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All Journal Lontar : Jurnal Ilmu Komunikasi Jurnal Kommunity Online
Gayatri Atmadi
Universitas Al Azhar Indonesia
Social Sciences Other

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Dialogic Customer Communication on Instagram: Representing Relationships Building in Slow Bar Coffee Shops Kussusanti Kussusanti; Gayatri Atmadi; Nurul Robbi Sepang
LONTAR: Jurnal Ilmu Komunikasi Vol. 14 No. 1 (2026): Lontar : Jurnal Ilmu Komunikasi (IN PRESS)
Publisher : Program Studi Ilmu Komunikasi Universitas Serang Raya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30656/lontar.v14i1.11777

Abstract

This study examines how dialogic customer communication is represented through Instagram content published by slow-bar coffee shops. Using qualitative content analysis, the study analyzes 100 Instagram posts uploaded by two prominent slow-bar coffee shops in Yogyakarta, Indonesia, namely @klinikkopi and @tadasih, between January 1, 2022, and September 30, 2024. The analysis identifies eight elements of dialogic customer communication: openness, empathy, supportiveness, positiveness, equality, trustworthiness, benevolence, and commitment. The findings reveal that commitment, benevolence, and positiveness are the most prominent elements represented in the Instagram narratives. Analysis of netizens’ comments further indicates that audiences positively interpret and appreciate these relational values. The findings suggest that Instagram functions not merely as a promotional platform but as a digital dialogic space through which emotional attachment and long-term customer relationships are cultivated. The study contributes to the development of dialogic customer communication by demonstrating the salience of commitment, benevolence, and positiveness in digital hospitality contexts. Furthermore, the findings suggest that benevolence, which has received limited attention in interpersonal communication literature, may serve as a complementary dimension to DeVito’s interpersonal communication framework. Practically, the study highlights the importance of communicating relational values through digital platforms to strengthen customer relationships and foster loyalty.
PENGELOLAAN STAKEHOLDER RELATIONS MELALUI AKTIVASI SPECIAL EVENT  PADA KOMUNITAS LOMBOK WOMANPRENEUR CLUB Ruvira Arindita; Shaina Babheer; Safira Hasna; Gayatri Atmadi
Jurnal Kommunity Online Vol. 7 No. 1 (2026): Jurnal Kommunity Online
Publisher : Program Studi Pengembangan Masyarakat Islam (PMI) FDIKOM, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/jko.v7i1.50680

Abstract

Kewirausahaan perempuan memegang peran penting dalam mendorong pertumbuhan ekonomi, salah satunya di wilayah Nusa Tenggara Barat (NTB). Komunitas Lombok Womenpreneur Club (LWC) menjadi pelopor pemberdayaan ekonomi perempuan melalui pelatihan, edukasi, dan penyelenggaraan event tahunan Womanpreneur Day. Pengelolaan relasi dengan beragam pemangku kepentingan menjadi hal yang rentan konflik karena masing-masing memiliki kepentingan yang berbeda. Penelitian ini bertujuan untuk menganalisis pengelolaan stakeholder relations melalui aktivasi special event pada komunitas LWC. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus, teknik purposive sampling, dan pengumpulan data melalui wawancara mendalam, observasi, serta dokumentasi. Hasil penelitian menunjukkan bahwa pengelolaan stakeholder relations pada event LWC Womanpreneur Day melalui lima tahap yaitu pemetaan stakeholder dengan membaginya berdasarkan skala prioritas, visualisasi stakeholder dengan menentukan alur kerja tim dan hubungannya dengan masing-masing stakeholder, engagement melalui komunikasi dua arah dan pelibatan stakeholder sesuai dengan pembagian peran masing-masing serta ditutup dengan monitoring untuk menunjukkan transparansi kegiatan. Untuk komunitas, event ini menjadi medium untuk memperluas jaringan usaha, meningkatkan kapasitas anggota, dan membentuk citra komunitas yang profesional. Secara internal, kegiatan ini memperkuat solidaritas dan loyalitas anggota. Pengelolaan stakeholder relations melalui special event yang dilakukan LWC dapat memperkuat pemberdayaan perempuan dan membangun kerja sama yang berkelanjutan dengan mitra strategis yaitu dunia perbankan, pemerintah dan media massa.
Co-Authors Kussusanti Nurul Robbi Sepang Ruvira Arindita Safira Hasna Shaina Babheer