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All Journal INFORMASI ETTISAL Journal of Communication Jurnal Studi Komunikasi PRofesi Humas Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Jurnal ASPIKOM JTP - Jurnal Teknologi Pendidikan Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences COMMENTATE: Journal of Communication Management Ilomata International Journal of Social Science International Journal of Science and Society (IJSOC) Journal of Social And Economics Research INJURITY: Journal of Interdisciplinary Studies Journal Research of Social Science, Economics, and Management Mediator: Jurnal Komunikasi SOSIO KONSEPSIA: JURNAL PENELITIAN DAN PENGEMBANGAN KESEJAHTERAAN SOSIAL Jurnal Spektrum Komunikasi journal of social and economic research Edumaspul: Jurnal Pendidikan Jurnal Ilmu Komunikasi dan Bisnis
Boer, Rino Febrianno
Institut Komunikasi Dan Bisnis LSPR
Religion Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Public Health Social Sciences Other

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Penggunaan Attribution Theory pada Penanganan Komplain Nasabah Melalui Instagram @bankbri_id oleh Customer Service Digital Rochmah Sri Lestari; Rino Febrianno Boer
Jurnal Ilmu Komunikasi dan Bisnis Vol 7 No 1: Oktober 2021
Publisher : Universitas Tarakanita

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36914/tqpatk56

Abstract

Pada Instagram Bank Rakyat Indonesia yaitu @bankbri_id terdapat beberapa komentar komplain yang nasabah tuliskan. Penelitian ini fokusnya pada penggunaan Attribution Theory yang digunakan pada proses penyelesaian komplain. Fakta yang mendasari penelitian ini adalah pelanggan merasa tidak puas dengan pelayanan yang diberikan oleh perusahaan.Komentar komplain yang ada pada media sosial perusahaan harus segera diselesaikan untuk menjaga kualitas pelayanan dan reputasi perusahaan. Penelitian ini menggunakan pendekatan kualitatif dengan metode netnografi yaitu metode yang digunakan untuk meneliti komunikasi yang dilakukan oleh individu secara digital yaitu melalui media sosial. Hasil penelitian menunjukkan bahwa Customer Service Digital Bank Rakyat Indonesia menggunakan Atribut Internal dalam menghadapi nasabah yang berpotensi menghasilkan komentar negatif serta viral di Instagram @bankbri_id dan menerapkan Atribut Eksternal pada nasabah yang baru pertama kali melakukan komplain dan nasabah yang sudah sering komplain, tetapi potensi viralnya relatif kecil. Penelitian ini dapat menjadi referensi bagi perusahaan khususnya yang mempunyai divisi layanan pelanggan secara digital.
The Exploring emotional factors behind brand loyalty among taxi users in Jakarta Boer, Rino Febrianno; Nurfitriandra, Utari
Jurnal Studi Komunikasi Vol. 9 No. 2 (2025)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v9i2.10062

Abstract

study explored how Bluebird, a leading legacy taxi brand in Indonesia, sustains customer loyalty amidst the rise of digital ride-hailing services. Facing digital disruption, Bluebird’s strategy of blending tradition with innovation provides valuable insights into how established brands can adapt to a rapidly evolving market. a combination of statistical modelling and path analysis grounded in Katz’s Uses and Gratifications Theory, the study distributed structured questionnaires to 251 purposively selected respondents specifically individuals who has used Bluebird taxi services at least three times in the past three months in Jakarta to capture constructs such as sensory and affective experience, emotional attachment, brand satisfaction, and brand love. Statistical modelling via SmartPLS 3.0 and path analysis revealed that while brand experience significantly influences brand loyalty, brand satisfaction does not have a direct effect. Instead, emotional attachment and love mediate this relationship, with through the indicator of sustain commitment, where respondents showed a strong sense of belonging to the brand. These findings highlight that in a highly competitive urban mobility market, functional satisfaction is no longer sufficient; emotional connection is key. Practical strategies such as loyalty programs, driven marketing, and brand storytelling are recommended to enhance customer retention.
Study Of Parasocial Interaction Between Bangtan Boys (BTS) And Army In Indonesia: The Meaning Of One-Way Closeness Between Fans And Idols Vidya Alisya; Sharfina Nurhayati; Rino Febrianno Boer
Interdiciplinary Journal and Hummanity (INJURITY) Vol. 2 No. 5 (2023): INJURITY: Journal of Interdisciplinary Studies.
Publisher : Pusat Publikasi Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58631/injurity.v2i5.70

Abstract

The relationship that exists between fans and their idols is considered to have a special meaning. The existence of distance and time makes fans only able to see their idol from television or social media which happened in one direction. The one-way relationship builds parasocial interactions between fans and their idols where fans feel they understand, care, and sense how their idols felt. Parasocial interactions were experienced by fans and their idols, including BTS and their fans called ARMY. This study uses a qualitative method. This research on BTS and ARMY aims to find out what forms of parasocial interaction are carried out by ARMYs with BTS and how ARMYs interpret these interactions. The research was conducted on six participants who are ARMYs. Data collection was conducted by interview and literature study. The study was conducted in Jakarta from March to July 2022. The research was conducted by linking the answers of the informants using Hoffner's four parasocial interaction effects, which are sense of companionship, pseudo-friendship, role models in behavior, and personal identity. Researchers found that the parasocial effect is described as a form of admiration of fans for their idols. Also, ARMY considers that the parasocial interactions that occur with BTS have a positive impact and that positive impact were implemented in everyday life
Cyberintimacy Involvement on Building Emotional Intimacy in Close Relationship on Indonesian Tinder Users Fahira Syifa Machfudz; Rino Febrianno Boer; Nicky Wongso
Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Vol. 6 No. 2 (2021): December 2021 - Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia
Publisher : Ikatan Sarjana Komunikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25008/jkiski.v6i2.557

Abstract

Tinder, as one of the most popular online dating applications, is nicknamed as the hookup app. The negative perceptions inherent among the public were born because of how users in western countries operate the application, which does not follow the norms adopted in Indonesia. Many people assume that most Tinder users are those who are not looking for a long-term romantic relationship. The possibility of getting a partner who will commit to the relationship is not a common idea. This research aims to understand the development process of emotional intimacy and the initiation of a close relationship between Tinder users who have managed to find their partner through the Tinder application and communication mediated by computers (internet). This research uses a qualitative approach. In-depth interviews and Netnographic observations were used as the primary and secondary data collection techniques. This study indicates that although many Tinder users in Indonesia use Tinder similar to how people in western countries do, many users have finally succeeded in building long-term close relationships. Therefore, the perception about small numbers of Tinder users looking for long-term romantic relationships is not accurate.
Co-Authors Amanda, Novia Arroisi, Akrom Arsita Putri, Ni Putu Mahesa Athaya, Nabila Dewi Basir, Yulinda Cristy, Rachel Dea Riyana Wahyuni Dwiastuti, Winda Ernungtyas, Niken Febrina Fahira Syifa Machfudz Femmy, Femmy Harjoko, Ivone Joevi Roedyati Kusumadewi, Rr. Indrawati Nicky Wongso Niken Febrina Ernungtyas Nizvi Varra Azqiya Nurfitriandra, Utari Nurifai, Salsabila Hanoum Qadrifa, Sabrina Sofi Radilatujani, Almer Rochmah Sri Lestari Sharfina Nurhayati Vidya Alisya Vininda Aulia Windy Melliani Mandari Wulan Dewi, Hasandra Yahya, Marsha Edwina Yulianti, Wulan Zakaria, Muchammad Hatta