MANAJEMEN KOMUNIKASI DALAM MEMBANGUN KEPERCAYAAN PUBLIK TERHADAP REPUTASI PT. J.CO DONUTS AND COFFEE
Keywords:
Manajemen Komunikasi, Kepercayaan Publik, Reputasi Perusahaan, Komunikasi Organisasi, Strategi Komunikasi, Public RelationAbstract
This study aims to examine the communication management practices employed by PT. J.CO Donuts & Coffee in building public trust and reinforcing the company's overall reputation. A qualitative research design grounded in phenomenological inquiry was adopted to explore the lived experiences and interpretations of internal organizational stakeholders regarding their communication activities. Informants were selected using purposive sampling and comprised management personnel, public relations staff, and frontline employees with direct customer engagement. Data were gathered through in-depth interviews, participatory observation, and documentary analysis, subsequently processed using the Miles and Huberman framework encompassing data reduction, data display, and conclusion verification. Findings reveal that communication conducted with consistency, transparency, and responsiveness significantly enhances public trust and cultivates a favorable corporate image. Additionally, robust internal communication and well-calibrated crisis response strategies prove essential in sustaining the company's reputation within an increasingly competitive marketplace. These results affirm the strategic centrality of communication management as a decisive driver in building and preserving corporate reputation and stakeholder confidence
Downloads
References
Argenti, P. A. (2019). Corporate communication (8th ed.). McGraw-Hill Education.
Aula, P. (2010). Social media, reputation risk and ambient publicity management. Strategy & Leadership, 38(6), 43-49. https://doi.org/10.1108/10878571011088069
Bungin, Burhan. Penelitian Kualitatif: Komunikasi, Ekonomi, Kebijakan Publik, dan Ilmu Sosial Lainnya. Jakarta: Kencana, 2017.
Cornelissen, J. (2020). Corporate communication: A guide to theory and practice (6th ed.). Sage Publications.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Sage Publications.
Cutlip, S. M., Center, A. H., & Broom, G. M. (2013). Effective public relations (11th ed.). Pearson Education.
Denzin, N. K. (2017). The research act: A theoretical introduction to sociological methods (4th ed.). Routledge.
Du, S., Bhattacharya, C. B., & Sen, S. (2010). Maximizing business returns to corporate social responsibility (CSR): The role of CSR communication. International Journal of Management Reviews, 12(1), 8-19. https://doi.org/10.1111/j.1468-2370.2009.00276.x
Fombrun, C. J., & Van Riel, C. B. M. (2004). Fame and fortune: How successful companies build winning reputations. Pearson Education.
Hardjana, A. M. (2016). Komunikasi organisasi: Strategi dan kompetensi. Kompas Media Nusantara.
Miller, K. (2015). Organizational communication: Approaches and processes (7th ed.). Cengage Learning.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Sage Publications.
Moleong, L. J. (2018). Metodologi penelitian kualitatif (38th ed.). PT Remaja Rosdakarya.
Moustakas, C. (1994). Phenomenological research methods. Sage Publications.
Raturahmi, Dewi, dan Meisani. 2021. “Strategi Komunikasi dalam Meningkatkan Reputasi Organisasi.” Jurnal Ilmu Komunikasi.
Sugiyono. (2020). Metode penelitian kualitatif. Alfabeta.
Syahriani, dan Mahmudi. 2018. “Pengaruh Komunikasi Corporate Social Responsibility terhadap Reputasi Perusahaan.” Jurnal Komunikasi.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Raissa Dwita, Nindita Meliana Putri, Ahmad Dalhas A, Alfina Nurrahhmiani, Isna Siskawati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
