Skripsi S1

200501126

MUHAMMAD IKHSAN

In the photography industry, building customer satisfaction is key to success. In some cases, photographers still face challenges in building customer satisfaction, especially when consumers have high expectations and specific requirements. This research examines the interpersonal communication patterns of Ozora Photography's photographers in enhancing consumer satisfaction. The study aims to understand the interpersonal communication patterns utilized by photographers to improve consumer satisfaction. Employing a descriptive qualitative approach, data was collected through interviews and documentation. The theoretical framework applied is the Social Penetration Theory by Irwin Altman and Dalmas Taylor, encompassing the orientation, exploratory affective exchange, affective exchange, and stable exchange stages. The findings indicate that Ozora Photography's photographers implement primary communication patterns in a structured and adaptive manner, starting with warm introductions and casual conversations, delving into consumer preferences, fostering a comfortable atmosphere with positive feedback, and maintaining long-term relationships through professionalism and transparent communication, thereby effectively increasing consumer satisfaction and loyalty.

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