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All Journal Jurnal Studi Komunikasi dan Media Jurnal Studi Komunikasi Jurnal Komunikasi Profesional
Agustinus Rusdianto Berto
Universitas Multimedia Nusantara
Arts Humanities Languange, Linguistic, Communication & Media Library & Information Science Social Sciences

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Can Social Customer Relationship Management Activities Evoke Customer Loyalty? (Study of Followers on the Twitter Account @gojekindonesia) Trisha Lohanda; Agustinus Rusdianto Berto
Jurnal Studi Komunikasi dan Media Vol 25, No 2 (2021): Jurnal Studi Komunikasi dan Media
Publisher : BPSDMP Kominfo Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31445/jskm.2021.4439

Abstract

Gojek is Indonesia's most significant creative economy industry that implements a Social Customer Relationship Management (CRM) strategy by utilizing Twitter to build interaction and engagement with its customers for long-term goals. This study aims to determine the influence of Social CRM activities undertaken by the @gojekindonesia Twitter account on customer loyalty. Therefore, this research surveyed 281 followers of the @gojekindonesia account, selected using a systematic random sampling technique. Statistical analysis of the collected data discovered some interesting findings. First, most of the followers are individual customers –only a few are drivers and merchants– who also use other similar competitor applications. Nonetheless, secondly, the regression analysis found a powerful influence on Gojek's SCRM activities in inducing their loyalty (83,5%), especially on @gojekindonesia's ability to identify context and sentiment in their content creation (analytic dimensions) which encourage active engagement of customers in using various services in Gojek application (customer value dimension). Keywords: customer loyalty; Gojek Indonesia; social customer relationship management; Twitter
Jaringan dan Komentar Viral Marketing Pantene Indonesia Miracles Hair Supplement Baru Pada Akun Youtube Pantene Indonesia Francisca Bertha Vistika Putri; Daniel Susilo; Agustinus Rusdianto Berto
Jurnal Komunikasi Profesional Vol. 6 No. 3 (2022)
Publisher : Fakultas Ilmu Komunikasi Universitas dr. Soetomo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1547.948 KB) | DOI: 10.25139/jkp.v6i3.4705

Abstract

Viral marketing is the main goal of marketers in conveying messages so that their products or services can be seen by many people. However, viral marketing does not always get a positive response from the public. In this study, the researcher wanted to see how the network was formed so that the advertisement for the New Pantene Miracles Hair Supplement could go viral and comment on the advertisement on Youtube. Apart from that, we also saw the impact of the Viral advertisement after several months of being broadcast on Youtube on other media such as Twitter. That way, this research is expected to be a reference for marketers in creating viral marketing. This research uses the social network analytic method by analyzing Youtube networks and comments with the help of the Netlytic and Gephi applications. The results found that the network on Youtube did not form a large group because many comments were independent, while in terms of comments tended to be positive. While on Twitter, a small network of conversations is still formed after three months of advertisements. However, the comments are more in the direction of the Pantene campaign about tired hair and the network is not large considering the number of people who post this content is not as many as when the ad was running.
Proses Pengambilan Keputusan Adopsi Inovasi Aplikasi Gramedia Digital Wa Ode Wulan Ratnaningsih; Endah Murwani; Agustinus Rusdianto Berto
Jurnal Komunikasi Profesional Vol. 6 No. 6 (2022)
Publisher : Fakultas Ilmu Komunikasi Universitas dr. Soetomo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (412.331 KB) | DOI: 10.25139/jkp.v6i6.5294

Abstract

This study aims to determine how the process of consumers adopting Gramedia Digital application innovations and consumer behavior in making decisions about these innovations. The research is descriptive qualitative. The research subjects were 10 consumers of Gramedia Digital application users who were interviewed in depth. The results of the interview will be examined through the concept of diffusion and adoption of innovation as well as a consumer decision-making model which includes three stages, the input, process, and output stages. The results obtained consumers decide to use Gramedia Digital innovation based on five stages, awareness, interest, evaluation, trial, and adoption. The decision-making stage, the innovation adoption stage is carried out by consumers, namely accepting and using Gramedia Digital innovation products because they provide satisfaction to consumers. Consumers do not feel any cognitive dissonance after purchase, instead they make repeat purchases. Satisfied customers will make e-WoM, repeat purchases, and recommend innovative products, both digital books sold by Gramedia Digital and Gramedia Digital applications. Penelitian ini bertujuan untuk mengetahui bagaimana proses konsumen mengadopsi inovasi aplikasi Gramedia Digital serta perilaku konsumen dalam pengambilan keputusan terhadap inovasi tersebut. Penelitian bersifat kualitatif deskriptif. Subjek penelitian adalah 10 konsumen pengguna aplikasi Gramedia Digital yang diwawancara secara mendalam. Hasil wawancara akan diteliti melalui konsep difusi dan adopsi inovasi serta model pengambilan keputusan konsumen yang meliputi tiga tahapan yaitu, tahap masukkan (input), proses, dan keluaran (output). Hasil yang didapat Konsumen memutuskan untuk menggunakan inovasi Gramedia Digital berdasarkan pada lima tahapan, yaitu awareness, interest, evaluasi, trial, dan adopsi. Tahap pengambilan keputusan, tahap adopsi inovasi dilakukan konsumen, yaitu menerima dan menggunakan produk inovasi Gramedia Digital karena memberikan kepuasan pada konsumen. Konsumen tidak merasakan adanya disonansi kognitif setelah pembelian justru melakukan pembelian ulang. Pelanggan yang puas akan melakukan e-WoM, pembelian berulang, dan merekomendasikan produk inovasi baik buku digital yang dijual Gramedia Digital maupun aplikasi Gramedia Digital.
Di Balik Fanatisme Suporter Indonesia: Mobilisasi Dukungan Politik Melalui Tagar #SepakbolaKanjuruan vs #DukungPSSI 2022 Ratna Yustisia Purwaningtyas; Agustinus Rusdianto Berto; Endah Murwani
Jurnal Komunikasi Profesional Vol. 7 No. 3 (2023)
Publisher : Fakultas Ilmu Komunikasi Universitas dr. Soetomo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jkp.v7i3.6160

Abstract

Tragedi Sepakbola Kanjuruan di Malang pada tanggal 1 Oktober 2022 menjadi perhatian dan perbincangan di media sosial Twitter yang memunculkan berbagai tagar diantaranya tagar #SepakbolaKanjuruan dan tagar #DukungPSSI. Melalui kedua tagar yang berbeda ini peneliti akan mengidentifikasi struktur jaringan, kelompok dan peran aktor dalam kedua tagar tersebut. Penelitian ini mengacu pada Theory of Digital Movement of Opinion (DMO) dan Digital Fandom. Tujuan dari penelitian ini adalah untuk mengetahui apakah tagar yang berbeda, yaitu tagar #SepakbolaKanjuruan dan tagar #DukungPSSI, dapat menghasilkan mobilisasi yang berbeda pada media sosial. Metode yang digunakan dengan pengumpulan data melalui media sosial twitter. Penelitian ini menggunakan pendekatan kuantitatif yang bersifat deskriptif. Data dikumpulkan melalui perbincangan di media twitter dengan tagar #sepakbolaKanjuruan dari tanggal 2 Oktober 2022 hingga 4 oktober 2022 menghasilkan 2500 tweet sedangkan perbincangan tagar #DukungPSSI dikumpulkan dari tanggal 14 November hingga 22 November 2022 menghasilkan 86 tweet. Data diolah dan dianalisis menggunakan Analisa Jaringan Sosial (SNA) diproses menggunakan perangkat lunak Netlytic. Hasil penelitian menunjukkan bahwa ada perbedaan dalam struktur jaringan, kelompok dan peran aktor . Pada tagar #SepakbolaKanjuruan struktur jaringannya lebih bersifat Homogen , kelompok lebih terorganisir dan peran aktornya lebih dua arah sehingga memunculkan interaksi parasosial atau digital fandom sedangkan untuk tagar #DukungPSSI yang digunakan oleh tweet politik pendukung kandidat Ketua PSSI memunculkan struktur yang lebih heterogen, kurang aktif , cenderung tidak terorganisir dan peran aktornya satu arah. Identifikasi yang dihasilkan tagar #Sepakbola Kanjuruan terlihat lebih dapat memobilisasi khalayak publik dalam suatu opini daripada tagar #DukungPSSI.
Optimisme saat pandemi: strategi storytelling pada video promosi destinasi pariwisata super prioritas Dian Nuranindya; Agustinus Rusdianto Berto; Anabel Yevina Mulyadi Wahyu
Jurnal Studi Komunikasi Vol. 7 No. 2 (2023)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v7i2.5446

Abstract

As domestic tourist arrivals begin to grow amid the easing of the Covid-19 pandemic in Indonesia, the Ministry of Tourism and Creative Economy (Kemenparekraf) of the Republic of Indonesia is optimistic about the revival of the tourism sector in 2021. For this reason, the Ministry of Tourism and Creative Economy produces promotional videos for Wonderful Indonesia storytelling style that prioritizes super priority tourist destinations. This study aims to evaluate the use of digital storytelling strategies in promotional video content for Lake Toba, Lombok, Labuan Bajo, and Borobudur. The exploratory sequential mixed methods design was used to obtain qualitative and quantitative data. Based on directed qualitative content analysis using the concept of storytelling heroes journey structure, the four video contents highlight the domination of hero characters in the story structure. However, the most complete content of heroic characters is found in the video for the destination of Borobudur, rather than Lake Toba, which has the highest production costs. Then, based on the results of experimental validation of the findings of previous qualitative data, it was found that the digital storytelling technique used was able to moderately influence the positive image of the four destinations. Digital storytelling for tourism promotion videos in the future needs to integrate the complete structure of heroic stories by involving a variety of supporting characters, both protagonists and antagonists, as well as incorporating elements of economy and pacing in the content
Netizens’ perspectives on police repression in agrarian conflict within Seruyan, Central Kalimantan Martinus Edwin Ferdinand Thanos; Agustinus Rusdianto Berto
Jurnal Studi Komunikasi Vol. 8 No. 2 (2024)
Publisher : Faculty of Communications Science, Dr. Soetomo University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25139/jsk.v8i2.8265

Abstract

As an agricultural country, Indonesia utilises the land management sector of the community to realise welfare. However, the implementation in the community often causes conflict, as in Seruyan Regency, Central Kalimantan. This research aims to determine how Computer-Mediated Discourse Analysis (CDMA) can show community responses related to conflicts that occur in Bangkal Village, Seruyan Regency, Central Kalimantan. There were five accounts divided into two groups, which dominated and succeeded in providing a stimulus for other social media users to comment on the conflict that occurred. The analysis was conducted using Netlytic with 1074 nodes and 1214 edges. The results of the study found that netizens who commented on KOMPASTV uploads based on context provided views that created their perceptions of the conflict that occurred.
Co-Authors Anabel Yevina Mulyadi Wahyu Daniel Susilo Dian Nuranindya Endah Murwani Francisca Bertha Vistika Putri Martinus Edwin Ferdinand Thanos Ratna Yustisia Purwaningtyas Trisha Lohanda Wa Ode Wulan Ratnaningsih