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      "contributors": [
        {
          "name": {
            "family": "Astria",
            "lineage": null,
            "honourific": null,
            "given": "Kadek Kiki"
          }
        }
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        {
          "nim": "22.96.2969",
          "name": {
            "lineage": null,
            "family": "Riadushafan",
            "honourific": null,
            "given": "Bintang"
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      "date": "2026-06-02",
      "abstract": "Penelitian ini bertujuan untuk menganalisis pengaruh komunikasi interpersonal \r\nkaryawan terhadap kepuasan pelanggan pada Percetakan Barmanjaya di Kabupaten\r\nSleman. Dalam konteks pelayanan jasa, interaksi antara karyawan dan pelanggan\r\nmerupakan bagian penting dari proses penyampaian layanan yang dapat\r\nmembentuk persepsi pelanggan terhadap kualitas layanan yang diterima.\r\nKomunikasi interpersonal yang efektif, sebagaimana dikemukakan oleh Joseph A.\r\nDeVito, mencakup aspek keterbukaan, empati, sikap mendukung, sikap positif, dan\r\nkesetaraan yang dapat menciptakan hubungan komunikasi yang harmonis antara\r\nkaryawan dan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif\r\ndengan desain kausalitas. Data dikumpulkan melalui kuesioner terstruktur yang\r\ndisebarkan kepada minimal 100 responden yang merupakan pelanggan Percetakan\r\nBarmanjaya. Variabel independen dalam penelitian ini adalah komunikasi\r\ninterpersonal karyawan yang diukur berdasarkan indikator keterbukaan, empati,\r\nsikap mendukung, sikap positif, dan kesetaraan. Sementara itu, variabel dependen\r\nadalah kepuasan pelanggan yang diukur berdasarkan evaluasi pelanggan terhadap\r\nkinerja layanan dibandingkan dengan harapan, sebagaimana dikemukakan oleh\r\nPhilip Kotler dan Kevin Lane Keller. Hasil penelitian diharapkan menunjukkan\r\nbahwa komunikasi interpersonal karyawan memiliki pengaruh positif dan\r\nsignifikan terhadap kepuasan pelanggan. Temuan ini diharapkan dapat memberikan\r\nkontribusi praktis bagi manajemen Percetakan Barmanjaya dalam meningkatkan\r\nkualitas interaksi pelayanan melalui penyusunan standar operasional prosedur\r\nkomunikasi yang lebih efektif guna meningkatkan kepuasan dan loyalitas\r\npelanggan.",
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      "userid": 12,
      "subjects": [
        "300.300.302"
      ],
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    }