Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
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All Journal Communica : Journal of Communication Data : Journal of Information Systems and Management
Muhammad Raqib Bin Mohd Sofian
Universiti Sains Islam Malaysia
Computer Science & IT Decision Sciences, Operations Research & Management Languange, Linguistic, Communication & Media Social Sciences

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Public Relations Coordination during Water Service Disruptions at Perumda Tugu Tirta in Malang, Indonesia: An Organizational Ethnography Elchin Gashimov; Rr. Hawik Ervina Indiworo; Muhammad Raqib Bin Mohd Sofian; Almighty C. Tabuena
Communica : Journal of Communication Vol. 3 No. 4 (2025): October 2025
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/communica.v3i4.1968

Abstract

Water service disruptions require public relations personnel to coordinate uncertain technical information with customers’ immediate communication needs. This study examines how disruption information is verified, translated, approved, distributed, and revised at Perumda Tugu Tirta, Malang, Indonesia, during January–April 2026. Using an organizational ethnographic framework, the analysis draws on 11 supplied interview accounts spanning public relations, customer service, technical operations, digital communication, and organizational documentation. Reflexive thematic analysis and reconstruction of three reported disruption episodes identified five themes: maintaining information uncertainty, translating technical updates into customer-relevant messages, synchronizing internal and external communication, balancing accessibility with documentation, and incorporating customer feedback into recovery assessments. Findings revealed collaborative coordination alongside information gaps, inconsistent message versions, and differing interpretations of service restoration. The study proposes an iterative communication process integrating technical verification and customer feedback to improve disruption management. It contributes a process-oriented understanding of public relations coordination under operational uncertainty. However, findings remain limited to the supplied interview accounts, requiring further verification of source provenance and observational triangulation before claims of completed organizational ethnography can be established.
Handling Delay and Garment Damage Complaints through WhatsApp Business: Multiple Case Studies of Laundry Microenterprises in Mojoroto, Kediri Muhammad Raqib Bin Mohd Sofian; Ratih Hesty Utami Puspitasari
Data : Journal of Information Systems and Management Vol. 4 No. 2 (2026): April 2026
Publisher : PT Penerbit Ilmiah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61978/data.v4i2.2007

Abstract

Complaint handling in laundry services involves both communication and responsibility for customers’ personal belongings. This study examines how three laundry microenterprises in Mojoroto, Kediri, handle delay and garment damage complaints through WhatsApp Business. An interpretive multiple case study draws on interview transcripts from 15 informants: three owners, three administrators, and nine customers. The study period was January–April 2026. Within-case thematic analysis and cross-case comparison examined complaint reception, evidence assessment, decision authority, remedies, follow-up, and customer trust. The accounts indicate that WhatsApp Business facilitates access and the exchange of receipts and photographs, while effective resolution depends on verified production information and coordination between administrators and owners. Delay complaints center on reliable completion estimates and timely updates; damage complaints involve uncertain garment condition before processing and disagreement over appropriate repair or compensation. Owner-dependent decisions and incomplete handovers prolong some exchanges. Customers distinguish polite treatment, implementation of an agreed remedy, and restoration of their original needs. Accepting compensation or returning to the service does not necessarily indicate full satisfaction or restored trust. The study contributes a process interpretation connecting communication, decision authority, and differentiated recovery outcomes. Practical priorities include capacity checks before accepting urgent orders, explicit administrator authority, condition documentation, scheduled updates, and separate records of remedy implementation and remaining customer concerns.
Co-Authors Almighty C. Tabuena Elchin Gashimov Ratih Hesty Utami Puspitasari Rr Hawik Ervina Indiworo