Gaya Komunikasi Pimpinan dalam Membentuk Kualitas Pelayanan pada Perusahaan Audio Visual: Studi Kasus di PT. Indovisual Presentatama Surabaya

I Gede Semuel Sudarta; Sanhari Prawiradiredja; Yenny Yenny

doi:10.55681/armada.v4i7.3179

Authors

I Gede Semuel Sudarta Fakultas Ilmu Komunikasi, Universitas Dr. Soetomo Surabaya, Indonesia
Sanhari Prawiradiredja Fakultas Ilmu Komunikasi, Universitas Dr. Soetomo Surabaya, Indonesia
Yenny Fakultas Ilmu Komunikasi, Universitas Dr. Soetomo Surabaya, Indonesia

DOI:

https://doi.org/10.55681/armada.v4i7.3179

Keywords:

Gaya Komunikasi Pimpinan, Komunikasi Organisasi, Koordinasi Lintas Divisi, Kualitas Pelayanan, SERVQUAL

Abstract

Keberhasilan perusahaan audio visual berbasis proyek dipengaruhi oleh efektivitas komunikasi pimpinan dalam mengoordinasikan berbagai divisi dan menjaga kualitas pelayanan. Penelitian ini bertujuan menganalisis implementasi gaya komunikasi pimpinan dalam membangun koordinasi lintas divisi serta kontribusinya terhadap kualitas pelayanan di PT Indovisual Presentatama Surabaya. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus. Data dikumpulkan melalui wawancara mendalam, observasi, dan dokumentasi, kemudian dianalisis menggunakan model interaktif Miles, Huberman, dan Saldaña. Hasil penelitian menunjukkan bahwa pimpinan menerapkan gaya komunikasi adaptif melalui briefing, rapat koordinasi, WhatsApp, email, dan telepon sesuai karakteristik serta urgensi proyek. Strategi tersebut memperkuat penyelarasan informasi, mempercepat pengambilan keputusan, dan mendukung penyelesaian masalah secara kolaboratif. Meskipun terdapat hambatan berupa perubahan kebutuhan pelanggan, ketidaklengkapan informasi teknis, dan ambiguitas komunikasi digital, pendekatan adaptif mampu meminimalkan dampaknya. Gaya komunikasi pimpinan juga meningkatkan kualitas pelayanan pada dimensi reliability, responsiveness, assurance, empathy, dan tangibles, serta memperkaya kajian komunikasi organisasi melalui integrasi Communicator Style Theory dan SERVQUAL.

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