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All Journal Jurnal Komunikasi MAKNA: Jurnal Kajian Komunikasi, Bahasa dan Budaya MediaTor: Jurnal Komunikasi Jurnal Ilmu Sosial dan Ilmu Politik (JISIP) Jurnal ASPIKOM Prosiding Magister Ilmu Komunikasi Expose: Jurnal Ilmu Komunikasi Communication PARAHITA : Jurnal Pengabdian kepada Masyarakat Caraka : Indonesia Journal of Communication Jurnal Abdi Panca Marga Jurnal Komunikasi Global JURNAL SOSIAL TERAPAN (JSTR)
Mohammad Shihab
President University
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Energy Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mechanical Engineering Physics Social Sciences Other

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Journal : jurnal aspikom

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Crisis Response, Reputation, and Loyalty in the Pertamina Scandal Perdana, Abhirama Swastyayana Dian; Shihab, Mohammad
Jurnal ASPIKOM - Jurnal Ilmu Komunikasi Vol 11, No 1 (2026): Jurnal ASPIKOM
Publisher : Asosiasi Pendidikan Tinggi Ilmu Komunikasi (ASPIKOM)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24329/aspikom.v11i1.1611

Abstract

This study examines how crisis response strategy influences brand reputation, consumer sentiment, and customer loyalty during Pertamina’s 2025 corporate scandal in Indonesia, with social media engagement tested as a moderating factor. Adopting a quantitative design, the study employed Partial Least Squares Structural Equation Modeling to analyze survey data from 112 respondents exposed to the crisis. The results show that accommodative strategies significantly enhance brand reputation and generate more positive consumer sentiment, both of which strongly predict customer loyalty. Although the moderating role of social media engagement was not statistically significant, conditional analysis suggests its influence on how stakeholders interpret and react to crisis messages. The study confirms that emotional and cognitive evaluations jointly shape loyalty outcomes in ethically charged crises. These findings highlight the importance of culturally sensitive crisis communication strategies and underscore the need to integrate digital engagement dynamics in public relations responses within collectivist and highly networked societies.
Co-Authors Abhirama Swastyayana Dian Perdana Amanda Vivi Imawati Amanda Vivi Imawati Anathasia Citra Arga Sukma Bhagaskara Ayu Wahyuni Solihah Ayu Wahyuni Solihah DINDIN DIMYATI Evangga Krishna Heny Wahyu Tamara Dwi Lestari I Nyoman Musiasa I Nyoman Musiasa Krishna, Evangga Maisa, Inas Mikhail Kirtan Musiasa, I Nyoman Perdana, Abhirama SD Pheseline Felim Tansya Calista