The Public Speaking Communication Model of Visually Impaired Massage Therapists in Enhancing Customer Experience in Bandung

Rizki Surya  Tawaqal; Ridlwan  Muttaqin; Recky Recky

doi:10.47747/ijbme.v7i2.3478

Authors

Rizki Surya Tawaqal Universitas Indonesia Membangun
Ridlwan Muttaqin Universitas Indonesia Membangun
Recky Universitas Indonesia Membangun

DOI:

https://doi.org/10.47747/ijbme.v7i2.3478

Keywords:

Public Speaking, Model, Communication, Visually Impaired, Bandung City

Abstract

This study is motivated by the need to understand the communication models used by blind massage therapists in delivering their services, as communication plays a crucial role in shaping the customer experience. The research problem focuses on how these public speaking models are manifested and how they influence customer perceptions and satisfaction. A descriptive qualitative method was applied, involving direct observation at Rumah Bugar Sentra Wyata Guna and in-depth interviews with four blind massage therapists. The findings reveal four distinct public speaking communication models: Communicative-Relational, Silent-Reflective, Informative-Educative, and Humorous-Relaxed. Each model contributes differently to the customer experience, ranging from building trust, creating a calm atmosphere, providing additional knowledge, to fostering a cheerful and enjoyable environment. The study concludes that public speaking competence is not merely a complementary skill but a strategic added value that enhances customer satisfaction and strengthens the professional position of blind massage therapists within the health and relaxation service industry

Downloads

Download data is not yet available.

References

The researcher would like to express her deepest gratitude to the Directorate of Research and Community Service (DPPM), the Directorate General of Research and Development (Ditjen Risbang), and the Ministry of Higher Education, Science, and Technology (Kemdiktisaintek), for supporting this research through the Novice Lecturer Research Grant Program. This financial support was instrumental in the successful implementation and completion of this research.

Appreciation is also extended to to Sentra Wyata Guna, a Technical Implementation Unit under the Ministry of Social Affairs of the Republic of Indonesia, for its highly cooperative support throughout the research process.

Furthermore, the researcher would like to express her gratitude to the University of Indonesia Membangun (INABA) and all its staff for their institutional support and facilities. All assistance, cooperation, and contributions were invaluable in supporting the smooth running of this research and achieving the desired outcomes.

References

Adityo, B., Engkus, & Pikri, F. (2022). Komunikasi pelayanan publik melalui sistem informasi pelayanan administrasi dan kependudukan umum. Jurnal Dialektika: Jurnal Ilmu Sosial, 20(2), 110–122. https://doi.org/10.54783/dialektika.v20i2.84

Arsyad, K., Rismawati, & Ramadani, S. (2025). Analisis pengaruh kualitas komunikasi dan pelayanan customer service dalam meningkatkan jumlah nasabah Bank Syariah. Jurnal Administrasi Publik dan Pemerintahan, 2(1), 1–5. https://doi.org/10.55850/simbol.v4i1.173

Creswell, J. W. (2015). Penelitian kualitatif & desain riset: Memilih di antara lima pendekatan. Pustaka Pelajar.

DeVito, J. A. (2016). The interpersonal communication book (14th ed.). Pearson.

Faniasari, L., & Manafe, L. A. (2022). Komunikasi interpersonal karyawan dalam menciptakan kepuasan pelanggan. Jurnal Sekretari Universitas Pamulang, 9(2), 74–84. https://doi.org/10.32493/skr.v9i2.21895

Kranzbühler, A., Kleijnen, M. H. P., Morgan, R. E., & Teerling, M. (2018). The multilevel nature of customer experience research: An integrative review and research agenda. International Journal of Management Reviews, 20(2), 433–456. https://doi.org/10.1111/ijmr.12140

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420

Lucas, S. E. (2015). The art of public speaking (12th ed.). McGraw-Hill.

Nowell, L. S., Norris, J. M., White, D. E., & Moules, N. J. (2017). Thematic analysis: Striving to meet the trustworthiness criteria. International Journal of Qualitative Methods, 16(1), 1–13. https://doi.org/10.1177/1609406917733847

Ramadani, V., Sugeha, A. Z., Anggraini, D. P., Asrofi, A., & Risfandini, A. (2022). Pengaruh komunikasi dan customer service terhadap peningkatan kepuasan pelanggan. Jurnal Pariwisata Tourista, 2(2), 18–24. https://doi.org/10.26905/jt.v2i2.8421

Rather, R. A. (2020). Customer experience and engagement in tourism destinations: The experiential marketing perspective. Journal of Travel & Tourism Marketing, 37(1), 15–32. https://doi.org/10.1080/10548408.2019.1686101

Riswan, O. (2014, February 12). Menengok panti tunanetra tertua & terbesar di Indonesia. Okezone News. https://news.okezone.com/amp/2014/02/12/528/939657/menengok-panti-tunanetra-tertua-terbesar-di-indonesia

Saputra, T., & Hernawan, E. (2023). Pengaruh komunikasi interpersonal, kualitas pelayanan dan kepuasan konsumen terhadap daya beli minuman sari kelapa Oni Coco PT 3 Putri Pelangi. NIKAMABI, 2(2), 14–21. https://doi.org/10.31253/ni.v2i2.2579

Satria, D., & Aisyah, S. (2018). Pengaruh komunikasi interpersonal customer service PT Telkom terhadap kepuasan pelanggan Wifi.Id di Kota Padang. Jurnal Jurnalisme, 7(2), 189–201. https://doi.org/10.29103/jj.v7i2.2935

Setianti, Y., Suroso, Setiawan, H. A., Siregar, A., & Darmawan. (2024). Pengaruh kualitas pelayanan, komunikasi pemasaran dan kepercayaan terhadap loyalitas pelanggan. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 10(2), 1404–1410. https://doi.org/10.35870/jemsi.v10i2.2332

Situmeang, I. V. O. (2023). Pola komunikasi customer service dalam menangani komplain pelanggan: Studi pada PT Inti Tama Karsa, Jakarta. IKRA-ITH Humaniora: Jurnal Sosial dan Humaniora, 7(3), 357–370. https://doi.org/10.37817/ikraith-humaniora.v7i3.3545

Sugiyono. (2016). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

Sutopo, H. B. (2002). Metodologi penelitian kualitatif. UNS Press.

Tawaqal, R. S., Poedjadi, M. R., & Silviany, A. E. (2024). Diferensiasi public speaking online di era digitalisasi pasca pandemi Covid-19: Studi kasus mengenai diferensiasi public speaking online di era digitalisasi pasca pandemi Covid-19 pada kalangan dosen di Kota Bandung. MUKASI: Jurnal Ilmu Komunikasi, 3(3), 179–191. https://doi.org/10.54259/mukasi.v3i3.2730

Utami, A. D. V., Hidayat, D., Nujiana, S., & Maeskina, M. M. (2022). Pola komunikasi pelayanan customer service Bank Jabar-Banten selama pandemi Covid-19. Jurnal Riset Komunikasi, 5(1), 86–98. https://doi.org/10.38194/jurkom.v5i1.421

Van Vaerenbergh, Y., & Orsingher, C. (2016). Service recovery: An integrative framework and research agenda. Academy of Management Perspectives, 30(3), 328–346. https://doi.org/10.5465/amp.2014.0143

Wahyuningsih, S. (2013). Metode penelitian studi kasus: Konsep, teori pendekatan psikologi komunikasi, dan contoh penelitiannya. UTM Press. https://komunikasi.trunojoyo.ac.id/wp-content/uploads/2015/03/BUKU-AJAR-METPEN.pdf

Wibowo, A. (2024, December 24). Mendukung penyandang tunanetra late blind: Menghadapi tantangan dan membangun harapan. Kementerian Sosial Republik Indonesia. https://kemensos.go.id/index.php/jurnal-dan-artikel/direktorat-jenderal-rehabilitasi-sosial/Mendukung-Penyandang-Tunanetra-Late-Blind%3A-Menghadapi-Tantangan-dan-Membangun-Harapan

Wijaya, F., Suryana, Miftahuddin, A., Jamiat, N., & Yusup, I. (2026). Participatory digital branding in youth-driven geotourism: Community engagement and sustainable geosite development. Geojournal of Tourism and Geosites, 65(2), 925–933. https://doi.org/10.30892/gtg.65227-1732

Wirtz, J., & Lovelock, C. (2022). Services marketing: People, technology, strategy (9th ed.). World Scientific Publishing.