Komunikasi Interpersonal Karyawan PT. GMB dalam Menarik Minat Gadai dan Loyalitas Pelanggan

Abstract

Interpersonal communication involves at least two people, where each can act as a source, which is forming and sending messages and also acting as a receiver, which is receiving messages. Interpersonal communication is an important aspect in the company to align the work or understanding of employees with the company's goals in attracting customer interest and loyalty so that company goals can be achieved. This study aims to determine the form and approach of communication by employees in attracting interest in pawning and customer loyalty in the city of Bandung. This research uses phenomenological studies and the theory of emotional intelligence. This research uses qualitative method, the results of this study showed that the form of communication used by employees interpersonally through verbal messages, namely verbally and also in writing, then non-verbal such as appearance and emotional approach by employees of PT. GMB to customers has a positive impact in attracting mortgage interest and customer loyalty.