Published: 2026-10-01
Interpersonal Communication and Customer Satisfaction: Evidence from a Premium Café in Surabaya
DOI: 10.35870/jtik.v10i4.6851
Abstract
The rapid growth of cafes in Surabaya has led to intense competition, making high-quality service and pleasant communication essential. This study examines the effect of employee interpersonal communication on customer satisfaction at Toby’s Estate Pakuwon Mall Surabaya. The population includes all customers who have directly interacted with employees, with a sample of 100 respondents selected through purposive sampling based on age, visit frequency, direct interaction, willingness to participate, and residence. Data were collected using online questionnaires and analyzed with simple linear regression in SPSS. Results indicate that interpersonal communication has a positive and significant effect on customer satisfaction, with a regression coefficient of 0.553, significance value of 0.028, and coefficient of determination of 0.804. Descriptive analysis showed a mean score of 4.335 in the strongly agree category. Findings confirm that interpersonal communication is a key factor in enhancing customer satisfaction in premium cafes.
Keywords
Interpersonal Communication; Customer Satisfaction; Toby’s Estate; Service Industry
Article Information
This article has been peer-reviewed and published in the Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 10 No. 4 (2026)
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Section: Computer & Communication Science
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Published: 2026-10-01
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License: CC BY 4.0
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Copyright: © 2026 Authors
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DOI: 10.35870/jtik.v10i4.6851
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Edson Abrar Rasendria Prabaswara, Universitas Ciputra Surabaya
Communication Studies Program, Faculty of Communication Science and Media Business, Universitas Ciputra Surabaya, Surabaya City, East Java Province, Indonesia.
Hilda Yunita Wono, Universitas Ciputra Surabaya
Communication Studies Program, Faculty of Communication Science and Media Business, Universitas Ciputra Surabaya, Surabaya City, East Java Province, Indonesia.
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