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All Journal Jurnal Studi Komunikasi JPPUMA: Jurnal Ilmu Pemerintahan dan Sosial Politik Universitas Medan Area Nyimak: Journal of Communication
Ilham Ramdana
Universitas Muhammadiyah Tangerang
Arts Humanities Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Pengelolaan Kesan Verbal dan Nonverbal Customer Service Rismiatun Rismiatun; Umaimah Wahid; Ilham Ramdana
Nyimak: Journal of Communication Vol 4, No 1 (2020): Nyimak: Journal of Communication
Publisher : Faculty of Social and Political Science, Universitas Muhammadiyah Tangerang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (41.998 KB) | DOI: 10.31000/nyimak.v4i1.2214

Abstract

Pengelolaan kesan menjadi hal yang krusial bagi customer service. Sebagai ujung tombak perusahaan, customer service senantiasa ada di garda terdepan dalam berinteraksi dengan pelanggan dan dituntut mampu memberi pelayanan terbaik pada pelanggan. Penelitian ini hendak mengetahui bagaimana pengelolaan kesan verbal dan nonverbal customer service Universitas Budi Luhur. Melibatkan empat informan, penelitian menggunakan paradigma konstruktivisme dengan pendekatan deskriptif-kualitatif. Data penelitian diperoleh melalui wawancara, studi dokumentasi, dan observasi. Hasil penelitian menunjukkan pengelolaan kesan di panggung depan bertujuan untuk memperoleh kesan positif sewaktu berinteraksi dengan pelanggan. Pengelolaan kesan ini dilakukan melalui penggunaan pesan verbal dan nonverbal, di mana keduanya dapat saling memperkuat satu sama lain.Kata Kunci: Dramaturgi, pesan verbal, pesan nonverbal, customer service ABSTRACTImpression management is crucial for customer service. As the spearhead of company, customer service is always at the forefront in interacting with customers and is demanded to be able to provide the best service to customers. This study wanted to find out how to manage verbal and nonverbal customer service at Budi Luhur University. Involving four informants, the research uses a constructivism paradigm with a descriptive-qualitative approach. Research data obtained through interviews, documentation, and observations. The results showed that the management of impressions on the front stage aims to obtain positive impressions when interacting with customers. This impression management is done through the use of verbal and nonverbal messages, where both can reinforce one another. Keywords: Dramaturgy, verbal messages, nonverbal messages, customer service
Implementing Islamic concept on CSR program of Pertamina in Yogyakarta Adhianty Nurjanah; Nano Prawoto; Ilham Ramdana
Jurnal Studi Komunikasi Vol. 7 No. 3 (2023)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v7i3.6872

Abstract

This research focuses on discussing how the role of Public Relations PT. Pertamina builds reputation through SMEPP program CSR activities for Joglo Ayu Tenan MSMEs and analysed with an Islamic perspective. The research approach used is qualitative descriptive with case study research methods. Data collection techniques are carried out through in-depth interviews, literature reviews, and document studies. The results showed that PT Pertamina's PR in the implementation of CSR has carried out the value of Islamic perspective and is in accordance with the three elements of CSR implementation, namely accountability, sustainability, and transparency. As for after being studied based on an Islamic perspective, PT Pertamina's CSR implementation has carried out Islamic values, including Al-Adl shown that the beneficiaries of the CSR program are carried out fairly to the beneficiary MSMEs and do not discriminate, Al-Ihsan is realised that the SMEPP CSR Program for Joglo Ayu Tenan MSMEs is the company's concrete contribution in this case to help MSMEs by doing good, from the capital process without usury, coaching, to organising exhibitions to increase MSME sales. The value of benefits by providing coaching and training that focuses on empowerment for national economic recovery, as well as the Amanah element which is realised that the Joglo Ayu Tenan CSR Program is an implementation of the mandate of Law Number 40 of 2007 concerning Limited Liability Companies, then derived in Government Regulation No. 47 of 2012 concerning Corporate Social Responsibility (CSR) and Islamic practices.
The meaning of Ancol's new logo: semiotic analysis of Charles Sanders Peirce Abdul Basit; Prisca Amandha Oktavia; Rahmi Winangsih; Fitria Santi; Ilham Ramdana
Jurnal Studi Komunikasi Vol. 8 No. 1 (2024)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v8i1.7939

Abstract

Abstract In the first half of 2022, Ancol is rebranding by releasing a new logo. This study uses a qualitative descriptive method with Charles Sanders Peirce's Semiotic Analysis, specifically applying Peirce's Second Trichotomy Theory of Triangle Meaning. Data collection techniques through documentation, literature study, and face-to-face and online interviews via Zoom. The results of this study indicate that the meaning of the message that Ancol wants to convey through its new logo from the visualisation displayed is a depiction of the Ancol parent brand, which presents beach tourism as its main tour and various educational, entertainment and recreational tours with underwater themes as Ancol's sub-brand tourism. The use of ocean blue in the logo represents the tourism identity that Ancol's parent brand presents, namely navy blue for Ancol beach tourism. The “Ancol” typography on the new logo is made with the MVB grenadine font which represents Ancol's vision, especially the letters “C” and “O'' which became an integrated unit like Ancol's vision– to evolve into the most expansive and integrated property development company in Southeast Asia.
Analisis Efektivitas Platform Digital Pariwisata dalam Meningkatkan Keterlibatan UMKM Lokal di Era Pemerintahan Digital di Kota Tangerang Ilham Ramdana; Megi Primagara; Toddy Aditya; Sukma Aditya Ramadhan
JPPUMA: Jurnal Ilmu Pemerintahan dan Sosial Politik UMA (Journal of Governance and Political UMA) Vol. 14 No. 1 (2026): JPPUMA: Jurnal Ilmu Pemerintahan dan Sosial Politik UMA (Journal of Governance
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jppuma.v14i1.15893

Abstract

This study analyzes the effectiveness of digital platforms in increasing the involvement of local MSMEs in the tourism sector in Tangerang City in the era of digital government. Digital transformation plays a crucial role in accelerating the adoption of technology, and the tourism sector is one of the most benefited. However, the involvement of MSMEs in digital platforms is still limited and unevenly distributed. This study adopts Technology Readiness Theory (TRT), Theory of Planned Behavior (TPB), and Digital Engagement Theory (DET) to identify factors that affect the involvement of MSMEs in digital platforms. The research method used is a quantitative approach with Structural Equation Modeling (SEM) techniques using SmartPLS software. The results show that both theories, TRT and TPB, have a positive effect on Digital Engagement, but TRT has a greater influence than TPB. The dimensions of optimism and innovativeness in TRT significantly encourage the adoption of digital technology (p < 0.05), while attitude, subjective norms, and perceived behavioral control in TPB influence the intentions and behaviors of technology adoption. In contrast, discomfort and insecurity show no significant effect. Unlike previous research that focused on general MSMEs, this study highlights tourism-oriented MSMEs operating in urban environments. This research provides important recommendations for policies that support the digitalization of MSMEs in the tourism sector, with a focus on digital literacy training, increasing trust in digital platforms, and simplifying the technology adoption process.
Co-Authors Adhianty Nurjanah Basit, Abdul FITRIA SANTI Megi Primagara Nano Prawoto Prisca Amandha Oktavia Rahmi Winangsih Rismiatun Rismiatun Sukma Aditya Ramadhan Toddy Aditya Umaimah Wahid