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Mamay Komarudin
Universitas Bina Bangsa
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Journal : Revitalisasi : Jurnal Ilmu Manajemen

 1 
Pengaruh Media Sosial, Hubungan Masyarakat, dan Persepsi Kualitas terhadap Citra Institusi melalui Kepuasan Pelanggan sebagai Variabel Intervening pada Badan Pelindungan Pekerja Migran Indonesia Nugroho, Tulus Setyo; Sutisna, Sutisna; Komarudin, Mamay
REVITALISASI : Jurnal Ilmu Manajemen Vol 14 No 1 (2025): REVITALISASI : Jurnal Ilmu Manajemen
Publisher : Universitas Islam Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/revitalisasi.v14i1.7087

Abstract

This study aims to analyze the influence of social media, public relations, and service quality on the institutional image of BP2MI (Indonesian Migrant Worker Protection Agency) through user satisfaction. Institutional image refers to public perception of an organization’s performance, which is crucial in building public trust and enhancing BP2MI's ability to carry out its duties and functions. In recent years, the number of complaints from migrant workers has increased, indicating persistent issues in protection and services provided by BP2MI. Therefore, this research employs a quantitative approach with a survey method targeting BP2MI service users to examine the extent to which the independent variables (social media, public relations, and service quality) affect the dependent variable (institutional image) mediated by satisfaction. The findings reveal that social media, public relations, and service quality significantly influence user satisfaction, which in turn shapes a positive institutional image. This study recommends enhancing public communication strategies and developing more adaptive digital services to increase user satisfaction and strengthen the agency’s image.
Co-Authors Abdul Majid Ahmad Mukhlis, Ahmad Aisyah, ⁠Siti Nurul Andryani, Reni Aria Cendana Kusuma Aulia, Rifdah Auliana, Sigit Ayatulloh, Ayatulloh Caesarani, Sarah Didin Rasyiddin Wahyu Efi Tajuroh Afiah Ende Ende Ende Fadilah Fadilah Fidziah, Fidziah Fitriana, Herna Fita Grace Citra Dewi Hafrizal, Irham Hamidah . Hamidah Hamidah Hari Gursida Idayu, Riyanthi Iis Nurasiah Indra Kusumawati Irfan Firdaus, Irfan Firdaus Iriyanah, Iriyanah Irma Nurmala Dewi Jaka Wijaya Kusuma khaeruman Kusuma, Bayyu Indra LENI TRIANA, LENI Lesmana, Ihwan Satria Ma'arif, Muhamad Syamsul Mahfudah, Siti Nazihah Maliki, Budi Ilham Mora Mora Munawaroh Munawaroh Munawaroh Munawaroh Mutoharoh, Mutoharoh Naufal Affandi Nia Nuraeni Nugrahini Kusumawati Nugroho, Tulus Setyo Nursoleh Nursoleh Nursoleh Nursoleh Pratama Purtiningtyas, Lilis Putra Rahmatullah Rizki Amalia Saepudin Salsabila Azmi Sari, Gema Ika Siti Fatonah Siti Fatonah Sofyani, Fitri Suadma, Udin Sukmawan, Irwan Sukmawati, Dian Surani, Dewi Sutisna Sutisna Sutisna Sutisna, Nining Sulastri Syamsul Hidayat Tabroni Tamami, Maman Ubay Haki Uli Wildan Nuryanto Wahyu , Didin Rasyiddin Wahyu Widodo Wahyu Widodo Wahyu, Didin Rasyiddin Yohanes Indrayono Yuary Farradia Zahra, Surti