Effective communication is crucial for individuals who work directly with numerous people or
customers. Modern businesses are increasingly shifting from a Product Oriented to a Customer
Oriented approach, a trend also observed in the coffee shop industry. This study aims to explore
the role of interpersonal communication between baristas and customers in enhancing customer
comfort and loyalty at Kedai Kopi Pak Agus in Pasar Gede. Employing qualitative methods,
specifically ethnographic research, the study uses purposive sampling for data collection.
Theories of interpersonal communication and the humanistic approach guide this research,
ensuring data validity and reliability through rigorous testing. Interviews serve as the primary
data collection technique, with data reduced and presented in descriptive narratives before
drawing conclusions. Findings indicate that the interpersonal communication practiced by the
baristas at Kedai Kopi Pak Agus significantly influences customer purchasing decisions and
loyalty. The researchers observed that the baristas effectively incorporate the five aspects of
interpersonal communication within a humanistic framework. |