Pola Komunikasi Kurir dan Konsumen melalui Aplikasi Elha Trans di Kabupaten Batu Bara

Abstract

This study is titled “Communication Patterns Between Couriers and Consumers Through the Elha Trans Application in Batu Bara Regency.” The purpose of this research is to examine the communication process between couriers and consumers through the Elha Trans application in Batu Bara Regency, to identify the communication patterns formed between couriers and consumers via the application, and to analyze the communication barriers that occur. The theoretical framework utilized includes concepts of communication, marketing communication, interpersonal communication, new media, communication patterns, and consumer behavior. The research adopts a descriptive method with a qualitative approach. The primary informants for this study are couriers who have worked with ELHA Trans for at least six months, while additional informants are consumers who have used the online shopping feature of the application. Data were collected through interviews, observations, and documentation. Data validity was established using theory triangulation. The results of this research reveal that the communication pattern between couriers and consumers via the Elha Trans application in Batu Bara Regency follows an interactional communication model, with the communication process being secondary in nature. Communication barriers identified include physical, psychological, semantic, and physiological factors.