The effect of communication between persons on reliance of companies: Gümüşhane sample

The concept of communication is a universal concept that applies to all living creatures. Interpersonal communication is the communication in which emotion, thought and information exchange is carried out between people. In this type of communication, the tool is "human". People can understand each other by establishing mutual communication. Realizing the communication correctly and effectively also gives us the opportunity to express ourselves better and to understand the other person better. People can be successful in almost every field after establishing the correct and effective communication. People need interpersonal communication in order to maintain their social presence. Human beings as social creatures may have to reassure other people. Because in social and business life the concept of trust has a great importance. A lot of research on social creatures sees interpersonal trust as a prerequisite for trust in firms. Humans need interpersonal communication in order to maintain their social existence. As a social being, human can be in a position to give confidence to other people. The concept of trust has a great importance in business life, which is an extension of social life. Many researches on social existence also see interpersonal trust as a prerequisite for trust in firms. The theory of social existence teaches people to cooperate and trust other people by incorporating all kinds of structures. Because people have different backgrounds and gathered together. While the people in question need companies, they want to trust the company to be chosen as a priority. Correct communication, which can be considered as a prerequisite for trust, can provide various opportunities for that company. For example; A company with strong interpersonal communication will be able to understand the customer better and explain themselves more easily. The stress environment caused by misunderstandings will not occur if interpersonal communication is correct, and problem solving skills will be strengthened. Difficult people who complain about everything will be easier to deal with, and thus the circle of friends will expand. Firms that can help people create positive attitudes through meaningful and pleasant conversations will be both appreciated and appreciated. As a result, people's trust in that company will increase in direct proportion. In this study, the direction of the trust relationship established between companies in their communication with customers was examined. The purpose of the study is to determine how the companies are successful in interpersonal communication, and how this is reflected in the customers' trust in that company. In this study, the concept of trust arising from company employees' communication with customers has been discussed and analyzed. In the literature, there are studies on the effect of interpersonal communication on people, and the effect of communication on trust is sufficiently found in the literature. However, the issue of interpersonal communication in terms of firm trust has not been reached in the literature. Since the study is carried out in Gümüşhane, the universe of the study consists of people over the age of 18 living in Gümüşhane; The sample is composed of the customers of the leading companies selected by the convenience sampling method. Using the semi-structured interview technique, one of the qualitative research methods, as a research method, interviews were conducted with 15 female and 15 male participants. It is seen that people feel valuable and important through the communication that company employees establish with them. According to the participants of the meeting, it is understood that they trust the companies that are contacted and who make them feel valuable. At the same time, it has been determined that the belief that companies are reliable before going to companies is also influenced by getting positive feelings about the company through word-of-mouth communication, which is also a part of interpersonal communication. This study will contribute to the literature on the formation of trust in companies in interpersonal communication. In addition, it is thought that the study will be original and will provide an up-to-date contribution to the literature since there has been no previous study on this subject.