DRIVERS’ COMMUNICATION PATTERNS TO INCRESE SERVICE QUALITY OF GRAB COMPANY IN BALI

Abstract

The study tries to discuss the communication patterns that occur between Grab drivers and their customers. At Grab Company, drivers play an important role in providing customers with appropriate language expression when interacting face-to-face. The role makes the driver the most prominent corporate image as grab is judged on the driver's communication patterns and services in the field. This study examined and analyzed how the drivers apply the communication patterns and whether this can increase the positive image of the company in a qualitatively descriptive approach. The data collection used in this research were interviews and literature studies. The results of this study showed that the communication pattern that the driver uses to serve the customer is a spiral communication pattern, specifically, a two-way communication pattern and a circular communication pattern. A spiraling pattern of communication occurs when the communicator and communicator are comfortable building a relationship. Circular communication patterns are communication patterns that are carried out alternately, with feedback occurring in the communication process. This study suggests that other researchers are paying more attention to adjusting the conditions between the communicator and the communicator.