CD Skripsi

Kompetensi Komunikasi Frontliner Dalam Melayani Dan Memberikan Informasi Kepada Pelanggan PT.PLN (PERSERO) Rayon Panam Pekanbar

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Frontliners' communication competence is very important in serving and giving information to customers of PT. PLN (Persero) branch Panam. Communication competence helps frontliners to build a good relationship with customers. The purpose of this research is to find out the effectiveness of frontliners' communication in serving serving and giving information to the customers of PT PLN (Persero) branch Panam Pekanbaru.
Writer used iLASSwell theory and Seiler model. This is a quantitative research. There are 11 informants, 6 of them are frontliners taken by purposive technique and 5 others are customers taken by accidental. Data collection technique are observation, interview, and documentation. Data analysis technique consist of data reduction, summary making, and verification.
Result says that frontliners communication in serving and gconditionmation to the customers is less effective, because they can not be a good communicators with a good credibility. Those factors make them unable to deliver messages and information directly or not (through media). Factors that influence frontliners communication are: reliability, supportive attitude and openness. Reliability factor is the lack of truths with what frontliners said, supportive attitude is that PLN is not supportive. While openness factor is already in a good condition.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

01 06.115 (0097)

Penerbit

Pekanbaru : Universitas Riau - FISIP - Ilmu Komunikasi., 2015

Deskripsi Fisik

ix, 96 hlm.;ill.; 29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

01 06.115 (0097)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ILMU KOMUNIKASI

Info Detail Spesifik

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Pernyataan Tanggungjawab

Dewa

Versi lain/terkait

Lampiran Berkas

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