Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Communicative : Jurnal Komunikasi dan Penyiaran Islam
Immawati Asniar
Muhammadiyah University of Lampung, Indonesia
Religion Education

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
COMMUNICATION PATTERNS OF TERAS OLEH-OLEH NUSANTARA BANDAR LAMPUNG IN REALIZING EXCELLENT SERVICE DURING THE PERIOD OF JANUARY–MARCH 2026 Febriansah Febriansah; Mike Meiranti; Immawati Asniar
Communicative : Jurnal Komunikasi dan Penyiaran Islam Vol. 7 No. 1 (2026): Communicative : Jurnal Komunikasi dan Penyiaran
Publisher : Program Studi Komunikasi dan Penyiaran Islam, Fakultas Dakwah dan Komunikasi, Universitas Islam Bunga Bangsa Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Excellent service has become a decisive factor of competitiveness in the souvenir retail sector as tourist mobility in Bandar Lampung continues to rise. Teras Oleh-Oleh Nusantara positions itself distinctively by offering souvenirs from other regions, yet internal records reveal thirty-one consumer complaints during January–March 2026, concentrated in reliability, responsiveness, and empathy, suggesting weaknesses in how the owner and employees communicate with consumers. This study describes and analyzes the communication patterns applied in delivering excellent service through a qualitative descriptive approach, drawing on in-depth interviews, observation, and documentation involving purposively chosen owner, employees, customers, and resellers, with credibility maintained through triangulation and member checking. Findings show that primary, face-to-face communication and circular, two-way communication dominate daily service interactions, whereas linear, one-way communication surfaces only occasionally in internal miscommunication. Assurance adequately meets consumer expectations, while responsiveness, reliability, and empathy still show gaps during peak hours, pointing toward the need for consistent digital updates and evenly distributed personal attention.
Co-Authors Febriansah Febriansah Mike Meiranti