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All Journal Kinesik Telematika : Jurnal Informatika dan Teknologi Informasi Kanal : Jurnal Ilmu Komunikasi Nomosleca ETNOSIA : Jurnal Etnografi Indonesia JURNAL SIMBOLIKA: Research and Learning in Communication Study Jurnal ASPIKOM MetaCommunication; Journal Of Communication Studies Jurnal Representamen NUSANTARA : Jurnal Ilmu Pengetahuan Sosial PRoMEDIA EQIEN - JURNAL EKONOMI DAN BISNIS JIKE : Jurnal Ilmu Komunikasi Efek Satwika : Kajian Ilmu Budaya dan Perubahan Sosial Jurnal Komunikasi Universitas Garut: Hasil Pemikiran dan Penelitian Jurnal Gema Ngabdi LINIMASA: JURNAL ILMU KOMUNIKASI Komunikologi: Jurnal Pengembangan Ilmu Komunikasi dan Sosial Warta Ikatan Sarjana Komunikasi Indonesia The Journal of Society and Media Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) Metafora: Education, Social Sciences and Humanities Journal JIIP (Jurnal Ilmiah Ilmu Pendidikan) RESLAJ: RELIGION EDUCATION SOCIAL LAA ROIBA JOURNAL Abdimasku : Jurnal Pengabdian Masyarakat Jurnal Ilmu Komunikasi Jurnal Ilmu Komunikasi Nusantara Science and Technology Proceedings Global and Policy Journal of International Relations Jurnal Dakwah dan Komunikasi Jurnal Ilmiah Wahana Pendidikan Da'watuna: Journal of Communication and Islamic Broadcasting JURNAL ILMIAH GLOBAL EDUCATION KARYA: Jurnal Pengabdian Kepada Masyarakat Jurnal Pengbdian Teknik Mesin Jurnal Pengabdian Kepada Masyarakat Jurnal Signal Hulondalo Jurnal Ilmu Pemerintahan dan Ilmu komunikasi (JIPIK) Jurnal Pengabdian Masyarakat Dharma Andalas Innovative: Journal Of Social Science Research Khidmatuna: Jurnal Pengabdian Masyarakat JOSAR (Journal of Students Academic Research) Kegiatan Positif : Jurnal Hasil Karya Pengabdian Masyarakat Faedah: Jurnal Hasil Kegiatan Pengabdian Masyarakat Indonesia Jurnal Spektrum Komunikasi Da'watuna: Journal of Communication and Islamic Broadcasting J-CEKI
Heidy Arviani
Program Studi Ilmu Komunikasi, Fakultas Ilmu Sosial Dan Ilmu Politik Universitas Pembangunan Nasional Veteran Jawa Timur, Surabaya, Indonesia
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Medicine & Pharmacology Public Health Social Sciences Other

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Journal : JURNAL ILMIAH GLOBAL EDUCATION

 1 
Manajemen Komunikasi dalam Situasi Krisis: Studi Kasus “Mishandled Baggage” di JAS Airport Services di Bandara Internasional Juanda Surabaya Ramadhan, Muhammad Farhan; Indriastuti, Yudiana; Arviani, Heidy
Jurnal Ilmiah Global Education Vol. 6 No. 3 (2025): JURNAL ILMIAH GLOBAL EDUCATION
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/jige.v6i3.4117

Abstract

The mishandled baggage incident at JAS Airport Services reflects the weakness of communication management within the complex and dynamic environment of ground handling operations. This study aims to analyze communication management strategies in responding to crises and evaluate their effectiveness in maintaining service quality. Employing a qualitative approach with a case study design, data were collected through in-depth interviews, field observations, and documentation. The findings reveal that internal communication failures—ranging from the lack of enforcement of communication objectives to the absence of regular evaluations—were the root causes of the crisis. As a result, JAS not only suffered financial losses but also faced reputational risks with international airlines as key clients. Linked to the SERVQUAL model, the incident affected several dimensions, including reliability, responsiveness, assurance, and empathy. This study highlights that communication must become an organizational culture, not merely an administrative procedure, in order to maintain service quality and prevent recurring crises.
Co-Authors Ade Kusuma Adella Putri Macharani Adinda Larasati Darmawan Aditya Ilham Priambodo Afif Wilanda Anaqhi Agustiawati, Putri Aulia Ahmad, Namira Yunita Alamiyah, Syifa Syarifah Allan Ruhui Fatmah Sari Alya Syahputri Amelia, Estherina Amirah Shinta Permatasari Amri Muhaimin Anaziah Safitri Andisa Rizky Febrianti Angela Lisanthoni Annisa Dwi Safitri Anugrah Gultom, Daniel Aprilia Setya Kurniawati Ardhelia Damayanti Wirawan Arianto, Irwan Dwi Augustin Mustika Chairil Azzahra Siregar, Thallah Baptista Varani, Chiara Berliana, Sandra Cindhi Eka Suciani Clareta, Dyva Daffan Firzatullah, Raka Damayanti, Nita Lutfiana Dewi, Sandra Berliana Dewi, Sandra Berliana Dian Afifuddin Dian Hutami Rahmawati Dian Hutami Rahmawati Diana Aqidatun Nisa Dimas Putra Dirmagina Dina Safira Putri Dinda Febri Putri Thaher Dita Atasa Dito Yusri Putra DR. CATUR MSI SURATNOAJI Dyva Claretta Endah Murniaseh Erika Yulyawati Fadhilah Amalia, Ghina Fahrudin, Tresna Maulana Fara Amilia Jayanti Fidela Rizky Ramadhani Ghassani Shabrina Prasetyo Hadiati, Novianisa Asmar Haidar Ferdian Ilyasa Ignatia Regita Wijaya Illah, Atok Ilmi Fadlilah Indriastuti, Yudiana Indy Nadhea Safitri Jessica Charisma Perdana Kayyisa, Binta Krisna Rendi Awalludin Kusnarto Kusuma, Ade Kusuma, Ade Latif Ahmad Fauzan Linar Aprillia Vinka Tasya Lisanthoni, Angela Lutfiana, Nita Madania, Nuril Marisa Oktaviana Marsha Vella Santara Masnuna, Masnuna Mia Puspitasari Mohammad Kafi Putra Jauhari Muhaimin, Amri Muhammad Usamah Robbani Mustikasari, Ratih Pandu Mutiara Kalyaveda Natasya Candraditya Subardja Ni Made Nadia Resmarani Ninda Talita Utami Nisrina Delinda Nobertus Ribut Santoso Norsely, Febfi Novianisa Asmar Nur Hanif Nuril Madania Olivia Nibtia Rahmadillah Prasojo Putri Ambarwati Putri Aulia Aguswati Putri, Cindy Prastia Rahma Wulandari Rahmad Alfian Haryono Rakinda Wanayang Army Syah Putri RAMADHAN, MUHAMMAD FARHAN Ratih Pandu Mustikasari Ratih Pandu Mustikasari Rena Rigin Putri Ridhotul Khafshoh Islami Rima Karmelia Fernanda Ririn Puspita Tutiasri Rizky Ramadhani, Fidela Rofi Wahyu Aditama Rohmatul Afrida Nor Laili Roziana Febrianita Sabilla Mega Yustika Saifuddin Zuhri Santara, Marsha Vella Santara, Marsha Vella Santara, Marsha Vella Sari, Allan Ruhui Fatmah Satria Ikhtara Rizki Savira Izzaanti Septiana Dina Mahiro Sherly Yoland Artamevia Saputra Sofia Ayu Lestari Subardja, Natasya Candraditya Suciani, Cindhi Eka Suksmawati, Herlina Sulistiyawati Sulistiyawati Sumardjijati Sumardjijati Sumardjijati Syafrida Febriyanti Syahputri, Febriana Indah Syarizal Agam Mahendra Syifa Syarifah Alamiyah Teguh Yulianto, Teguh Thallah Azzahra Siregar Tresna Maulana Fahrudin Uswatul Husna Vembika Fathan Kusuma Via Rahma Aulinda Wibisono, Adi Yudha, Dhian Satria Yuli Candrasari Yuliansya, Tedy Dwi Yunita Safitri Zainal Abidin Achmad Zamzami, Moch