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All Journal Jurnal Indonesia : Manajemen Informatika dan Komunikasi Jurnal Sosial dan Teknologi Jurnal Indonesia Sosial Sains De Facto: Journal of international multidisciplinary sciences
Ainun Ni'Matu Rohmah
Universitas Mulawarman
Religion Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Energy Engineering Environmental Science Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Neuroscience Physics Social Sciences

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Komunikasi Interpersonal Customer Service Lotte Grosir dalam Melayani Pelanggan di Kota Samarinda Pradela Salsabila Sari; Ainun Ni'Matu Rohmah
Jurnal Indonesia : Manajemen Informatika dan Komunikasi Vol. 5 No. 1 (2024): Jurnal Indonesia : Manajemen Informatika dan Komunikasi (JIMIK)
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat (LPPM) AMIK Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jimik.v5i1.434

Abstract

Interpersonal communication plays an important role in a company, one of which is retail, the quality of good interpersonal communication needs to be mastered by customer service because it deals directly with customers, the quality of interpersonal communication is needed to create good service for customers. The purpose of this study was to determine the interpersonal communication process of Lotte Grosir's customer service in serving customers in Samarinda City. The research method used is a qualitative method. Data collection techniques include interviews, observation and documentation. The informants in this study consisted of 3 customer service people, 1 guard manager and 2 customers. The results of this study indicate that there are 6 elements found in the field, namely self-introduction and other individuals from customer service openness to customers and customer service digging into customer backgrounds to reduce uncertainty to customers. Knowing the situation can be seen from the way customer service listens to complaints experienced by customers before providing solutions. Creating and maintaining meaningful relationships is evident in customer service. Providing service to customers in a friendly and courteous manner, not hurting customer feelings, giving trust to customers. Persuasion is seen when customer service provides options for exchanging goods before a refund is made if there is a discrepancy with the customer. Relaxed interactions can be seen from the way customer service makes jokes to customers, but one customer service that lacks initiative tends to wait for customers who ask questions. Helping seen from customer service helps reduce cognitive and behavioral uncertainty in customers in making decisions if customers feel unsure about their choices.
Interpretation of Message and Religious Fanaticism Among Generation Z Galang Nur Insani; Ainun Ni'matu Rohmah; Kadek Dristiana Dwivayani; Nurliah Nurliah
Jurnal Indonesia Sosial Sains Vol. 6 No. 3 (2025): Jurnal Indonesia Sosial Sains
Publisher : CV. Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jiss.v6i3.1648

Abstract

Generation Z, as active users of social media, especially YouTube, has great potential in absorbing and interpreting religious messages. This study aims to analyze how students of the Mulawarman University Center for Islamic Studies interpret religious messages delivered through Ustadz Khalid Basalamah'. s YouTube channel, as well as their relationship with religious fanaticismA qualitative phenomenological approach is used to explore the meaning of messages based on the theorystimulus-organism-response (S-O-R) . Data were collected through in-depth interviews with selected informants using methodpurposive sampling, and supported by observation. The results showed that YouTube acts as the main media for informants to access complete religious studies. At the stimulus stage, individual beliefs and needs influence the meaning of the message. At the stageorganism , informants process messages according to their preferences and form responses that reflect their beliefs. The resulting responses vary from attitude change to fanaticism. Social media is proven to change individuals' religious views, ways of thinking and attitudes. However, a superficial understanding of messages can lead to fanaticism. This research emphasizes the importance of deep understanding in interpreting religious messages, in order to prevent negative impacts such as excessive fanaticism.
Persepsi Anggota Pusdima Unmul Dibalik Keputusan Memboikot Produk Pro Israel Wisda Aprilia Syaka; Kezia Arum Sary; Ainun Ni'matu Rohmah; Kadek Dristiana Dwivayani
Jurnal Sosial Teknologi Vol. 6 No. 2 (2026): Jurnal Sosial dan Teknologi
Publisher : CV. Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jurnalsostech.v6i2.32680

Abstract

Penelitian ini bertujuan untuk memahami persepsi komunikasi anggota Pusat Dakwah Islam Mahasiswa (PUSDIMA) Universitas Mulawarman dalam memutuskan membeli atau tidak membeli produk pro-Israel di tengah gerakan boikot. Fenomena boikot dipandang sebagai bentuk solidaritas kemanusiaan terhadap Palestina dan menjadi isu global yang memengaruhi perilaku konsumsi mahasiswa. Penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik snowball sampling terhadap empat informan aktif PUSDIMA. Data dikumpulkan melalui wawancara mendalam, dokumentasi, dan dianalisis menggunakan model Miles dan Huberman dengan kerangka Theory of Reasoned Action (TRA). Hasil penelitian menunjukkan bahwa persepsi anggota PUSDIMA terbentuk melalui interaksi nilai agama, moral, pengalaman pribadi, dan pengaruh lingkungan sosial. Seluruh informan menunjukkan sikap negatif terhadap produk pro-Israel, didorong motivasi moral dan spiritual, serta diperkuat oleh norma sosial dalam komunitas dakwah kampus. Minat terhadap produk pro-Israel sangat rendah, bahkan cenderung nihil, meskipun secara kualitas dianggap baik. Keputusan untuk memboikot dilakukan secara konsisten dan tidak bersifat emosional sesaat, melainkan hasil pertimbangan etis yang matang. Temuan ini menegaskan bahwa sikap dan norma subjektif berperan penting dalam membentuk niat, yang kemudian diwujudkan dalam perilaku nyata berupa boikot. Penelitian ini memberikan kontribusi pada kajian ilmu komunikasi, khususnya mengenai persepsi komunikasi dalam kaitannya dengan perilaku konsumsi berbasis nilai ideologis dan etis di kalangan mahasiswa Muslim.
EFEKTIVITAS STRATEGI KOMUNIKASI PROGRAM SPADA PRO 2 RRI SAMARINDA DALAM MENINGKATKAN PENDENGAR GEN Z Rani Berliana; Ainun Ni'Matu Rohmah; Silviana Purwanti; Ziya Ibrizah
DE FACTO : Journal Of International Multidisciplinary Science Vol 4 No 01 (2026): DE FACTO : Journal Of International Multidisciplinary Sciences
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/defacto.v4i02.2800

Abstract

SPADA Pro 2 RRI Samarinda is a radio program designed to align radio communication practices with the media consumption habits of Generation Z. This descriptive qualitative study aims to analyze the effectiveness of the SPADA communication strategy and identify the factors that support and hinder its implementation. Research data were collected through in-depth interviews with three informants and analyzed using Cangara’s (2022) communication strategy model and Rogers’ (2003) concept of the change agent. The findings indicate that the SPADA communication strategy was effective during the planning and implementation stages through the use of slang expressions, personal forms of address, and the utilization of interactive Instagram Story features. The role of broadcasters as change agents was also found to reduce the social distance between the institution and its target group. Several challenges were identified, including audience research that relied on intuition rather than independent social mapping, budget-related bureaucratic constraints during the reporting stage, and evaluation practices that focused primarily on responses from loyal listeners. The study also found a mismatch between the program’s formal communication objectives and its casual style of message delivery.
Co-Authors Galang Nur Insani Kadek Dristiana Dwivayani Kezia Arum Sary Nurliah Nurliah Pradela Salsabila Sari Rani Berliana Wisda Aprilia Syaka Ziya Ibrizah