Communication Patterns of Risky Wedding Organizer Organizations in Improving Service Quality

Abstract

This study aims to analyze the organizational communication patterns applied by Wedding Organizer (WO) Risky in its efforts to improve the quality of service to clients. The background of this study is based on the importance of organizational communication as an instrument for coordination, task allocation, and effective decision-making, especially in the service industry that demands speed, accuracy, and professionalism. This study uses a qualitative descriptive method with data collection techniques through semi-structured interviews, observation, and documentation of five key informants consisting of the owner, event coordinator, head of the decoration division, head of the documentation division, and field staff. The results show that WO Risky applies a combinational communication pattern, including vertical, horizontal, and diagonal communication, with a combination of formal and informal communication. The use of digital media such as WhatsApp Groups facilitates coordination and accelerates the delivery of information between divisions. Open, participatory, and two-way communication has been proven to increase work effectiveness, prevent miscommunication, and strengthen client satisfaction. Despite obstacles such as delays in information and lack of documentation, a communication strategy based on reconfirmation, regular briefings, and post-event evaluations successfully maintained effective coordination. Thus, effective organizational communication is the main foundation in improving the quality of service and professional reputation of WO Risky.