Cikeni Maretafuri

Komunikasi Interpersonal Pramugari Dalam Membangun Kepercayaan Penumpang Di Maskapai Pelita Air

Introduction

Komunikasi interpersonal pramugari dalam membangun kepercayaan penumpang di maskapai pelita air. Pelajari strategi komunikasi interpersonal pramugari Pelita Air dalam membangun kepercayaan penumpang. Temukan faktor pendukung & penghambat komunikasi empatik demi layanan penerbangan humanis & profesional.

Abstract

Dalam industri penerbangan modern, pramugari memiliki peran strategis dalam membangun citra dan kepercayaan penumpang melalui komunikasi interpersonal yang empatik dan profesional. Penelitian ini bertujuan untuk mendeskripsikan bentuk serta strategi komunikasi interpersonal pramugari dalam membangun kepercayaan penumpang di maskapai Pelita Air, serta mengidentifikasi faktor-faktor yang mendukung dan menghambat efektivitas komunikasi tersebut. Penelitian ini menggunakan metode kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan dokumentasi terhadap lima pramugari aktif. Hasil penelitian menunjukkan bahwa komunikasi interpersonal pramugari mencakup perpaduan antara komunikasi verbal dan nonverbal yang berlandaskan empati, keterbukaan, dan ketulusan. Faktor pendukung utama meliputi kemampuan empati, pelatihan komunikasi rutin, serta dukungan tim kerja yang solid. Adapun hambatan yang dihadapi antara lain tekanan waktu, kondisi emosional penumpang, dan kebijakan perusahaan yang membatasi improvisasi komunikasi. Penelitian ini menyarankan agar maskapai memperkuat pelatihan berbasis empati dan memberi ruang fleksibilitas dalam komunikasi agar tercipta hubungan layanan yang lebih humanis dan berkelanjutan.

Review

This paper addresses a highly pertinent topic: the pivotal role of flight attendant interpersonal communication in fostering passenger trust within the contemporary aviation sector, specifically at Pelita Air. The research aims to comprehensively describe the forms and strategies of such communication, while also identifying the myriad factors that either facilitate or impede its effectiveness. The focus on empathy, professionalism, and building passenger confidence underscores the critical human element often overlooked amidst the technical complexities of air travel, making this study timely and relevant to both academic discourse and industry practice. Utilizing a qualitative descriptive approach, the study gathered data through observation, in-depth interviews, and documentation involving five active flight attendants. This methodology provides a rich, albeit concentrated, insight into their lived experiences. The findings highlight that effective interpersonal communication is a nuanced blend of verbal and nonverbal cues, deeply rooted in empathy, openness, and sincerity. Key enablers identified include the inherent empathetic abilities of the crew, consistent communication training, and a robust team support system. Conversely, significant impediments identified include the inherent time constraints of flight operations, managing diverse passenger emotional states, and organizational policies that may restrict spontaneous communicative adaptations. The insights gleaned from this research offer valuable practical implications for airline management. The recommendation to strengthen empathy-based training and afford flight attendants greater flexibility in their communication strategies is well-supported by the identified factors. Such an approach promises to cultivate more human-centric and enduring service relationships, potentially enhancing overall passenger satisfaction and loyalty. While the qualitative design and small sample size offer depth into individual experiences, future research could benefit from a broader participant base or even incorporating passenger perspectives to provide a more holistic understanding of the communication dynamic. Nevertheless, this study makes a solid contribution by systematically dissecting a crucial aspect of airline service quality.

Full Text

Comments

You need to be logged in to post a comment.