STRATEGI MANAJEMEN KOMUNIKASI DALAM MENINGKATKAN KEPUASAN PELANGGAN DI PDAM TIRTANADI CABANG PADANG BULAN - Wahyu Hamdani; Muhammad Alfikri (JOURNAL OF SCIENCE AND SOCIAL RESEARCH, 2026)
Abstract: This study aims to analyze communication management strategies in improving customer satisfaction at PDAM Tirtanadi Padang Bulan Branch. The research employed a qualitative approach with a descriptive method. Informants were selected using purposive sampling, consisting of customer relations officers. Data were collected through in-depth interviews, observation, and documentation, and analyzed using the Miles and Huberman model, including data reduction, data display, and conclusion drawing. The findings reveal that communication strategies are implemented through structured complaint-handling procedures, the use of communication media such as telephone, social media, and direct services, and improved responsiveness of officers in providing information. Customers perceive that response speed, clarity of information, and communicative attitudes of officers play an important role in shaping service satisfaction. This study concludes that effective communication management contributes to improving service quality and customer satisfaction.  Keywords: Communication Management, Public Service, Customer Satisfaction, PDAM.   Abstrak: Penelitian ini bertujuan menganalisis strategi manajemen komunikasi dalam meningkatkan kepuasan pelanggan pada PDAM Tirtanadi Cabang Padang Bulan. Penelitian menggunakan pendekatan kualitatif dengan metode deskriptif. Informan dipilih melalui purposive sampling yang terdiri dari petugas hubungan pelanggan. Data dikumpulkan melalui wawancara mendalam, observasi, dan dokumentasi, kemudian dianalisis menggunakan model Miles dan Huberman melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa strategi komunikasi dilakukan melalui prosedur penanganan keluhan yang terstruktur, pemanfaatan media komunikasi seperti telepon, media sosial, dan layanan langsung, serta peningkatan responsivitas petugas dalam memberikan informasi. Pelanggan menilai bahwa kecepatan tanggapan, kejelasan informasi, dan sikap komunikatif petugas berperan penting dalam membentuk kepuasan terhadap layanan. Penelitian ini menyimpulkan bahwa penerapan manajemen komunikasi yang efektif mampu meningkatkan kualitas pelayanan dan kepuasan pelanggan.  Kata Kunci: Manajemen Komunikasi, Pelayanan Publik, Kepuasan Pelanggan, PDAM.