THE IMPACT OF DACOFFE EMPLOYEES' INTERPERSONAL COMMUNICATION ON CUSTOMER SATISFACTION

This research investigates how employee interpersonal communication at DAcoffe influences customersatisfaction. The study intended to investigate the impact of interpersonal communications between DAcoffeemployees and customers on customer satisfaction. This research is quantitative and has utilized the surveymethod in collecting data. A questionnaire with 23 statement items was distributed to 95 randomly selectedDAcoffe customers. This study is based on Social Exchange Theory, Interpersonal Communication Theory, andCustomer Satisfaction Theory. Normality of data distribution, linearity of the relationship between the variables,and hypothesis testing were performed through statistical analysis. The results reveal a significant positiverelationship between effective interpersonal communication and customer satisfaction. The normality test willensure that the data have a normal distribution, and linearity testing is to show that there was a linearrelationship between the variables. Also, from hypothesis testing, it is manifested that interpersonalcommunication significantly influenced customer satisfaction.