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Analyzing barista interpersonal communication in creating customer satisfaction (case study: brewang coffee bandung)

Nadhirah Sabhi Sabhirah, Henndy Ginting


Abstract. Brewang Coffee Bandung was founded by a group of young people who want to participate in the development and preservation of coffee, especially Indonesian coffee in the form of a medium business that focuses on quality in the process of making, serving and learning coffee. Seen from the relationship between customers and Brewang baristas that occur in the field, Brewang Coffee Bandung customers are satisfied with the style of communication carried out by Brewang baristas. To analyze and research this use qualitative approach research methodology is used in this research to gain information and identify the roles and style of barista communication style. The primary data gathered is from interviewing five baristas and supported by secondary data from interviewing ten loyal customers and one owner. For analysis technique, descriptive analysis is performed. The results of this study indicate that all aspects of communication effectiveness (openness, empathy, supportive attitude, equality) and all aspects of customer satisfaction (whole customer satisfaction, confirmation of hope, repurchase intention, willingness to recommend) are found in barista interpersonal communication in creating customer satisfaction in the Brewang Coffee Bandung. The recommendations for Brewang Coffee Bandung must be more assertive in communicating the rules to the customer even though there are no restrictions between baristas and customers, they should pay more attention to the quality and product variants to increase sales, and maintain all four aspects of communication effectiveness in creating customer satisfaction.


Keywords: Interpersonal Communication, Barista, Coffee Shop, Communication Effectiveness, Customer Satisfaction


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