Komunikasi Interpersonal Petugas Lapangan Sebagai Upaya Peningkatan Kinerja Dan Kepuasan Pelanggan

Abstract

This research are dedicate for describing and analyzing interpersonal communication between field officer PT Bintang Lombok Utama and PLN ULP Rayon Ampenan customers at satisfaction level in order to be better and not repeat the same mistakes, object from this research is dedicated for field officer to solve the electricity problem that experienced by customers to improve field officer mitra PLN performance that is PT Bintang Lombok Utama ULP Rayon Ampenan in order the relationship between functionary and customer can stay maintained. the method that use  in this research is qualitative descriptive method, and collect the data with observation method, interview, and documentation, the resources in this research taking by purposive sampling, the result of this research is discuss about interpersonal communication field officer as an effort improvement the performance and customer satisfaction in order able to state there are good improvement of officer field PT Bintang Lombok Utama performance in ULP Rayon Ampenan. a. customer satisfaction in positive role in order able to state the performance of field officer PT Bintang Lombok Utama has good improvement and existence need for more increased. b. in solve the customer problem, the field officer PT Bintang Lombok Utama often founding several constraint, such as the time of customer that restricted, the language that use in communication, electronic media and application that use by customer. c. the implication from interpersonal communication the field officer PT Bintang Lombok Utama and customer PLN ULP Ampenan is informed the work partner of PLN that is PT Bintang Lombok Utama in the society and to know the satisfaction level of customer at the performance of field officer partner PLN from PT Bintang Lombok Utama and informed the innovation that has develop by PLN which is PLN mobile to PLN ULP Rayon Ampenan customer. Research recommendations is all of partner PLN to implement interpersonal communication of customer able to improve in order the satisfaction level of customer has significant improvement.