ALAWIYAH, SYARIFAH (2026) PENGARUH KOMUNIKASI KRISIS TERHADAP KEPERCAYAAN PELANGGAN PRODUK PERTAMAX PT PERTAMINA (PERSERO) (Survei terhadap Masyarakat Pengguna Pertamax di Tangerang Selatan). S1 thesis, Universitas Mercu Buana Jakarta.
|
Text (Cover)
cover.pdf Download (742kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (Bab 1)
bab 1.pdf Restricted to Registered users only Download (297kB) |
|
|
Text (Bab 2)
bab 2.pdf Restricted to Registered users only Download (332kB) |
|
|
Text (Bab 3)
bab 3.pdf Restricted to Registered users only Download (366kB) |
|
|
Text (Bab 4)
bab 4.pdf Restricted to Registered users only Download (708kB) |
|
|
Text (Bab 5)
bab 5.pdf Restricted to Registered users only Download (165kB) |
|
|
Text (Daftar Pustaka)
daftar pustaka.pdf Restricted to Registered users only Download (228kB) |
|
|
Text (Lampiran)
lampiran.pdf Restricted to Registered users only Download (686kB) |
Abstract
Fenomena isu dugaan pengoplosan BBM Pertamax yang berkembang di media massa dan media sosial menimbulkan polemik publik serta berpotensi menurunkan kepercayaan pelanggan terhadap PT Pertamina (Persero). Penelitian ini bertujuan untuk menganalisis pengaruh komunikasi krisis terhadap kepercayaan pelanggan produk Pertamax di Kota Tangerang Selatan. Penelitian menggunakan Teori Stimulus–Organism–Response (S-O-R), dengan komunikasi krisis sebagai stimulus, masyarakat pengguna Pertamax sebagai organism, dan kepercayaan pelanggan sebagai response. Konsep komunikasi krisis merujuk pada Situational Crisis Communication Theory (SCCT) dari Coombs, sedangkan kepercayaan pelanggan mencakup dimensi keandalan, integritas, dan kredibilitas. Metode yang digunakan adalah survei kuantitatif terhadap 100 responden dengan teknik Accidental Sampling. Analisis data menggunakan IBM SPSS 27 melalui uji validitas, reliabilitas, regresi linier sederhana, korelasi Pearson, koefisien determinasi, dan uji t. Hasil penelitian menunjukkan nilai t hitung (15,977) > t tabel (1,660) dengan signifikansi 0,000 < 0,05, sehingga terdapat pengaruh positif dan signifikan antara komunikasi krisis dan kepercayaan pelanggan. Koefisien korelasi sebesar 0,736 menunjukkan hubungan sangat kuat, dengan R square 72,3%. Penelitian ini memberikan manfaat akademis dalam pengembangan kajian komunikasi krisis serta manfaat praktis sebagai bahan evaluasi strategi komunikasi PT Pertamina (Persero) dalam menjaga dan memulihkan kepercayaan pelanggan. The phenomenon of alleged fuel adulteration of Pertamax circulating in mass media and social media has created public controversy and potentially decreased customer trust in PT Pertamina (Persero). This study aims to analyze the effect of crisis communication on customer trust in Pertamax products in South Tangerang City. This research applies the Stimulus–Organism–Response (S-O-R) Theory, positioning crisis communication as the stimulus, Pertamax users as the organism, and customer trust as the response. The concept of crisis communication refers to Coombs’ Situational Crisis Communication Theory (SCCT), which emphasizes the importance of fast, transparent, and responsible responses during a crisis. Meanwhile, customer trust includes the dimensions of reliability, integrity, and corporate credibility. The method used is a quantitative survey involving 100 respondents selected through Accidental Sampling. Data were analyzed using IBM SPSS version 27, including validity and reliability tests, simple linear regression, Pearson correlation, coefficient of determination, and hypothesis testing (t-test). The results show that the calculated t-value (15.977) is greater than the t-table value (1.660) with a significance level of 0.000 < 0.05, indicating a positive and significant effect of crisis communication on customer trust. The correlation coefficient of 0.736 indicates a very strong relationship, while the R square value of 72.3% suggests that crisis communication accounts for 72.3% of the variance in customer trust, with the remainder influenced by other factors outside this study. This study provides academic contributions to the development of crisis communication research and practical benefits as an evaluation material for PT Pertamina (Persero)’s communication strategies in maintaining and restoring customer trust.
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 44222010183 |
| Uncontrolled Keywords: | Komunikasi Krisis, Kepercayaan Pelanggan, Pertamax, PT Pertamina (Persero) |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.8 Marketing, Management of Distribution/Marketing, Manajemen Distribusi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 659 Advertising and Public Relations/Periklanan, Reklame, Pariwara, Iklan, Sponsor, Humas, Hubungan Masyarakat > 659.2 Public Relations/Hubungan Masyarakat |
| Divisions: | Fakultas Ilmu Komunikasi > Hubungan Masyarakat |
| Depositing User: | Haqi ar rachma nur |
| Date Deposited: | 02 Apr 2026 04:12 |
| Last Modified: | 02 Apr 2026 04:12 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/101466 |
Actions (login required)
 |
View Item |
