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Serving with Heart: How Responsive Empathy and Interpersonal Communication Change Customer Satisfaction in Customer Service of Telecommunication Services?

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Abstract
This study aims to see how responsiveness, empathy, and interpersonal communication impact customer
satisfaction in telecommunication services. This study uses a quantitative approach, using regression analysis to
see how these variables relate. The results show that responsiveness has a positive and significant influence on
customer satisfaction, which means that the level of customer satisfaction will increase along with how quickly
and appropriately a company handles customer complaints and requests. However, empathy and interpersonal
communication do not significantly affect customer satisfaction, indicating that customers prioritize functional
aspects such as the speed and accuracy of responses to complaints. Therefore, telecommunications needs to
improve service responsiveness by utilizing digital technologies such as AI-based chatbots and integrated
information systems. In addition, although empathy and interpersonal communication do not have a direct effect,
it is still important to build good interactions to increase customer loyalty in the long run. Companies.
Keywords: Responsiveness, Empathy, Interpersonal Communication, Customer Satisfaction,
Telecommunication.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

Jurnal/S1/MM/28/MAR/2025

Penerbit

Mojokerto : Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE)., 2025

Deskripsi Fisik

7751-7763

Bahasa

Indonesia

ISBN/ISSN

2621-606X

Klasifikasi

NONE

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 8. No. 3

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE)

Versi lain/terkait

Lampiran Berkas

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