Komunikasi Interpersonal Customer Service dan Nasabah dalam Meningkatkan Pelayanan di Kantor Bank BNI Cabang Makassar [Interpersonal Communication Customer Service and Customers in Improving Service at the BNI Bank Office, Makassar Branch]

Amal, Andi Ulfaizah
Akbar, Muhammad
Arianto, Arianto

Indonesia Berdaya
Vol 7, No 1 (2026)

Abstract. This study aims to describe the role of interpersonal communication between customer service officers and customers in improving service quality at Bank BNI, Makassar Branch. Specifically, it analyzes the reasons for the importance of interpersonal communication in service delivery, the communication processes between customer service officers and customers, as well as the inhibiting and supporting factors influencing its effectiveness. This research employs a qualitative descriptive approach and was conducted at three locations: BNI Makassar Branch, Arief Rate Sub-Branch, and Pettarani Sub-Branch. Data were collected through observation and in-depth interviews and analyzed descriptively. The results show that: (1) interpersonal communication plays a crucial role in creating quality service through empathetic and solution-oriented interactions that enhance customer trust and comfort; (2) customer service communication is considered effective and polite, with messages conveyed in a friendly and easily understood manner, both directly and through digital service media; and (3) the effectiveness of interpersonal communication is influenced by inhibiting factors such as differences in understanding, customers’ emotional conditions, long queues, and technical system disturbances, while supporting factors include staff friendliness and patience, a comfortable service environment, and clarity of information. Overall, effective interpersonal communication contributes significantly to improving service quality and customer satisfaction in the banking environment. Abstrak. Penelitian ini bertujuan untuk mendeskripsikan peran komunikasi interpersonal antara customer service dan nasabah dalam meningkatkan kualitas pelayanan di Bank BNI Cabang Makassar. Secara khusus, penelitian ini menganalisis alasan pentingnya komunikasi interpersonal dalam pelayanan, proses komunikasi antara customer service dan nasabah, serta faktor penghambat dan pendukung yang memengaruhi efektivitas komunikasi tersebut. Penelitian ini menggunakan pendekatan deskriptif kualitatif dan dilaksanakan di tiga lokasi, yaitu Kantor Cabang BNI Makassar, KCP Arief Rate, dan KCP Pettarani. Data diperoleh melalui observasi dan wawancara mendalam, kemudian dianalisis secara deskriptif. Hasil penelitian menunjukkan bahwa: (1) komunikasi interpersonal berperan signifikan dalam menciptakan pelayanan yang berkualitas melalui interaksi empatik dan solutif yang meningkatkan kepercayaan dan kenyamanan nasabah; (2) komunikasi customer service dinilai efektif dan sopan, dengan penyampaian pesan yang ramah dan mudah dipahami, baik secara langsung maupun melalui media digital; dan (3) efektivitas komunikasi interpersonal dipengaruhi oleh faktor penghambat seperti perbedaan pemahaman, kondisi emosional nasabah, antrean panjang, serta gangguan teknis sistem, sementara faktor pendukung mencakup sikap ramah dan sabar petugas, kenyamanan ruang layanan, dan kejelasan informasi. Secara keseluruhan, komunikasi interpersonal yang efektif terbukti berkontribusi terhadap peningkatan kualitas pelayanan dan kepuasan nasabah di lingkungan perbankan.