MANAJEMEN KRISIS KOMUNIKASI DAN REPUTASI BANK SWASTA (Studi Kasus Masa Transisi Perubahan PT Bank Bukopin, Tbk Menjadi PT Bank KB Bukopin, Tbk)

WINANSI, DONI MA'RUF (2023) MANAJEMEN KRISIS KOMUNIKASI DAN REPUTASI BANK SWASTA (Studi Kasus Masa Transisi Perubahan PT Bank Bukopin, Tbk Menjadi PT Bank KB Bukopin, Tbk). S2 thesis, Universitas Mercu Buana - Menteng.

	Text (Cover) 55219120036-Doni Ma'ruf W.-01 Cover - doni wina.pdf Download (5MB)
	Text (Abstrak) 55219120036-Doni Ma'ruf W.-02 Abstrak - doni wina.pdf Download (723kB)
	Text (Bab 1) 55219120036-Doni Ma'ruf W.-03 Bab 1 - doni wina.pdf Restricted to Registered users only Download (1MB)
	Text (Bab 2) 55219120036-Doni Ma'ruf W.-04 Bab 2 - doni wina.pdf Restricted to Registered users only Download (7MB)
	Text (Bab 3) 55219120036-Doni Ma'ruf W.-05 Bab 3 - doni wina.pdf Restricted to Registered users only Download (1MB)
	Text (Bab 4) 55219120036-Doni Ma'ruf W.-06 Bab 4 - doni wina.pdf Restricted to Registered users only Download (4MB)
	Text (Bab 5) 55219120036-Doni Ma'ruf W.-07 Bab 5 - doni wina.pdf Restricted to Registered users only Download (1MB)
	Text (Daftar Pustaka) 55219120036-Doni Ma'ruf W.-08 Daftar Pustaka - doni wina.pdf Restricted to Registered users only Download (1MB)
	Text (Lampiran) 55219120036-Doni Ma'ruf W.-09 Lampiran - doni wina.pdf Restricted to Registered users only Download (7MB)
	Text (Form Keabsahan) 55219120036-Doni Ma'ruf W.-10 Formulir Pernyataan Keabsahan dan Persetujuan Publikasi Tugas Akhir - doni wina.pdf Restricted to Repository staff only Download (1MB)

Abstract

Krisis terjadi dimanapun, kapanpun, dan kepada siapapun, tanpa persiapan dampak krisis akan sulit diantisipasi, Krisis berdampak langsung terhadap reputasi perusahaan, Reputasi yang baik akan dapat meningkatkan “Trust” konsumen, terutama pada sebuah lembaga keuangan, trust nasabah merupakan aset penting yang harus dijaga. Krisis yang menimpa PT Bank Bukopin, Tbk di masa transisi menjadi PT Bank KB Bukopin, Tbk terjadi ditengah pandemi global Covid-19. Persaingan antar bank yang mulai tidak sehat, serta perkembangan media mengakselerasi penyebaran berita negatif tentang perusahaan. Maka timbul pertanyaan bagaimana tahapan proses manajemen krisis komunikasi dan reputasi yang dilakukan PT Bank Bukopin, Tbk pada masa transisi ke PT Bank KB Bukopin, Tbk?, serta kendala apa saja dalam proses tersebut?, yang kemudian dapat tergambar model manajemen krisis komunikasi dan reputasi yang efektif dilakukan oleh perusahaan, hal tersebutlah yang menjadi fokus pada penelitian ini. Penelitian ini menggunakan Situational Crisis Communication Theory (SCCT) oleh W. Timothy Coombs dan Hollady S.J., Hazleton(2010). Dengan menggunakan metode penelitian studi kasus, serta pendekatan kualitatif. Sebagai hasil dari penelitian ini: Krisis terjadi pada internal dan juga eksternal perusahaan. Tim krisis dibentuk dengan mempertimbangkan efektifitas dari kerja tim. Tahapan krisis berjalan dari tahap Pre-Crisis, berkembang menjadi tahap Crisis, hingga akhirnya tahap Post-Crisis. Komunikasi persuasif dilakukan secara intensif oleh perusahaan kepada seluruh stakeholders. Terdapat dua kendala yang dihadapi dalam proses manajemen krisis komunikasi dan reputasi, yaitu saluran komunikasi internal yang terhambat di awal terjadinya krisis, sehingga timbul gap informasi dan berakibat bias-nya informasi yang diterima masyarakat, kedua adalah perkembangan media yang mengakibatkan sulitnya mendapatkan control akan pemberitaan yang dilakukan oleh media. Kata kunci: Manajemen, Krisis, Komunikasi, Reputasi, Transisi Crises happen anywhere, anytime, and to anyone, without preparation the impact of a crisis will be difficult to anticipate. The crisis has a direct impact on the company's reputation. A good reputation will be able to increase consumer "trust", especially in a financial institution. Customer trust is an important asset that must be maintained. The crisis that hit PT Bank Bukopin, Tbk during the transition period to become PT Bank KB Bukopin, Tbk occurred in the midst of the global Covid-19 pandemic. Competition between banks that started to become unhealthy, as well as the development of the media accelerated the spread of negative news about the company. So the question arises what are the stages of the communication and reputation crisis management process carried out by PT Bank Bukopin, Tbk during the transition to PT Bank KB Bukopin, Tbk?, and what are the obstacles in the process?, which can then be illustrated by the communication and reputation crisis management model used. effectively carried out by the company, this is the focus of this research. This study uses Situational Crisis Communication Theory (SCCT) by W. Timothy Coombs and Hollady S.J., Hazleton (2010). By using a case study research method, as well as a qualitative approach. As a result of this study: The crisis occurred both internally and externally to the company. Crisis teams are formed by considering the effectiveness of teamwork. The crisis stage runs from the Pre-Crisis stage, develops into the Crisis stage, until finally the Post-Crisis stage. Persuasive communication is carried out intensively by the company to all stakeholders. There are two obstacles encountered in the process of communication and reputation crisis management, namely internal communication channels which are hampered at the start of a crisis, resulting in information gaps and resulting in biased information received by the public, second is the development of the media which makes it difficult to control the news coverage done by the media. Keywords: Management, Crisis, Communication, Reputation, Transition.

Actions (login required)

View Item