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Adel Abriani
Program Studi Ilmu Komunikasi, Fakultas Ekonomi dan Ilmu Sosial, Universitas Fajar
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Analisis Konten Instagram @commuterline KAI Commuter dalam Membangun Kembali Kepercayaan Publik Pascakasus Kecelakaan KRL di Bekasi Timur: Content Analysis of KAI Commuter’s @commuterline Instagram Account in Rebuilding Public Trust Following the KRL Accident in East Bekasi Adel Abriani; Natalia Rerung; Silahuddin Genda
Jurnal Kolaboratif Sains (Special Issue) - Jurnal Kolaboratif Sains (JKS) - Agustus 2026
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/jks.v9i8.11899

Abstract

Penelitian ini bertujuan menganalisis konten Instagram @commuterline dalam membangun kembali kepercayaan publik pasca kecelakaan KRL di Bekasi Timur.Analisis dilakukan menggunakan Situational Crisis Communication Theory (SCCT) sebagai landasan analisis melalui empat indikator, yaitu Instructing Information, Adjusting Information, Rebuild Strategy, dan Bolstering Strategy. Hasil penelitian menunjukkan bahwa seluruh indikator SCCT diterapkan dalam komunikasi krisis KAI Commuter, dengan Rebuild Strategy sebagai strategi yang paling dominan. Strategi tersebut diwujudkan melalui pemulihan layanan, pendampingan korban, peningkatan keselamatan, serta berbagai tindakan nyata untuk memulihkan kepercayaan publik. Selain itu, KAI Commuter juga menyampaikan informasi secara cepat, menunjukkan empati kepada korban, serta memperkuat hubungan dengan masyarakat melalui apresiasi dan edukasi keselamatan. Temuan ini menunjukkan bahwa Instagram berperan sebagai media komunikasi krisis yang efektif dalam mendukung pemulihan reputasi perusahaan dan membangun kembali kepercayaan publik. ABSTRACT This study aims to analyze the content of the @commuterline Instagram account in rebuilding public trust following the KRL accident in East Bekasi. The analysis was conducted using the Situational Crisis Communication Theory (SCCT) as the analytical framework, focusing on four indicators: Instructing Information, Adjusting Information, Rebuild Strategy, and Bolstering Strategy. The results show that all SCCT indicators were applied in KAI Commuter’s crisis communication, with the Rebuild Strategy being the most dominant. This strategy was implemented through service restoration, victim support, safety improvements, and various concrete actions to restore public trust. In addition, KAI Commuter also disseminated information promptly, demonstrated empathy toward victims, and strengthened its relationship with the public through appreciation and safety education. These findings indicate that Instagram serves as an effective crisis communication medium in supporting the company’s reputation recovery and rebuilding public trust.
Co-Authors Natalia Rerung Silahuddin Genda