Analysis of Interpersonal Communication to Improve Customer Satisfaction at Sate Taichan Mas Herman Pamulang South Tangerang

Abstract

This study analyzes interpersonal communication in relation to customer satisfaction at Sate Taichan Mas Herman, Pamulang, South Tangerang. Using a descriptive qualitative approach, data were collected through observation, in-depth interviews, and documentation involving three employees and one key informant. Data were analyzed through reduction, display, conclusion drawing, source triangulation, and SWOT analysis using IFAS and EFAS matrices. Interview and observation findings indicate that employees generally communicate politely, clearly, and courteously, while practicing patience and responsiveness in handling customer complaints. However, communication barriers include a noisy environment, unclear information delivery, and order errors. The SWOT analysis identified positive customer interactions, employee responsiveness, and internal coordination as strengths, while unclear communication, potential service errors, and environmental noise were identified as weaknesses. These findings suggest that interpersonal communication is an important aspect of service delivery and customer satisfaction. Improvements in communication clarity, employee coordination, and complaint handling may help maintain positive customer experiences.