Proses, Hambatan, Dan Efektivitas Komunikasi Menurut Perilaku Organisasi Di Dalam Restoran Mie Gacoan

Abstract

This study aims to analyze organizational communication processes, communication barriers, and the effectiveness of communication from an organizational behavior perspective at Mie Gacoan restaurant. As a fast-food restaurant with high levels of activity and work pressure, Mie Gacoan requires a communication system that is fast, clear, and coordinated to ensure optimal operations. This research uses a qualitative descriptive approach with data collection techniques including direct observation, semi-structured interviews, and documentation of cashiers, servers, kitchen staff, and supervisors. The results show that communication processes occur vertically and horizontally with a relatively good level of effectiveness. However, several communication barriers were identified, such as workplace noise, time pressure during peak hours, differing perceptions among employees, and technical issues with the ordering system. Efforts to improve communication include standardizing operational language, conducting regular briefings, utilizing internal communication media, and strengthening an open communication culture. This study is expected to provide practical contributions to organizational communication management in the service sector, particularly in the fast-food restaurant industry.
Keywords: organizational communication, organizational behavior, vertical communication, horizontal communication, fast food restaurant.

Abstrak

Penelitian ini bertujuan untuk menganalisis proses komunikasi organisasi, hambatan komunikasi, serta efektivitas komunikasi menurut perspektif perilaku organisasi di restoran Mie Gacoan. Sebagai restoran cepat saji dengan tingkat aktivitas dan tekanan kerja yang tinggi, Mie Gacoan membutuhkan sistem komunikasi yang cepat, jelas, dan terkoordinasi agar operasional berjalan optimal. Penelitian ini menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data berupa observasi langsung, wawancara semi-terstruktur, dan dokumentasi terhadap karyawan kasir, server, dapur, serta supervisor. Hasil penelitian menunjukkan bahwa proses komunikasi berlangsung secara vertikal dan horizontal dengan tingkat efektivitas yang relatif baik. Namun demikian, masih ditemukan berbagai hambatan komunikasi, seperti kebisingan lingkungan kerja, tekanan waktu pada jam sibuk, perbedaan persepsi antar karyawan, serta kendala teknis sistem pemesanan. Upaya penyempurnaan komunikasi dilakukan melalui standarisasi bahasa operasional, pelaksanaan briefing rutin, pemanfaatan media komunikasi internal, serta penguatan budaya komunikasi terbuka. Penelitian ini diharapkan dapat memberikan kontribusi praktis bagi pengelolaan komunikasi organisasi pada sektor jasa, khususnya industri restoran cepat saji.

Kata kunci: komunikasi organisasi, perilaku organisasi, komunikasi vertikal, komunikasi horizontal, restoran cepat saji.