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All Journal Konsensus: Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi
Dian Fathur Nugraha
Universitas Muhammadiyah Bekasi Karawang
Social Sciences

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Peran Komunikasi Interpersonal Barista dalam Membangun Kepuasan Pelanggan di Coffee Shop Nirbana Saestu Bekasi Dian Fathur Nugraha; Hamluddin Hamluddin; Dede Sulaeman
Konsensus : Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi Vol. 3 No. 5 (2026): Oktober : Konsensus : Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/konsensus.v3i5.1918

Abstract

The growth of coffee shops in urban areas has transformed coffee shops from places for product consumption into spaces for social interaction and customer experiences. Amid increasingly intense competition, interpersonal communication between baristas and customers has become an important aspect of creating positive service experiences. This study aims to analyze the role of baristas’ interpersonal communication in building customer satisfaction at Nirbana Saestu Coffee Shop in Bekasi. This study employed a qualitative approach using a case study method. Data were obtained through in-depth interviews with five informants consisting of baristas and customers of Nirbana Saestu Coffee Shop in Bekasi. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, which includes data condensation, data display, and conclusion drawing and verification. The results show that baristas’ interpersonal communication contributes to customer satisfaction through communication style adjustment, personal attention, and friendly and comfortable interactions. Verbal communication is carried out through conversations, product recommendations, and responses to customer needs, while nonverbal communication is demonstrated through attentiveness and the ability to recognize customer preferences. Interpersonal communication is not the only factor contributing to customer satisfaction, but it serves as a supporting element that strengthens the customer experience through a sense of being valued and a closer relationship with the barista.
Co-Authors Dede Sulaeman Hamluddin Hamluddin