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All Journal Jurnal Mantik Jurnal Vokasi Bisnis Net : Jurnal Ekonomi dan Bisnis ABDI SABHA (Jurnal Pengabdian kepada Masyarakat) Jurnal Penelitian Inovatif International Journal of Applied Finance and Business Studies Jurnal Akuntansi, Keuangan dan Perpajakan
Siahaan, Sondang Beatrix
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Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Languange, Linguistic, Communication & Media Public Health Social Sciences

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Journal : jurnal mantik

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Developing a Customer Service Communication Model to Enhance Professional Image: A Case Study of Early-Stage Laundry Business Siahaan, Sondang Beatrix; Simbolon, Novi Handayani; Fatma Dwi Jati; Listya, Khanti
Jurnal Mantik Vol. 9 No. 4 (2026): February: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v9i4.6870

Abstract

While early-stage service business often struggle with brand perception, research on standardized communication frameworks for MSME remains limited. This study develops a customer service communication model designed to bridge the gap between operational service and professional image in early-stage laundry businesses. Utilizing the systematic ADDIE (Analysis, Design, Development, Implementation, and Evaluation) framework, this research employs a comprehensive R&D (research and development) approach to ensure the model is both theoretically sound and practically viable. Grounded in the Osgood-Schramm circular communication theory, this research adopts a a qualitative developmental approach. Through semi-structured interviews, field observation, and data triangulation, this study identifies critical touchpoints in the service communication cycle. The result is a synchronized communication flow and a standardized pocketbook guide tailored for three pivotal interactions: customer drop-off, pick-up, and complaint handling. Beyond its practical utility, this research contributes to service communication literature by operationalizing theoretical models into actionable frameworks for informal business sectors. The findings demonstrate that a structured developmental approach to interpersonal communication serves as a vital catalyst for enhancing service quality and fostering long-term business resilience
Co-Authors Angga Bahri Pratama Devi, Syahrani Dwi Jati, Fatma Franklin Taruyun Hudeardo Sinaga Ira Pane Jazuli, Muhammad Asrin Khanti Listya Marbun, Abri Andry Saresa Novi Handayani Simbolon Nurhaflah Soraya Pasaribu, Ika Mary Rahmadani Rahmadani Roby Hadi Putra Saragi, Jandri Fan HT