KOMUNIKASI KRISIS BANK SYARIAH INDONESIA CABANG LUBUKLINGGAU TERKAIT GANGGUAN LAYANAN MOBILE BANKING

ATIYAH, SYARIFAH and Andarini, Rindang Senja and Elfandari, Safitri (2024) KOMUNIKASI KRISIS BANK SYARIAH INDONESIA CABANG LUBUKLINGGAU TERKAIT GANGGUAN LAYANAN MOBILE BANKING. Undergraduate thesis, Sriwijaya University.

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Abstract

ABSTRAK Pada 08 Mei 2023 hingga 11 Mei 2023 lalu Bank Syariah Indonesia mengalami gangguan layanan yang menyebabkan nasabah tidak dapat melakukan transaksi melalui layanan mobile banking. Gangguan layanan ini pun menyebabkan kekhawatiran yang dirasakan oleh nasabah dan menjadi sorotan publik. Maraknya pemberitaan di media massa menyebabkan masalah ini menjadi suatu krisis. Bank Syariah Indonesia Cabang Lubuklinggau menjadi salah satu cabang yang terdampak oleh masalah ini. Tujuan penelitian ini adalah untuk mengetahui bagaimana komunikasi krisis Bank Syariah Indonesia Cabang Lubuklinggau terkait gangguan layanan mobile banking. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data wawancara mendalam, observasi dan studi dokumentasi. Komunikasi krisis yang benar perlu dilakukan oleh perusahaan dalam menghadapi situasi krisis seperti ini. Penelitian ini menggunakan Situational Crisis Communication Theory (SCCT) oleh Timothy W. Coombs. Hasil penelitian ini menunjukkan bahwa dari empat strategi respons krisis yaitu deny strategy, diminish strategy, rebuild strategy dan bolstering strategy, strategi paling menonjol yang diterapkan oleh Bank Syariah Indonesia Cabang Lubuklinggau ialah deny strategy. Bank Syariah Indonesia Cabang Lubuklinggau menganggap bahwa gangguan layanan yang terjadi bukan situasi krisis. Kata Kunci : Bank Syariah Indonesia, Gangguan Layanan, Komunikasi Krisis, Situational Crisis Communication Theory (SCCT) ABSTRACT On May 08, 2023 until May 11, 2023, Bank Syariah Indonesia experienced a service disruption that caused customers to be unable to make transactions through mobile banking services. This service disruption also caused concerns felt by customers and became the public spotlight. The rise of news in the mass media caused this problem to become a crisis. Bank Syariah Indonesia Lubuklinggau Branch became one of the branches affected by this problem. The purpose of this research is to find out how the crisis communication of Bank Syariah Indonesia Lubuklinggau Branch related to mobile banking service disruption. This research uses a descriptive qualitative approach with data collection techniques in-depth interviews, observation and documentation studies. Correct crisis communication needs to be carried out by companies in dealing with crisis situations like this. This research uses Situational Crisis Communication Theory (SCCT) by Timothy W. Coombs. The results of this study indicate that of the four crisis response strategies, namely deny strategy, diminish strategy, rebuild strategy and bolstering strategy, the most prominent strategy applied by Bank Syariah Indonesia Lubuklinggau Branch is the deny strategy. Bank Syariah Indonesia Lubuklinggau Branch considers that the service disruption that occurs is not a crisis situation. Keywords: Bank Syariah Indonesia, Service Disruption, Crisis Communication, Situational Crisis Communication Theory (SCCT).

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Bank Syariah Indonesia, Gangguan Layanan, Komunikasi Krisis, Situational Crisis Communication Theory (SCCT)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management H Social Sciences > HN Social history and conditions. Social problems. Social reform > HN30-39 The church and social problems
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Syarifah Atiyah
Date Deposited:	28 May 2024 03:07
Last Modified:	28 May 2024 03:07
URI:	http://repository.unsri.ac.id/id/eprint/145703

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