Analisis respon keluhan pengikut akun twitter Indihome selama pandemi COVID-19 di Indonesia = Analysis of the Complain Response from Indihome’s Twitter Followers throughout the Covid-19 Pandemic in Indonesia

Xavier, Bintang Azriel (2022) Analisis respon keluhan pengikut akun twitter Indihome selama pandemi COVID-19 di Indonesia = Analysis of the Complain Response from Indihome’s Twitter Followers throughout the Covid-19 Pandemic in Indonesia. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Internet merupakan salah satu kebutuhan yang penting bagi seluruh masyarakat Indonesia. Perkembangan pengguna Internet di Indonesia terus berkembang khusus nya ketika fenomena pandemi Covid-19 terjadi. PT.Telkom merupakan salah satu penyedia jasa Internet ternama di Indonesia dan memiliki banyak pengguna. Sejak fenomena tersebut terjadi di Indonesia, banyak sekali gangguan jaringan yang dialami khusus nya bagi para pengguna IndiHome. Pengguna IndiHome memanfaatkan media sosial khusus nya Twitter untuk mengungkapkan keluhan mereka mengenai gangguan yang dialami nya. Dalam penelitian ini, penulis akan melihat aktivitas dari pengikut akun Twitter milik IndiHome. Peneliti menggunakan teori resepsi audiens dan disonansi kognitif untuk membantu mendeteksi jika ada rasa penyesalan dari para pengguna IndiHome dengan cuitan yang ada di akun tersebut. Akun Twitter milik IndiHome terlihat banyak sekali cuitan yang memiliki unsur negative dari berbagai macam keluhan yang dialami oleh pengguna nya, namun tidak seluruh pengguna IndiHome memiliki rasa penyesalan dengan berlangganan IndiHome. / Internet is one of the most important need for the citizen of Indonesia. The growth of internet users in Indonesia is keep rising especially ever since the Covid-19 pandemic came. PT.Telkom happen to be one of the most famous internet provider in Indonesia with thousands of users. Ever since the Covid-19 pandemic came to Indonesia, there happen to have a lot of internet connection problem experienced by some users across the country. IndiHome’s users use the advantage of social media especially twitter to express their emotions towards the unlikely event they experienced from IndiHome. In this research, writer will see the activities on IndiHome’s twitter account. Writer will also use some theories which includes audience reception theory, cognitive dissonance theory to help detect if there have any remorse from users by subscribing to IndiHome with from the tweets they posted. IndiHome’s twitter account surprisingly filled with mostly hate speech from users complaining about the connection problem, but writer also finds that not all users felt remorse from subscribing to IndiHome.

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