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PERSEPSI NASABAH TERHADAP KOMUNIKASI KRISIS BANK MANDIRI (STUDI KASUS PADA NASABAH BANK MANDIRI DI PALEMBANG YANG TERKENA DAMPAK GANGGUAN LAYANAN ELEKTRONIK BANK MANDIRI 2019)

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Crisis is a harmful condition that cannot be avoided and can happen to anyone. Research on Customer Perceptions of Bank Mandiri Crisis Communication (Case Study of Bank Mandiri’s Customers in Palembang Affected by Bank Mandiri’s Electronic Service Disruptions 2019) is a qualitative descriptive study based on the electronic service disruption crisis situation that hit Bank Mandiri in July 2019. This study observes and analyzes the perceptions of Bank Mandiri’s customers in Palembang who are affected by disruption of electronic services, towards crisis communications conducted by Bank Mandiri. The theory used in this research is crisis communication theory by W. Timothy Coombs. The data collection technique used was in-depth interviews with informants who had met the criteria as well as literature study of the related data. The results of the study indicate that the perception of customers who are affected by electronic service disruption is still classified as negative. Customers have higher expectations for crisis communications that should be executed by Bank Mandiri. Keywords: Perception, Crisis communication, Electronic services disruption

Availability
Inventory Code Barcode Call Number Location Status
2007000666T38758T387582020Central Library (REFERENCES)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T387582020
Publisher
Inderalaya : Prodi Ilmu Komunikasi, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sriwijaya.,
Collation
xiii, 107 hlm. : ilus. ; 29 cm
Language
Indonesia
ISBN/ISSN
-
Classification
302.07
Content Type
-
Media Type
-
Carrier Type
-
Edition
-
Subject(s)
Jurusan Ilmu Komunikasi
Communication
Specific Detail Info
-
Statement of Responsibility
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