Jurnal Ilmiah LISKI (Lingkar Studi Komunikasi)
Vol 4 No 1 (2018): FEBRUARI 2018

KOMUNIKASI NON VERBAL DALAM PELAYANAN PRIMA DI UPTSA (UNIT PELAYANAN TERPADU SATU ATAP) PEMERINTAH KOTA SURABAYA

Maria Magdalena Hadipoero (Universitas Dr. Soetomo Surabaya)
Redi Panuju (Universitas Dr. Soetomo Surabaya)



Article Info

Publish Date
17 Apr 2018

Abstract

In this research, researchers focus on nonverbal communication such as eye contact, expressions, smilling, gesture, posture and gait, sitting, dress, makeup and hair styling, hand shaking, proximity, fragrance and voice and tones. All those elements as costomer guidelines in UPTSA service. Customer satisfaction is needed in every role which means applicants who apply licence in government city of Surabaya can have it on UPTSA at Siola Building Tunjungan streets 1-3, Surabaya. In addition , Excellence Service has two meanings, comprehension of service which related to product knowledge and service with related to good nonverbal communication to accomplish customer satisfaction. This research is describing how nonverbal communication can be affected in service communication in city of Surabaya licencees. Communication reference in this research is interpersonal communication with Qualitative descriptive method and case study by applying Harold Laswell’s theory. More over, the data assessed from employees and applicants interviews. Key Words : Nonverbal Communication, Service Excellence

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Journal Info

Abbrev

liski

Publisher

Subject

Education

Description

The Journal of Communication Studies Peripheries (LISKI) has a philosophy of advancing communication studies through the dissemination of knowledge transferred by the journal. At the beginning of its formation, LISKI was a discussion-group activity initiated by the lecturers of communication studies ...