Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Gema Kampus IISIP YAPIS Biak
Augustini, Augustini
Unknown Affiliation
Humanities Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
DOWNWARD VERTICAL COMMUNICATION IN IMPROVING SERVICE QUALITY AT WISMA BHIMA CAKTI KOPO Yusuf, Ivan Maulana; Augustini, Augustini; Ruhimat, Ruhimat
Gema Kampus IISIP YAPIS Biak Vol 20 No 1 (2025): "Gema Kampus" IISIP YAPIS Biak
Publisher : IISIP YAPIS BIak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52049/gemakampus.v20i1.457

Abstract

Abstract This study aims to analyze the vertical communication between leaders and employees and its impact on the quality of service at Wisma Bhima Cakti Kopo. A qualitative approach is used through in-depth interviews with key informants and supporters. Based on the theory of vertical communication, the results of the study show that downward communication has a more significant influence on employee readiness in carrying out tasks, through work instructions, task explanations, regulatory notices, and work motivation. Meanwhile, upward communication functions as a feedback tool, although its effectiveness is still limited. These two types of communication complement each other and affect service quality indicators, such as reliability, competence, accessibility, communication, and security. To improve the quality of service, improvements are needed in the delivery of more structured downward communication and more responsive and transparent upward communication. The combination of the two can create a productive work environment and increase guest satisfaction.
Co-Authors Ruhimat, Ruhimat Yusuf, Ivan Maulana