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ANALISIS KOMUNIKASI INTERPERSONAL BARISTA DAN PELANGGAN DI KEDAI KOPI PAK AGUS PASAR GEDE SURAKARTA

Pengarang: Alfian Zuhri Azis, Nora Nailul Amal
ISSN: 1411-268x
Tanggal: 2024-07-31
Edisi: 2024
Vol: 1

Abstrak:
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.

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