PESAN LAYANAN (SERVICE MESSAGE) PADA TWEET @TELKOMSEL SELAMA PERIODE LIBUR NATAL DAN TAHUN BARU 2024-2025 : Analisis Isi Pada Akun Tweet @Telkomsel

Adinda Nasywa, . (2025) PESAN LAYANAN (SERVICE MESSAGE) PADA TWEET @TELKOMSEL SELAMA PERIODE LIBUR NATAL DAN TAHUN BARU 2024-2025 : Analisis Isi Pada Akun Tweet @Telkomsel. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

This research analyzes service messages in writings from the X account @Telkomsel during the Christmas and New Year holiday period 2024-2025 (December 25, 2024, to January 10, 2025), based on Service Message indicators from Cutlip, Center, and Broom. Using a quantitative descriptive method with content analysis, 338 relevant writings (from a total of 356 coded writings) were analyzed by 2 coders. Data are presented in frequency and percentage tables. The results show that @Telkomsel's X account writings have strong service message content, predominantly in the Effective Relationship indicator (31%) and Instruction indicator (30%). Inter-coder reliability testing yielded excellent results (94.67% based on simple percentage agreement and 0.93 based on Scott's Pi Formula), with 320 writings showing consistent results between coders. Nevertheless, the Information indicator (18%) and Assistance indicator (21%) still have relatively lower proportions. It is concluded that @Telkomsel's X account writings contain service message elements, but require improvement in the Information and Assistance indicators to optimize service quality and build stronger customer relationships.

Item Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil : 2110411002] [Pembimbing : Uljanatunnisa] [Penguji 1 : Rini Riyantini] [Penguji 2 : Rizkiya Ayu Maulida]
Uncontrolled Keywords:	Content Analysis, Public Service Communication, Service Message, Social Media, Telkomsel
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics
Divisions:	Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1) Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Ilmu Komunikasi (S1)
Depositing User:	ADINDA NASYWA
Date Deposited:	26 Aug 2025 04:14
Last Modified:	26 Aug 2025 04:15
URI:	http://repository.upnvj.ac.id/id/eprint/39206

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