Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Dinamika Ilmu Komunikasi
Octaviani, Siti Aisyah
Unknown Affiliation
Languange, Linguistic, Communication & Media Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Strategi Komunikasi dalam Peralihan Layanan Digital PT Bank Negara Indonesia Octaviani, Siti Aisyah
Jurnal Dinamika Ilmu Komunikasi Vol 11, No 2 (2025)
Publisher : Universitas Prof. Dr. Moestopo (Beragama)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32509/dinamika.v11i2.6045

Abstract

This study aims to analyze the communication strategies implemented by BNI KC Pasar Mayestik in managing the transition toward digital services and to explore customer feedback regarding the transformation process. A qualitative descriptive method was employed, involving in-depth interviews, field observations, and documentation of digital service activities. The findings reveal that BNI KC Pasar Mayestik adopted adaptive, empathetic, and participatory communication strategies to enhance customer understanding of the service changes. These strategies were carried out through the development of clear messages, the balanced use of digital and face-to-face communication channels, and intensive staff training to improve digital communication competence. Empathetic communication emerged as a key factor in maintaining customer trust during the transition period. Customer feedback indicated that most clients felt supported and guided in adapting to the new digital systems. This research contributes to the development of the E-Leadership Communication Adaption Model (ECAM) by emphasizing the significance of human-centered and responsive strategic communication in ensuring the success of digital transformation within the banking sector.
Co-Authors