Analysis of Internal Communication Strategy in Improving Customer Service Effectiveness at PT Media Mover

Abstrak

Abstract. This study aims to explore internal communication approaches that can enhance the quality of customer service at PT Media Mover. In an increasingly competitive digital service landscape, effective internal communication becomes a crucial aspect to support the performance of frontline employees and customer satisfaction. The research employs a qualitative method with a case study approach and collects data through in-depth interviews, direct observations, and analysis of internal documents. The findings of the study indicate that effective internal communication at PT Media Mover is characterized by two-way interactions, information transparency, and a combination of formal and informal media. Informal communication, such as using WhatsApp groups, has proven effective in accelerating the resolution of customer complaints and strengthening team solidarity. However, issues such as a lack of consistency in documentation still pose challenges. The results of this study expand the theoretical understanding of organizational communication by emphasizing the importance of flexibility and active employee participation in communication processes. From a practical standpoint, management in service organizations needs to design internal communication systems that can adapt to changes in work dynamics and customer demands. The study also recommends further cross-organizational research and the use of mixed-method approaches to obtain more comprehensive and applicable findings.

Keywords: Internal Communication, Customer Service, Organizational Strategy, Service Effectiveness, Digital Organization