Formulating Digital Service Standards: A Case Study of WhatsApp Channel Services at PT. Remen Jawi Yogyakarta

Abstract

This study aims to: (1) describe the communication conditions between admins on the WhatsApp channel of Remen Jawi Yogyakarta. (2) identify factors causing communication instability and language differences between admins. (3) formulate culture-based digital service standards that can be applied in communication with customers.This study is a qualitative descriptive study with data collection through observation, interviews, and documentation. The subjects of this study consisted of two groups, namely the internal group or business actors and the external group or tourists. Data analysis was carried out through the stages of data reduction, data presentation, and drawing comprehensive conclusions. Proof of data validity in this study used triangulation techniques.Based on the results of the study it shows that the condition of digital services between admins on the WhatsApp channel at PT. Remen Jawi Yogyakarta has generally been running effectively, indicated by (a) smooth communication, (b) coordination of answers, (c) communication monitoring, (d) the role of SOPs as a reference. Findings still show instability in answers between admins in several conditions which indicate that the aspects of accuracy and uniformity of information are not yet optimal. This dissonance is influenced by: (a) differences in personal character, (b) differences in product understanding, (c) questions outside the template, (d) adaptation of new admins. The need for strengthening efforts through structured training and periodic evaluations to ensure uniform standards of understanding. The implementation of culture-based communication SOPs has a positive impact on building the company's image and closeness with customers. From these results, it can be interpreted that PT. Remen Jawi Yogyakarta is advised to continue to maintain and innovate to remain relevant in the future.