Hafizhah, Tabina Rafa and , Rona Rizkhy Bunga Chasana, S.I.Kom., M.A (2026) Analisis Situational Crisis Communication Theory (SCCT) Pada Respon Shell Indonesia Dalam Mengatasi Krisis Distribusi Bbm Pada Media Online Kompas.com Dan Cnnindonesia.com. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
A fuel distribution crisis is a condition where the fuel distribution process to the public is disrupted, which can trigger public unrest and reduce trust in energy providers. In this context, the crisis experienced by Shell Indonesia has become a public spotlight due to the high level of public trust in the company, especially after the emergence of fuel adulteration cases involving Pertamina. This condition makes Shell Indonesia a more trusted alternative, so that the distribution disruptions that occurred triggered public attention and reactions. This study aims to determine and analyze the crisis response strategies carried out by Shell Indonesia. Through content analysis of 47 news articles published by Kompas.com and CNNIndonesia.com in the period August - October 2025. The Situational Crisis Communication Theory (SCCT) approach was used to identify the company's response strategies in online media reporting. The results show that the most dominant crisis responses are excuse and justification, which reflect reducing responsibility by emphasizing that the factors causing the crisis are beyond the company's control and minimizing the impact, as well as providing justification for the company's actions. In addition, other strategies that were also found were denial, apology, and reminder as responses in facing the crisis.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | corporate crisis, communication strategy, fuel distribution, Shell Indonesia, Situational Crisis Communication Theory (SCCT) |
| Subjects: | H Social Sciences > HE Communications H Social Sciences > HE Communications > Public Relations |
| Divisions: | Fakultas Komunikasi dan Informatika > S1 Ilmu Komunikasi |
| Depositing User: | TABINA RAFA HAFIZHAH |
| Date Deposited: | 12 May 2026 11:11 |
| Last Modified: | 12 May 2026 11:11 |
| URI: | http://eprints.ums.ac.id/id/eprint/144957 |
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