ALIFVIANDY, RAFY (2026) ANALISIS ISI RESPONS KOMUNIKASI KRISIS PT PERTAMINA PATRA NIAGA TERKAIT ISU "BENSIN OPLOSAN" DI MEDIA ONLINE. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
This study examines the crisis communication response of PT Pertamina to the “fuel adulteration” issue that surfaced in February 2025 across Indonesian online media. The research aims to identify the dominant crisis response strategies reflected in news coverage and to assess their alignment with the Situational Crisis Communication Theory (SCCT). A qualitative content analysis based on Krippendorff’s approach was employed. The unit of analysis consisted of excerpts of Pertamina’s official statements cited in five online news articles published by major outlets (Detik.com, Kompas.com, and Tempo.co) during 25-27 February 2025. The findings indicate a predominantly defensive and technocratic response pattern, combining SCCT strategies of denial, diminish, bolstering, and rebuild. Technical regulatory vocabulary ( RON 90/92, blending, Directorate General of Oil and Gas specifications, Lemigas, laboratory testing) functions not only as information, but also as a legitimization mechanism that reframes the crisis as a procedurally verifiable issue. Overall, Pertamina’s crisis communication appears strong in technical justification and institutional authority borrowing, yet it leaves room for strengthening relational recovery particularly practical guidance and public empathy to enhance trust restoration in the fast moving digital environment. Keywords: crisis communication, SCCT, Krippendorff content analysis, Pertamina, fuel adulteration. Penelitian ini menganalisis isi respons komunikasi krisis PT Pertamina terkait isu “bensin oplosan” yang mencuat pada Februari 2025 di media online. Fokus penelitian diarahkan untuk memetakan bentuk strategi respons krisis yang ditampilkan dalam pemberitaan serta menilai kesesuaiannya dengan Situational Crisis Communication Theory (SCCT). Metode yang digunakan adalah analisis isi kualitatif berbasis pendekatan Krippendorff, dengan unit analisis berupa kutipan pernyataan resmi PT Pertamina yang dimuat pada lima artikel media online nasional (Detik.com, Kompas.com, dan Tempo.co) selama periode 25-27 Februari 2025. Hasil penelitian menunjukkan bahwa respons Pertamina membentuk pola yang dominan defensif dan teknokratis melalui kombinasi strategi SCCT: denial, diminish, bolstering, dan rebuild. Pilihan diksi teknis regulatif (misalnya RON 90/92, blending, spesifikasi Dirjen Migas, Lemigas, uji laboratorium) berfungsi bukan sekadar informatif, tetapi juga sebagai strategi legitimasi untuk mengarahkan krisis agar dipahami sebagai persoalan prosedural yang dapat diverifikasi. Temuan ini mengindikasikan bahwa komunikasi krisis Pertamina kuat pada sisi pembuktian teknis dan peminjaman otoritas institusional, namun masih menyisakan ruang penguatan pada dimensi relasional khususnya penyediaan panduan praktis dan empati publik agar pemulihan kepercayaan di ruang digital berlangsung lebih efektif. Kata kunci: komunikasi krisis, SCCT, analisis isi Krippendorff, Pertamina, bensin oplosan.
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