Pengaruh Komunikasi Interpersonal Perusahaan Umum Daerah Air Minum Tirta Kerta Raharja Kabupaten Tangerang Terhadap Kualitas Pelayanan Contact Center

Interpersonal communication plays a very important role in improving the quality of service. Effective communication between customer service and customers, and vice versa, will determine the quality of good service. Good communication will make customers feel valued, heard, and understood, thus increasing customer satisfaction with the quality of service. The purpose of this study was to determine whether there is an influence of interpersonal communication at PERUMDAM TKR Tangerang Regency on the quality of service provided. By understanding the extent of the influence of interpersonal communication, the PERUMDAM TKR party can identify areas that need to be improved or enhanced in their communication with customers. The research method used is a qualitative descriptive approach with a sample of 100 respondents. Data was collected through questionnaires distributed to PERUMDAM TKR Tangerang Regency customers. The measurement scale used is a Likert scale with four answer choices, which allows respondents to provide more real assessments of the questions asked. The results showed that interpersonal communication significantly influenced the quality of service by 50.2%. This means that half of the variance in service quality can be explained by variations in interpersonal communication. The remaining 49.8% is influenced by other variables not studied in this study.