Improving the Quality of Waiters’ Service through Interpersonal

Abstract

This study examines the role of interpersonal communication in improving waiters’ service quality to maintain customer satisfaction at Pizza Hut Harapan Indah. A descriptive qualitative method was employed through interviews, observations, and documentation. The findings reveal that waiters effectively apply both verbal and nonverbal 
communication, supported by training, work experience, and strong motivation. The main challenges include high customer volume and diverse customer characteristics. In conclusion, effective interpersonal communication significantly enhances service quality and directly contributes to customer satisfaction.