peran komunikasi efektif dalam meningkatkan pelayanan unit layanan terpadu pada bidang layanan publik LLDIKTI wilayah II

This study aims to examine the role of effective communication in improving services at the Integrated Service Unit (ULT) within the public service sector of LLDIKTI Region II. Effective communication is considered a key factor in delivering high-quality public services, particularly in terms of inter-staff coordination and responsiveness to stakeholder needs. The research employs a descriptive qualitative approach, utilizing interviews, observations, and documentation as data collection techniques. The findings reveal that applying the principles of effective communication Respect, Empathy, Audible, Clarity, and Humble (REACH) directly contributes to service quality improvement. This is reflected in customer satisfaction based on the five SERVQUAL dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Clear, open, and empathetic communication facilitates workflow, accelerates decision-making processes, and enhances user trust in the institution. The study recommends improving communication training for staff and strengthening inter-unit coordination systems to support excellent public service delivery.

Keywords: Effective Communication, Public Service, Integrated Service Unit, Customer Satisfaction, LLDIKTI Region II