Peran Komunikasi Interpersonal Pegawai dalam Meningkatkan Kepuasan Pelanggan pada Layanan Hotel Pangeran Khar
DOI:
https://doi.org/10.38035/jim.v4i3.1199Keywords:
Komunikasi Interpersonal, Kepuasan Pelanggan, Layanan Perhotelan, Manajemen Hotel, Kualitas PelayananAbstract
Komunikasi interpersonal pegawai merupakan faktor kunci dalam meningkatkan kepuasan pelanggan di industri perhotelan, namun penelitian di hotel Indonesia masih terbatas. Penelitian ini bertujuan menganalisis peran komunikasi interpersonal pegawai dalam meningkatkan kepuasan pelanggan di Hotel Pangeran Khar. Menggunakan pendekatan kualitatif deskriptif dengan studi kasus tunggal, data dikumpulkan melalui wawancara mendalam dengan 6 pegawai dan 15 tamu, observasi partisipatif, serta analisis review online. Analisis menggunakan teori komunikasi interpersonal Joseph DeVito yang mencakup lima unsur: keterbukaan, empati, dukungan, sikap positif, dan kesetaraan. Hasil penelitian menunjukkan pegawai hotel telah menerapkan komunikasi interpersonal yang efektif melalui kombinasi komunikasi verbal dan non-verbal yang adaptif, dengan tingkat kepuasan pelanggan yang tinggi dan rating yang konsisten sangat baik di Google Maps. Hambatan utama meliputi keterbatasan bahasa Inggris dan kurangnya pengetahuan produk, sementara faktor pendukung adalah penerapan nilai budaya lokal Indonesia dan dukungan organisasional. Komunikasi interpersonal pegawai berperan signifikan dalam meningkatkan kepuasan pelanggan melalui penerapan konsisten kelima unsur komunikasi DeVito yang disesuaikan dengan budaya lokal.
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