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All Journal Journal of Social Research Jurnal Indonesia Sosial Teknologi
Muhammad Najih Farihanto
Universitas Ahmad Dahlan, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Public Service Communication of PT Angkasa Pura II in Increasing Customer Satisfaction at H.A.S Hanandjoeddin Belitung Airport Adelia Febrianda; Muhammad Najih Farihanto
Jurnal Indonesia Sosial Teknologi Vol. 5 No. 11 (2024): Jurnal Indonesia Sosial Teknologi
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jist.v5i11.8795

Abstract

This research was conducted to find, describe, and explain about public service communication of PT. Angkasa Pura II Airport H.A,S Hanandjoeddin Belitung. The research method used is a descriptive qualitative research method. The data was obtained from the results of documentation studies, observations, and in-depth interviews with the staff of the authorized H.A.S Hanandjoeddin Belitung Airport. The results of this study show that public service communication carried out by H.A.S Hanandjoeddin Belitung Airport staff has been running well, but still needs improvement in terms of available facilities. The conclusion of the quality of service at H.A.S Hanandjoeddin Belitung Airport has covered five main aspects, namely physical evidence, reliability, responsiveness, guarantee, and attention, but still needs improvement in some facilities. In terms of physical evidence, the narrow waiting room facilities, lack of seats, and unavailability of garbarata make passengers comfortable, so the improvement of these facilities is important.
Digital Public Relations on Instagram in Building Public Trust: A Content Analysis Study of the @damkarjogjaistimewa Account Al Israh; Muhammad Najih Farihanto
Journal of Social Research Vol. 5 No. 4 (2026): Journal of Social Research
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/josr.v5i4.3109

Abstract

Instagram has increasingly been utilized by public service institutions as a digital public relations platform to build and maintain public trust. This study aims to analyze digital public relations practices through Instagram in building public trust on the @damkarjogjaistimewa account. The research employs a qualitative approach using descriptive content analysis of Instagram posts representing institutional communication activities. Data were collected through non-participant observation of visual content and captions, which were then analyzed based on the theoretical framework of public trust encompassing competence, care, and integrity. The findings reveal that operational documentation content is the most dominant category compared to educational and informational content. This dominance indicates that the institution’s digital communication strategy emphasizes the visibility of real performance as the primary foundation for building public trust. Educational and informational content serves as supporting elements that strengthen communication through safety literacy and information transparency. This study concludes that digital public relations practices oriented toward performance representation, safety education, and transparent communication constitute an effective strategy for emergency service institutions in building public trust in the digital era.
Co-Authors Adelia Febrianda Al Israh