An Analysis of Service Communication by Sellers at INABA Canteen

Abstract

Communication is a important aspect activities because it plays a role in delivering information and building good relationships between sellers and customers. This study aims to analyze the service communication used by sellers in serving student cudtomers at the Universitas Indonesia Membangun ( INABA) canteen. This research employed a qualitative method with a descriptive approach. Data were collected through interviews and documentation involving two canteen sellers as research informants. The findings show that service communication is carried out through both verbal and nonverbal communication. Verbal communication is used to provide information regarding menus, prices, and product availability to customers, while nonverbal communication is demonstrated through smiles, greetings, politeness, and patience in serving customers. The study also found several communication barriers, including noisy canteen conditions, customers speaking too softly or too quickly, and misunderstandings in receiving customer orders. To overcome these barriers, sellers reconfirm orders, apologize when mistakes occur, provide explanations, and immediately correct or replace inappropriate orders. The results indicate that effective service communication can enhance customer comport, reduce misunderstandings, and support the delivery of better service quality for students as customers at the Universitas Indonesia Membangun (INABA) canteen.