Respon Krisis Twitter PLN saat Listrik Mati Massal Tahun 2019 untuk Mempertahankan Reputasi Perusahaan

Wulan Yulianti, Mursal Boer, Anita Yunia, Janette Maria Pinariya

Abstract


Peristiwa mati listrik massal telah memberikan kerugian bagi sektor usaha dan layanan publik hingga mencapai triliunan rupiah. Peristiwa ini menjadi tranding di Twitter yang mengantarkan PLN pada situasi krisis. Berlandaskan Situational Crisis Communication Theory (SCCT), crisis response merupakan dimensi penting dalam penanganan sebuah krisis dan dapat berpengaruh pada reputasi perusahaan. Penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner secara online kepada 100 followers Instagram PLN @pln_123. Hasil penelitian menunjukan, terdapat pengaruh langsung crisis responsibility untuk mempertahankan reputasi perusahaan. Terdapat pengaruh langsung rebuilding response PLN untuk mempertahankan reputasi perusahaan. Kemudian, terdapat pengaruh langsung crisis responsibility dan rebuilding response melalui Twitter PLN secara bersama sebesar 45,9% dan 54,1% sisanya dipengaruhi oleh faktor-faktor lain. Pemilihan media saat menangani krisis menjadi faktor penting agar penanganan yang dilakukan bisa berjalan efektif. Studi ini juga mencatat semakin pentingnya fungsi sosial media dalam menangani suatu peristiwa krisis.

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DOI: https://doi.org/10.25008/wartaiski.v5i1.149





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Copyright (c) 2022 Wulan Yulianti

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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.





Indexed by:
 
Google Scholar    

Copyright of Jurnal Warta Ikatan Sarjana Komunikasi Indonesia (p-ISSN : 0853-4470)
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

 

Sekretariat Redaksi JURNAL WARTA Ikatan Sarjana Komunikasi Indonesia (ISKI)
Gedung Dewan Pers, Lt 5
Jl. Kebon Sirih No. 32-34, Jakarta 10110 – Indonesia

Contact Person :