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All Journal INTERACTION: Jurnal Pendidikan Bahasa Communication and Information Journal Journal of Innovative and Creativity Brand Communication
Hamid, Ali Imron
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Religion Computer Science & IT Control & Systems Engineering Education Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Journal : Journal of Innovative and Creativity

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Leveraging Instagram for Public Service Communication: A Case Study of LRT Jabodebek Wulandari, Yulianti Fajar; Suherman, Putri Nabila; Hamid, Ali Imron; Bastian, Yan
Journal of Innovative and Creativity Vol. 5 No. 3 (2025)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/joecy.v5i3.3721

Abstract

This study investigates how Instagram serves as a public service communication tool for LRT Jabodebek, a new urban rail transit system in Greater Jakarta, Indonesia. The research aimed to analyze the platform’s role in disseminating information, engaging users, and improving service delivery. Using a descriptive qualitative method, non-participant observation and documentation analysis were conducted on the official Instagram account @lrt_jabodebek between April and June 2025. From 461 posts, eight were selected based on engagement metrics, including schedule updates, safety campaigns, ridership milestones, and feedback responses. Findings reveal that Instagram enhanced service through real-time updates, transparency, and public education. The account frequently shared schedules, addressed complaints, and promoted commuter etiquette and safety systems. Increased engagement correlated with higher ridership from March to May 2025. The study concludes Instagram is now a central communication channel for urban transport, recommending content diversification, faster responses, and cross-platform integration for greater effectiveness.
Co-Authors A. Yudo Triartanto, A. Yudo ADHI DHARMA SURIYANTO Bastian, Yan Fajar Wulandari, Yulianti Fibriyanti, Fauzziyah Oktaviani, Amanda Putri, Icha Amaliyah Suherman, Putri Nabila Syarif Fitri, Syarif Tetelepta, Novita Tuty Mutiah Yulianti Fajar Wulandari