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All Journal Ad-DA’WAH: Dakwah dan Komunikasi Islam Indonesian Journal of Social Development Jurnal Pendidikan Islam Jurnal Teknologi Pendidikan Journal of Innovative and Creativity KIRANA : Social Science Journal Journal of Media and Communication Jurnal Pendidikan Bahasa dan Sastra Indonesia
Hertimi, Sri
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Religion Humanities Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : Journal of Media and Communication

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Analisis Layanan Komunikasi Antara Customer Service Dan Driver Gojek (Studi Pada Kantor Gojek Cabang Palembang) Hamandia, Muhammad Randicha; Hertimi, Sri; Alfitho, Varhan
Journal of Media and Communication | E-ISSN : 3063-9581 Vol. 2 No. 2 (2025): Oktober - Desember
Publisher : GLOBAL SCIENTS PUBLISHER

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Abstract

This study aims to analyze the communication service between Customer Service (CS) and Gojek drivers at the Gojek branch office in Palembang. The research employs a qualitative descriptive approach using observation, interviews, and documentation involving CS officers, office coordinators, field task forces, and partner drivers. The findings reveal that communication between CS and drivers is effective and fosters a positive working relationship. Through the narrative analysis approach, the interaction reflects an exchange of information that is both technical and emotional. The communication convergence theory shows that CS adapts their language style and communication attitude to be closer to drivers, while the excellent service theory demonstrates politeness, empathy, and responsiveness in handling complaints. The integration of these three perspectives creates humanistic, professional, and solution-oriented communication, enhancing driver satisfaction and loyalty toward the company.
Co-Authors Abdur Razzaq, Abdur Aisyah, Rani Alfitho, Varhan Assoburu, Selvia Eni Murdiati Hamandia, Muhammad Hamandia, Muhammad Randicha Marizka, Refi Miranti Miranti Muhammad Fitri, Muhammad Muslimin Muslimin Nuraida Nuraida Putri, Okta Monica Rais, Wirdiyan SAKINAH, PUTRI Saputra, Anugrah Umariani, Afriyanti Usman, Abdul Hanif