{
      "date": "2026-02-24",
      "lastmod": "2026-09-17 03:25:11",
      "abstract": "Komunikasi interpersonal yang berlangsung antara driver dan pengguna\r\npada layanan transportasi daring GrabCar memiliki peranan penting dalam\r\nmembentuk kualitas pengalaman serta tingkat kepuasan pengguna. Walaupun\r\nproses pemesanan dilakukan melalui aplikasi berbasis digital, interaksi langsung\r\nselama perjalanan tetap menjadi unsur utama dalam penilaian layanan. Yogyakarta\r\nsebagai kota yang memiliki karakter masyarakat ramah dan terbuka menjadi lokasi\r\nyang relevan untuk mengkaji praktik komunikasi interpersonal dalam layanan\r\nGrabCar. Penelitian ini bertujuan untuk mengkaji bagaimana komunikasi \r\ninterpersonal yang dilakukan oleh Driver GrabCar dapat berkontribusi dalam \r\nmenciptakan kepuasan pengguna di Yogyakarta. Penelitian ini menggunakan\r\npendekatan kualitatif deskriptif dengan paradigma konstruktivisme dan metode\r\nstudi kasus. Pengumpulan data dilakukan melalui wawancara mendalam dan\r\nobservasi terhadap driver GrabCar serta pengguna layanan. Data yang diperoleh\r\ndianalisis melalui proses reduksi data, penyajian data, dan penarikan kesimpulan\r\nuntuk memperoleh pemahaman yang mendalam mengenai pola komunikasi\r\ninterpersonal selama perjalanan. Temuan penelitian menunjukkan bahwa\r\nkomunikasi interpersonal driver GrabCar yang ditunjukkan, ditunjukkan melalui\r\nsikap ramah, empati, keterbukaan, serta kemampuan menyesuaikan cara\r\nberkomunikasi dengan karakter pengguna berpengaruh positif terhadap kepuasan\r\npengguna. Komunikasi verbal dan nonverbal yang dilakukan secara tepat mampu\r\nmenciptakan suasana perjalanan yang nyaman, aman, dan menyenangkan.\r\nPenelitian ini diharapkan dapat memperkaya kajian komunikasi interpersonal dalam\r\nkonteks layanan transportasi daring serta menjadi bahan pertimbangan bagi\r\nperusahaan Grab dan driver dalam meningkatkan kualitas pelayanan.",
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            "given": "Melinda Kusuma"
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      "title": "KOMUNIKASI INTERPERSONAL DRIVER GRAB CAR \r\nDALAM MEWUJUDKAN KEPUASAN PENGGUNA \r\nDI YOGYAKARTA",
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