KOMUNIKASI INTERPERSONAL FRONTLINER DALAM MELAYANI DAN MEMBERIKAN INFORMASI KEPADA PELANGGAN PT.PLN (PERSERO) RAYON PANAM PEKANBARU
Abstract: Frontliner
interpersonal communication is very important in the service and information to
customers of PT. PLN (Persero) Rayon Panam. The presence, these interpersonal
communication, Frontliner and customers can find out how to establish a good
relationship with each other. The purpose of this study was to determine how
effective interpersonal communication Frontliner serve and provide information
to customers, as well as to identify factors that affect interpersonal
communication Frontliner in serving and providing information to customers of
PT. PLN (Persero) Pekanbaru Panam Rayon.
The research was conducted at PT. PLN (Persero) Pekanbaru Panam Rayon,
which is located at Jalan HR. Soebrantas Pekanbaru. This research using
qualitative research methods. Informants in this study is 15 people. Where 6
people frontliner using purposive technique and 5 customers, using accidental.
Techniques of data collection is done through observation, interviews and
documentation. Data analysis techniques include data reduction data
presentation, conclusion and verification.
The results showed that the effectiveness of interpersonal communication
components frontline in serving and providing information to customers must be
effective, because the frontliner should be able to be a communicator has high
credibility and has the appeal so as to convey the message or information
directly or indirectly (media), and can understood by the communicant
(customers) so get the effect of what is being implemented in the frontline to
serve and provide information to customers. Factors that affect interpersonal
communication frontliner in serving and providing information to customers
including the trust factor, factor supportiveness and openness factors. The
trust factor where customers lack confidence with what is provided by the front
liners, and factors supportiveness which is not supportive of the PLN in
serving and providing information to customers. While the openness factor,
frontliner has been open to the problems experienced by PT PLN.
Penulis: Hennike Ramadhani,
Nurjanah
Kode Jurnal: jpkomunikasidd150454
