomes a hindrance to communication. The process of interpersonal communication between customer service and customers in creating customer satisfaction start with a greeting from the customer service and providing the best service to customers through interactive or circular communication. Good communication and service provide added value in creating customer satisfaction.

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