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.

[thumbnail of RAMA_70201_07031281621057.pdf] Text
RAMA_70201_07031281621057.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (9MB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_TURNITIN.pdf] Text
RAMA_70201_07031281621057_TURNITIN.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (9MB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_01_front_ref.pdf]
Preview
Text
RAMA_70201_07031281621057_0002037805_0005099303_01_front_ref.pdf - Accepted Version
Available under License Creative Commons Public Domain Dedication.

Download (4MB) | Preview
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_02.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_02.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (230kB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_03.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_03.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (154kB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_04.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_04.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (1MB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_05.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_05.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (1MB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_06_ref.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_06_ref.pdf - Bibliography
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (151kB) | Request a copy
[thumbnail of RAMA_70201_07031281621057_0002037805_0005099303_07_lamp.pdf] Text
RAMA_70201_07031281621057_0002037805_0005099303_07_lamp.pdf - Accepted Version
Restricted to Repository staff only
Available under License Creative Commons Public Domain Dedication.

Download (737kB) | Request a copy

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

Actions (login required)

View Item View Item