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

ATIKA, KHAIRINA and Nisyak, Hoirun and Musdalifah, Farisha Sestri (2020) PERSEPSI NASABAH TERHADAP KOMUNIKASI KRISIS BANK MANDIRI (STUDI KASUS PADA NASABAH BANK MANDIRI DI PALEMBANG YANG TERKENA DAMPAK GANGGUAN LAYANAN ELEKTRONIK BANK MANDIRI 2019). Undergraduate thesis, Sriwijaya University.

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Abstract

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

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Perception, Crisis communication, Electronic services disruption
Subjects:	H Social Sciences > H Social Sciences (General) P Language and Literature > P Philology. Linguistics > P94.7 Interpersonal communication
Divisions:	07-Faculty of Social and Politic Science > 70201-Communication Science (S1)
Depositing User:	Users 9264 not found.
Date Deposited:	21 Dec 2020 03:55
Last Modified:	21 Dec 2020 03:55
URI:	http://repository.unsri.ac.id/id/eprint/38758

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