SANTOSO, GALIH ADHI and , Rina Sari Kusuma, M.I.Kom (2021) Komunikasi Interpersonal Barista Dengan Konsumen Dalam Pelayanan Jasa Di Niti Samasta Coffeshop. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Coffeshop is a new culture in people's lives that is becoming a trend. In communicating, baristas use verbal and non-verbal language as an indicator of service to consumers. This study uses the theory of communication effectiveness with a humanistic approach to see the communication process of baristas in services which focuses on five general quality aspects to create effective communication. The method used is descriptive qualitative because this study aims to examine the interpersonal communication process of baristas in depth. For research subjects, researchers used a purposive sampling technique that was adjusted to the criteria of this study to obtain information. The technique for data collection uses a combination of participant observation and in-depth interviews. For the validity of the data, the researcher used source triangulation by comparing the results of the observations with the interview data. n this study it was found that, the barista communication process uses interpersonal communication. This can be seen when the barista uses spoken language and body signals to open communication with consumers. This means that barista services work based on SOPs. All communication processes must have obstacles, Obstacles show that barista communication is ineffective so that proper handling of the barista's problems can replace consumers' feeling of dissatisfaction with relief and these obstacles become material for barista introspection in carrying out further services
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Barista, Coffeshop, Komunikasi interpersonal, Konsumen, Pelayanan jasa |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications |
| Divisions: | Fakultas Ilmu Komunikasi dan Informatika > Ilmu Komunikasi |
| Depositing User: | GALIH ADHI SANTOSO |
| Date Deposited: | 09 Jun 2021 05:53 |
| Last Modified: | 09 Jun 2021 05:53 |
| URI: | http://eprints.ums.ac.id/id/eprint/91715 |
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