Komunikasi Krisis Dana Indonesia Pada Kasus “Saldo Hilang” Untuk Mempertahankan Reputasi Perusahaan

Abstract

In the era of economic digitalization 4.0, the e-wallet phenomenon is emerging and growing rapidly. In mid-2018 DANA as a digital wallet was officially launched. This year there are more and more DANA users. However, a big case occurred in the digital wallet application, namely "Lost Balance" which caused the company to experience bad issues. This case is hotly discussed on various online news portals and other online media. Therefore, this research aims to determine the crisis communication carried out by DANA. The methods used in this research are document study and internet searching. After the data has been collected, it can be concluded that this case is divided into three crisis phases, namely pre-crisis phase, crisis response phase, post-crisis phase.