COMMUNICATION STRATEGY IN HANDLING INDIHOME CUSTOMER COMPLAINTS AT THE TELKOM STO SUKARAMAI OFFICE

Authors

  • Astika Nisa Alfifa
  • Nursapia Harahap

DOI:

https://doi.org/10.30829/jai.v15i3.29590

Keywords:

communication strategy, complaint handling, service quality, customer satisfaction

Abstract

This study aims to analyze the communication strategies of service officers in handling IndiHome customer complaints at the Telkom STO Sukaramai Office and its impact on customer satisfaction. The study used a descriptive qualitative approach with data collection techniques through interviews and observations. Data analysis was carried out through reduction, presentation, and drawing conclusions, with triangulation techniques for validity. The results showed that communication was carried out interpersonally through direct interaction and digital media such as telephone and WhatsApp. Although officers have demonstrated a professional attitude and provided education to customers, communication effectiveness is still not optimal, especially in terms of message clarity and empathetic approach. In addition, service quality has not been consistent in terms of responsiveness and reliability. This condition causes the level of customer satisfaction to be in the fairly satisfied category. Therefore, it is necessary to improve the integration between communication strategies and service quality to improve customer satisfaction.

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Published

2026-05-30

Issue

Vol. 15 No. 3 (2026): ANALYTICA ISLAMICA

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journal Analytica Islamica is published under the terms of the Creative Commons Attribution-ShareAlike 4.0 International License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.