ANALISIS STRATEGI KOMUNIKASI PERSUASIF DALAM PELAYANAN NASABAH PT. PERMODALAN NASIONAL MADANI PERSERO DI KABUPATEN PONOROGO

ABSTRACT

The thesis is entitled Analysis of Persuasive Communication Strategies in Customer Service of PT Permodalan Nasional Madani Persero in Ponorogo Regency. The aims of this study are (1) to find out how persuasive communication strategies are used by employees to PNM customers in Ponorogo Regency, (2) to find out how to communicate with ordinary people about PNM in Ponorogo Regency. This study uses qualitative data analysis methods. Informants in this study amounted to 5 people. The five informants consist of 2 informants from PNM in Ponorogo Regency and 3 informants who are customers of PNM in Ponorogo Regency and 3 informants who are customers of PNM in Ponorogo Regency, where 2 of them are customers with disabilities. The results showed that the communication strategy used in general by PNM in Ponorogo Regency was verbal and non verbal communication. The persuasive communications strategy used by PNM in Ponorogo Regency is by using the media. While the persuasive communication strategy used for customers with speech impaired persons is to make other efforts, such as when delivering information, PNM will speak slowly, coupled with supporting movements and eye contact, and repeating the information conveyed. (2) The way to communicate with the general public about PNM is by approaching and educating.
Keywords : Persuasive Communication, Services, Disability, Strategy, Communication