Prayoga, Sigit (2026) Analisis Pola Komunikasi antar Teller dan Nasabah BRI Cabang Tanjung Perak Surabaya dalam Meningkatkan Kualitas Pelayanan. (Analysis of Communication Patterns between Tellers and Customers of BRI Tanjung Perak Surabaya Branch in Improving Service Quality). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to analyze the communication patterns between tellers and customers at PT. Bank Rakyat Indonesia (Persero) Tbk, Tanjung Perak Branch, Surabaya, in the service process. This research focuses on the forms of communication patterns that occur in service interactions, the dominant communication patterns used, the effectiveness of communication in supporting service quality, and the implications of the single-teller system on the dynamics of interpersonal communication. This study employs a qualitative approach using in-depth interviews, direct observation in the teller service area, and supporting documentation. Data analysis was conducted through data reduction, categorization, and thematic interpretation, referring to DeVito’s interpersonal communication pattern theory, which classifies communication into primary, secondary, linear, and circular patterns. The results indicate that the communication patterns observed are a combination of primary communication (face-to-face interaction), secondary communication (through computer systems and transaction documents), as well as linear and circular patterns within the interaction process. The most dominant pattern is the circular (two-way) communication pattern, which is reflected in the reconfirmation process and the opportunity given to customers to ask questions before transactions are completed. This pattern plays an important role in enhancing clarity of information, minimizing transaction errors, and building customer satisfaction and trust. However, during long queues caused by the single-teller system, communication tends to become more concise and procedural, thereby limiting the depth of interpersonal interaction. Thus, teller service communication patterns are adaptive and influenced by operational factors and organizational structure.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Communication Patterns, Interpersonal Communication, Teller and Customer, Banking Services. |
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi |
| Depositing User: | 1152200416 Sigit Prayoga |
| Date Deposited: | 28 Aug 2026 04:21 |
| Last Modified: | 28 Aug 2026 04:21 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/46211 |
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