UMM Institutional Repository

AKTIVITAS KOMUNIKASI PETUGAS FRONT DESK DALAM MELAYANI KONSUMEN(Studi pada Front Desk Kantor Pemasaran PT. Indotruck Utama Surabaya)

NOORMAWATI, AFRIDA (2009) AKTIVITAS KOMUNIKASI PETUGAS FRONT DESK DALAM MELAYANI KONSUMEN(Studi pada Front Desk Kantor Pemasaran PT. Indotruck Utama Surabaya). Other thesis, University of Muhammadiyah Malang.


Download (102kB) | Preview


Communications constitute an inseparable part of idea, feeling and importance of facilitator to braid relationship with others. PT. Indotruck Utama Surabaya is company in area sale of service and goods. One of the effort to reach the target of company, PT. Indotruck Utama Surabaya have to can in braiding relation which is good to be, expected can influence in decision buy, cooperation up to forming of perception and way of client approach or customer. Role of Front of Desk exist in PT. Indotruck Utama Surabaya hold important role in course of influencing and serving customer. Role of Front of Desk is to serve guest or consumer which paying a visit at company. So that in this research take formula of problem of how communications activity done by officer of Front of Desk PT. Indotruck Utama Surabaya in serving consumer? As for communications context here consist of communications two people, interview, small group communications, public communications, and communications of organizational and mass communications. Communications of Interpersonal have the character of transactional, this meant that communications represent a[n process, that its components each other is related/relevant, and that its communicator show off and react as a entirety or unity. In communications of interpersonal conducted by the understanding of relation and communications of interpersonal from the aspect of individual, hereinafter referred to as with psychological process. Psychological process represent important shares in communications of interpersonal, because in communications of interpersonal individual try to interpret meaning which concerning own self, others self and relation that happened. Psychological process can have an in with relation and communications of interpersonal, because individuals us as guidance to act and behavior of me. Communications of Interpersonal can be identified in two important characteristic. First, communications of interpersonal take place to pass some phase, start from interaction phase early to disconnection. Both, communications of interpersonal different each other in the case of broadness and deepness. This research use research method qualitative. Where researcher wishes to elaborate and communications activity to description conducted by officer of Front of Desk PT. Indotruck Utama Surabaya. Its Technique data collecting use interview, observation and documentation. Determination of informant in this research use Purposive Sampling. Where source of the research is three people officer of Front of Desk PT. Indotruck Utama Surabaya. Technique analyze data the used [is] by process induction, data interpretation and later; then data to conceptually draw a conclusion. From data analysis which have been conducted, researcher can conclude that officer of Front of Desk at PT. Indotruck Utama Surabaya have conducted communications activity better. Communications activity conducted by officer of Front of Desk PT. Indotruck Utama Surabaya cover the forwarding of information or message to consumer, accepting information or message of consumer of is so-called as back feed ( feed back) if officer of front of desk PT. Indotruck Utama Surabaya as its communicator and so also on the contrary if consumer as communicator. communications process conducted by Officer Of Front of Desk PT. Indotruck Utama also experience of or trouble of noise. The trouble in the form of its minim of knowledge of consumer about machine, and or damage of natural machine it, there also other factor that is clunk coming from place of service which also can bother communications process which underway. Communications conducted by officer of Front of Desk with consumer included in communications of interpersonal. Where communications of interpersonal is direct communications between two people or three insider contiguity of physical where entire/all the five senses can be exploited and it’s feed back immediately seen.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Social and Political Science > Department of Communication Science (70201)
Depositing User: Anggit Aldila
Date Deposited: 21 Jun 2012 03:00
Last Modified: 21 Jun 2012 03:00

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at] - Website : - Online Catalog : - Repository :

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo