Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Setiawan, Retno Agus; Setyohadi, Djoko Budiyanto

doi:10.20473/jisebi.3.1.16-25

Cited by 8 publications

(7 citation statements)

References 20 publications

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“…Netnography is an approach that is carried out in combination, namely between the internet and ethnography, in which the online group analysis is systematically carried out [21] The netnographic method looks at computermediated social interactions [22]. Netnography is used to see the interactions that take place online between audiences and organizations [23]. Besides, it is also used to understand active audiences online who are a source of information, opinions, experiences and behaviors [24].…”

Section: Methodsmentioning

confidence: 99%

Hashtag Construction as Product of Symbolic Convergence: Berger and Luckmann’s Approach

Rewindinar

Triputra

Napitupulu

2020

JESBS

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Social media refers to technology in which organizations and individuals interact with their audiences. Organizations and individuals interact through messages that each can produce. On the Twitter platform, conversation occurs through its special characteristic, namely the hashtag symbol. This interaction is interestingly analyzed through Berger and Luckmann's view that interpersonal social interaction is a social construction of reality. A view through this objective, symbolic, and subjective reality can then be a way for public relations to overcome the initial stage of a crisis. This research aimed to explore symbolic convergence process on Twitter hashtags in the construction of the reality of Berger and Luckmann as a mechanism for crisis communication management. This research used a constructivist paradigm with a netnographic method. The interactions observed at #BUMNdukungUMKM on August 16, 2020, were then analyzed with the Berger and Luckmann social constructionist approach. The results of this research are able to answer the research objectives where symbolic convergence is a process in social construction of reality. Hashtags are dynamic processes that can lead to social discourses. Hashtag construction is product of symbolic convergence on social media as a mechanism for crisis management.

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Section: Methodsmentioning

confidence: 99%

Hashtag Construction as Product of Symbolic Convergence: Berger and Luckmann’s Approach

Rewindinar

Triputra

Napitupulu

2020

JESBS

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“…Jumlah pengguna internet aktif di Indonesia mencapai 88,1 juta. Internet ini dapat memberikan sejumlah keuntungan dan dapat merubah cara masyarakat dalam melihat informasi [7]. Bahkan kini telah hadir teknologi baru yang disebut dengan Internet of Things (IoT).…”

Section: Pendahuluanunclassified

Rancang Bangun Prototype Sistem Pendeteksi Kebocoran Gas dan Api Menggunakan Arduino

et al. 2020

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Pemerintah Indonesia melakukan program konversi bahan bakar rumah tangga pada tahun 2007 menggunakan LPG sebagai pengganti minyak tanah. Gas LPG merupakan sumber energi paling banyak dipakai masyarakat Indonesia. saat ini kualitas tabung gas LPG cenderung menurun. Penurunan kualitas ini bisa terjadi karena kurangnya pengawasan pada saat proses produksi, terutama pada proses quality control, sehingga penggunaan LPG cukup berbahaya dengan potensi yang dapat menyebabkan ledakan hingga kebakaran. Tujuan yang ingin dicapai dalam penelitian kali ini adalah merancang dan membangun sebuah prototype sistem pendeteksi kebocoran gas dan api menggunakan arduino. Metode yang digunakan dalam penelitian ini adalah metode pengembangan prototype dengan tahapan mendengarkan permasalahan dan kebutuhan pelanggan, membangun prototype, selanjutnya pelanggan melihat prototype dan mengujinya. Hasil dari penelitian ini adalah alat yang dapat mendeteksi kebocoran gas LPG dan api menggunakan mikrokontroler arduino yang dapat diaksess menggunakan smartphone dengan ratarata waktu respon untuk mendeteksi api 4,43 detik sedangkan untuk mendeteksi gas 4,18 detik.

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“…Customer complaints can be submitted in various ways, for example through customer service, the use of technology allows increased effectiveness in service recovery, social media has been widely used by companies like customer service (Setiawan & Setyohadi, 2017). Customers can submit suggestions or complaints via electronic mail, e-mail, or forums on the internet created by product selling companies to accommodate various complaints, suggestions, and criticism directly from customers, especially on social media that are free to express their opinions on their delivery services wear.…”

Section: Introductionmentioning

confidence: 99%

Classification of Customer Complaints on Instagram Comments Using Naïve Bayes Algorithm With N-Gram Feature Extension

Amsury

Ruhyana

Saputra

et al. 2020

techno

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Customer complaints about the company can be used as a form of self-evaluation and performance that has been carried out by the company, based on customer complaints the company can find out the weaknesses that exist in the company and fix them. The forms of submitting customer complaints are very diverse, currently not only by telephone, but customers also submit suggestions or complaints, customers can submit suggestions or complaints via electronic mail or e-mail or forums in cyberspace that are indeed created by product-producing companies to accommodate various complaints, suggestions, and direct criticism from consumers, especially social media that are free to express opinions on the delivery services used. Instagram is a social media that is more inclined towards images and on the other hand, has captions and comments text, a study is needed for the problem of customer complaints from shipping service users on an Instagram account of a delivery service company. Based on this background, a solution is needed in solving problems for text mining classification using Naïve Bayes with SMOTE techniques and N-Gram feature extraction with the usual process for text mining so that it can produce Naïve Bayes and SMOTE accuracy with an accuracy of 88.54%, before implementation. N-Gram and the accuracy rate increased by 1.44% after the N-Gram Term was applied to 89.98% by using a dataset of 776 Instagram comment text records that had to preprocess text.

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Analisis Komunikasi Sosial Media Twitter sebagai Saluran Layanan Pelanggan Provider Internet dan Seluler di Indonesia

Cited by 8 publications

References 20 publications

Hashtag Construction as Product of Symbolic Convergence: Berger and Luckmann’s Approach

Hashtag Construction as Product of Symbolic Convergence: Berger and Luckmann’s Approach

Rancang Bangun Prototype Sistem Pendeteksi Kebocoran Gas dan Api Menggunakan Arduino

Classification of Customer Complaints on Instagram Comments Using Naïve Bayes Algorithm With N-Gram Feature Extension

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