PERSEPSI PELANGGAN PADA KOMUNIKASI KARYAWAN DALAM KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DI RESTORAN (Studi Pada Mie Gacoan Dinoyo)

Interpersonal communication is a crucial factor in the service sector that can influence customers' perceptions of service quality and their satisfaction levels. This study aims to analyze the role of interpersonal communication between employees and customers in enhancing service quality and customer satisfaction in restaurants. The research employs a qualitative approach with a descriptive method, conducting interviews with five dine-in customers. Data analysis uses thematic analysis with source triangulation to ensure data validity. The results indicate that effective verbal and non-verbal interpersonal communication from employees plays a significant role in shaping positive customer perceptions of service quality. The most influential communication factors include the ability to listen to customer complaints, the use of easily understandable language, timeliness in responses, the quality of personal interactions, and employee team coordination. Good communication proves capable of increasing customer satisfaction by making them feel valued, enabling effective problem resolution, and building long-term trust. This study confirms that interpersonal communication not only impacts a single visit experience but also contributes to customer loyalty and sustained relationships. In conclusion, effective interpersonal communication is a strategic investment for improving service quality and creating optimal customer satisfaction in the restaurant industry.