Peran Komunikasi Verbal dan Nonverbal dalam Kualitas Layanan Publik
DOI:
https://doi.org/10.36090/jipe.v6i1.1428Kata Kunci:
Pelayanan publik, Komunikasi verbal, Komunikasi nonverbalAbstrak
Penelitian ini bertujuan untuk menginvestigasi pengaruh komunikasi verbal, nonverbal, dan gaya bahasa dalam konteks layanan publik terhadap persepsi dan respons masyarakat di Indonesia. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan teknik wawancara mendalam terhadap berbagai responden yang mewakili beragam latar belakang dan pengalaman. Temuan penelitian menunjukkan bahwa tingkat klaritas komunikasi verbal dan nonverbal serta pemilihan gaya bahasa yang tepat sangat mempengaruhi pemahaman dan interaksi antara pelayan publik dan masyarakat, dengan efek signifikan terhadap kepuasan dan partisipasi masyarakat dalam layanan publik. Kata kunci: komunikasi verbal, komunikasi nonverbal, gaya bahasa.
Referensi
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Habi Rahman Kamel, & Sofyan, A. (2022). Hubungan Komunikasi Pelayanan Publik dengan Kepuasan Nasabah. Bandung Conference Series: Communication Management, 2(1). https://doi.org/10.29313/bcscm.v2i1.1627
Harrison, J., & Wessels, B. (2005). A new public service communication environment? Public service broadcasting values in the reconfiguring media. In New Media and Society (Vol. 7, Issue 6). https://doi.org/10.1177/1461444805058172
Ibrahim, N. A. N., Abdul Rani, N. S., Jamri, M. H., Bakar, M. H., Abdul Wahab, S., Mahbob, M. H., & Kahar, N. (2022). The Importance of Non-Verbal Communication in Organizations. International Journal of Academic Research in Business and Social Sciences, 12(6). https://doi.org/10.6007/ijarbss/v12-i6/13901
Krøtel, S. M. L. (2021). Digital Communication of Public Service Information and its Effect on Citizens’ Perception of Received Information. International Journal of Public Administration, 44(2). https://doi.org/10.1080/01900692.2019.1672182
Munawaroh, M., & Zelfia, Z. (2022). Optimization of communication in public service units and publications of the South Sulawesi Cultural Heritage Preservation Center in the digital era. RESPON JURNAL ILMIAH MAHASISWA ILMU KOMUNIKASI, 3(3). https://doi.org/10.33096/respon.v3i3.90
Mustaffa, F., Mahbob, M. H., & Mahmud, W. A. W. (2022). Communication Strategy in Public Organizations in Malaysia. Journal of Management Scholarship, 1(1). https://doi.org/10.38198/jms/1.1.2022.9
Nurdin, N. H. (2019). Optimalisasi Pelayanan Publik Dalam Perspektif New Publick Service Pada Badan Pendapatan Daerah Kota Makassar. Jurnal Ilmiah Pranata Edu, 1(1), 01–13. https://doi.org/10.36090/jipe.v1i1.188
Pratiwi, P. A. A. S. (2022). Translating and Interpreting in Intercultural Communication: A Study of Public Service Translators and Interpreters in Japan. English Education:Journal of English Teaching and Research, 7(2). https://doi.org/10.29407/jetar.v7i2.18358
Rivai, A. M., Baharuddin, A., Syarifuddin, Seppa, Y. I., & Yusri. (2022). The Effect of Communication Skills of Civil Servant in Public Service on Community Satisfaction. SHS Web of Conferences, 149. https://doi.org/10.1051/shsconf/202214903029
Wijaya, T. (2022). A Bibliometric Study of Social Media as a e-Government Public Services. SAR Journal - Science and Research. https://doi.org/10.18421/sar52-02
