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KOMUNIKASI INTERPERSONAL ANTARA COLLECTOR DAN NASABAH PADA PERUSAHAAN KREDIT (Studi Kasus Pada PT Federal International Finance (FIF) Kota Malang)

Winaning, Tri Wainda Anggun (2018) KOMUNIKASI INTERPERSONAL ANTARA COLLECTOR DAN NASABAH PADA PERUSAHAAN KREDIT (Studi Kasus Pada PT Federal International Finance (FIF) Kota Malang). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

At present the company's business in the field of credit goods financing is one of the most developed businesses in Indonesia, a problem that often arises in the implementation of credit agreements such as the situation in which the customer fails to carry out his obligation to pay credit installments. The purpose of this research is to find out and describe how the communication process Interpersonal Collect with customers at PT Federal International Finance (FIF) Malang City In this study, the study of the theory of researchers focused on the effectiveness of interpersonal communication delivered by Devito namely among others: Openness (Openess), Empathy (Emphaty), Supportive attitude, Positive attitude (Positiveness), Equality (Equality). also uses verbal and non-verbal communication to support research The research approach used in this study is qualitative to get more accurate data about employees and their customers. The type of research used is a type of descriptive analysis research, which is research used to describe in detail the object of research. The results of this study indicate that the effective Collector and customer communication at FIF Malang is characterized by an interactive process between the two, where there is reciprocal information delivery starting from inculcating openness, Empathy, Supporting Attitudes, positive attitudes to equality, and also effective verbal as well as non-verbal. Collaborative, proactive communication and respecting the opinions of each other in taking installment billing processes can actually bring good effects in moments both before and after the transaction. At present the company's business in the field of credit goods financing is one of the most developed businesses in Indonesia, a problem that often arises in the implementation of credit agreements such as the situation in which the customer fails to carry out his obligation to pay credit installments. The purpose of this research is to find out and describe how the communication process Interpersonal Collect with customers at PT Federal International Finance (FIF) Malang City In this study, the study of the theory of researchers focused on the effectiveness of interpersonal communication delivered by Devito namely among others: Openness (Openess), Empathy (Emphaty), Supportive attitude, Positive attitude (Positiveness), Equality (Equality). also uses verbal and non-verbal communication to support research The research approach used in this study is qualitative to get more accurate data about employees and their customers. The type of research used is a type of descriptive analysis research, which is research used to describe in detail the object of research. The results of this study indicate that the effective Collector and customer communication at FIF Malang is characterized by an interactive process between the two, where there is reciprocal information delivery starting from inculcating openness, Empathy, Supporting Attitudes, positive attitudes to equality, and also effective verbal as well as non-verbal. Collaborative, proactive communication and respecting the opinions of each other in taking installment billing processes can actually bring good effects in moments both before and after the transaction.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 2011110040311398
Keywords: Interpersonal, Collector, FIF Malang
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Social and Political Science > Department of Communication Science (70201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 29 Nov 2018 11:05
Last Modified: 29 Nov 2018 11:05
URI : http://eprints.umm.ac.id/id/eprint/41174

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