KINANTI, NADYACHANDRA ERFITRI (2025) APLIKASI TRAVELIN SEBAGAI INOVASI DIGITAL DALAM MENDUKUNG REPUTASI INJOURNEY AIRPORTS. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Travelin is a digital innovation developed by InJourney Airports as an adaptive response to the evolving needs of airport service users in the digital transformation era. This study aims to analyze how the Travelin application contributes to shaping the digital reputation of InJourney Airports as a technology-based service provider. The theoretical framework refers to Fombrun’s Corporate Reputation theory, which encompasses six key dimensions: emotional appeal, products and services, vision and leadership, workplace environment, trustworthiness, and social responsibility. This study employs a qualitative descriptive approach with a case study method and adopts a post-positivist paradigm that acknowledges the diversity of users’ subjective interpretations. Data were collected through in-depth interviews with six active users of the Travelin application. The findings indicate that Travelin creates a positive initial impression through a clean and functional interface. The application represents the institution’s commitment to digitalizing airport services. The formation of digital reputation remains partial due to several challenges, including delayed information updates, limited interactivity, the absence of system integration, and inadequate accessibility for diverse user groups. Travelin contributes to portraying the institution as modern and adaptive, with the potential to strengthen its digital reputation through improvements in system consistency, user engagement, and inclusive service design. Keywords: Travelin, digital reputation, InJourney Airports, digital innovation, user perception, Fombrun theory. Aplikasi Travelin merupakan inovasi digital yang dikembangkan oleh InJourney Airports sebagai bentuk adaptasi terhadap kebutuhan pengguna jasa kebandarudaraan di era transformasi digital. Penelitian ini bertujuan untuk menganalisis bagaimana aplikasi Travelin berperan dalam mendukung pembentukan reputasi InJourney Airports sebagai penyedia layanan berbasis teknologi. Landasan teoritis yang digunakan mengacu pada teori Reputasi Korporat Fombrun dengan enam dimensi utama: emotional appeal, products and services, vision and leadership, workplace environment, trustworthiness, dan social responsibility. Penelitian menggunakan pendekatan deskriptif kualitatif dengan metode studi kasus, serta berparadigma post-positivisme yang mengakui keberagaman persepsi subjektif pengguna. Data diperoleh melalui wawancara mendalam terhadap enam informan pengguna aktif aplikasi Travelin. Hasil penelitian menunjukkan bahwa Travelin memberikan kesan awal positif melalui desain antarmuka yang sederhana dan fungsional. Aplikasi ini merepresentasikan komitmen institusi terhadap digitalisasi layanan bandara. Reputasi yang terbentuk masih bersifat parsial karena ditemui sejumlah kendala seperti keterlambatan pembaruan informasi, keterbatasan fitur interaktif, belum terintegrasinya sistem secara menyeluruh, serta aksesibilitas layanan yang belum menjangkau semua kelompok pengguna. Travelin berkontribusi dalam membentuk citra institusi yang modern dan adaptif, serta memiliki potensi untuk memperkuat reputasi apabila diikuti oleh peningkatan pada aspek sistemik, interaktif, dan inklusif. Kata Kunci: Travelin, reputasi, InJourney Airports, inovasi digital, pandangan pengguna, teori Fombrun.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FK/PR. 25 154 |
| NIM/NIDN Creators: | 44221010087 |
| Uncontrolled Keywords: | Travelin, reputasi, InJourney Airports, inovasi digital, pandangan pengguna, teori Fombrun. |
| Subjects: | 600 Technology/Teknologi > 600. Technology/Teknologi > 608 Inventions and Patents/Inovasi, Penemuan dan Paten > 608.7 Geographic Treatment of Inventions and Patents/Inovasi, Penemuan dan Paten di Lokasi Tertentu 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | khalimah |
| Date Deposited: | 22 Aug 2025 08:25 |
| Last Modified: | 22 Aug 2025 08:25 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/97013 |
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