Azmi, Hilmi (2025) Kompetensi Komunikasi Barista Swa Coffee Dalam Meningkatkan Kepuasan Pelanggan. Other thesis, Universitas Islam Riau.

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Abstract

Communication competence is the level of skill in delivering messages by one person to another to inform and change attitudes. Communication competence refers to a person's ability to communicate effectively. This is certainly related to service, especially in the field of coffee shops. This study aims to look at the communication competence of Swa Coffee Baristas in increasing customer satisfaction. This research uses a descriptive qualitative approach with data collection techniques through indepth interviews and observations of Swa Coffee baristas and customers. This research uses Descriptive Qualitative Method and the concept of communication competence proposed by Brian Spitzberg and William Cupach, this concept has 3 main components namely Knowledge, Motivation and Skills. Based on the results of the study, it was found that communication carried out by baristas has a significant role in shaping customer experience and perception of service quality. By applying the results of this study appropriately, it is hoped that the quality of service in the cafe industry can continue to improve, and customers not only get a good product, but also a memorable experience in every visit.

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