Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Hulondalo Jurnal Ilmu Pemerintahan dan Ilmu komunikasi (JIPIK)
Callysta, Ghavira Desfi
Unknown Affiliation
Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Library & Information Science Public Health Social Sciences

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

Found 1 Documents
Search

 1 
Communication Patterns of Silverbird Taxi Drivers in Providing Services to Passengers Callysta, Ghavira Desfi; Mirawati, Ira; Nurfadila, Frila
Hulondalo Jurnal Ilmu Pemerintahan dan Ilmu Komunikasi Vol 4 No 2 (2025): Juli - Desember 2025
Publisher : Fakultas Ilmu Sosial dan Ilmu Poliitik Universitas Ichsan Gorontalo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59713/jipik.v4i2.1295

Abstract

This study analyzes the communication patterns of Silverbird drivers in providing services to passengers, focusing on the application of the 5S Standard (Salam, Sapa, Senyum, Sopan, Selamat) and reward and punishment-based performance evaluation. Using a qualitative approach and case study method, data was collected through interviews, observations, and literature review of drivers in the Ciputat Pool. The results showed that communication is structured in three stages: pre-trip (route confirmation and luggage assistance), on-trip (passenger-initiated interaction), and post-trip (contact exchange for loyalty). The 5S standard is key in ensuring ethical communication, while rigorous evaluation covers four aspects: service, accidents, working days, and tenure bonus. Critical findings highlighted that 70% of passenger complaints were related to SOP violations, especially fleet cleanliness and driver appearance. Reward systems such as “Dedicated Car” cars for high-performing drivers and punishment (relegation to Bluebird Taxi) are effective in maintaining a premium image. Key barriers include language differences (particularly Mandarin) and passive feedback from passengers. The research recommends the development of intercultural communication training, integration of real-time feedback through the MyBluebird app, and transparency in coach evaluation. Academic implications emphasize the need for further studies on the impact of nonverbal communication (fleet cleanliness, appearance) on customer loyalty and perception of foreign passengers.
Co-Authors Ira Mirawati Nurfadila, Frila