TANGGAPAN KHALAYAK PENGGUNA TRANSJAKARTA TERHADAP KUALITAS PELAYANAN INFORMASI PEMPROV DKI JAKARTA PASCA KERUSUHAN AGUSTUS 2025

Yosephine, Yosephine (2026) TANGGAPAN KHALAYAK PENGGUNA TRANSJAKARTA TERHADAP KUALITAS PELAYANAN INFORMASI PEMPROV DKI JAKARTA PASCA KERUSUHAN AGUSTUS 2025. S1 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini dilatarbelakangi oleh gangguan layanan massal moda transportasi Transjakarta akibat kerusakan fisik dua puluh dua halte pascakerusuhan sosial Agustus 2025 di Jakarta. Di tengah kondisi darurat tersebut, Pemerintah Provinsi DKI Jakarta mengoptimalkan sirkulasi pesan melalui strategi komunikasi publik digital multi kanal. Penelitian ini bertujuan untuk menganalisis secara mendalam tanggapan khalayak pengguna Transjakarta terhadap kualitas komunikasi pelayanan informasi krisis tersebut ditinjau dari aspek ketersediaan, kecepatan, keakuratan, dan kemudahan akses informasi. Penelitian ini menggunakan pendekatan kualitatif deskriptif eksploratif dengan metode fenomenologi. Data primer diperoleh melalui teknik wawancara mendalam terhadap sepuluh orang informan pengguna aktif Transjakarta yang dipilih menggunakan metode purposive sampling dengan kriteria tingkat dampak operasional yang beragam. Teknik analisis data yang digunakan dalam penelitian ini adalah analisis tematik. Hasil penelitian menunjukkan adanya polarisasi tanggapan khalayak yang sangat ekstrem antara kelompok respons siber positif dengan kelompok terdampak langsung di lapangan yang mengalami kendala operasional berat. Dimensi kemudahan akses informasi menempati penilaian terbaik karena efisiensi arsitektur pesan di media sosial Instagram bagi generasi digital, meskipun ditemukan hambatan teknis berupa server error pada aplikasi resmi akibat lonjakan trafik pengakses darurat serta hilangnya sinyal seluler hingga ke level SOS di lokasi konflik. Dari segi ketersediaan dan kecepatan, informasi makro dinilai mencukupi dan responsif, namun ketersediaan informasi mikro operasional taktis rute alternatif dinilai kurang lengkap, mengalami kendala penundaan (time-lag) di siang hari, serta memicu bias inklusivitas bagi kelompok lansia dan gagap teknologi akibat diksi pesan yang terlalu formal birokratis. Pada dimensi keakuratan, dijumpai inkonsistensi data riil antar kanal resmi yang memaksa khalayak melakukan verifikasi mandiri lintas sumber dan memicu lahirnya pola kepercayaan selektif publik. Kesimpulan penelitian menggarisbawahi bahwa mutu komunikasi publik dalam situasi gangguan tidak hanya bergantung pada keaktifan akun pemerintah, melainkan ditentukan oleh interaksi dinamis ketahanan infrastruktur aplikasi, sinkronisasi data satu pintu, bahasa pesan yang inklusif, serta optimalisasi sentuhan manusia melalui petugas lapangan./This research is motivated by the mass service disruption of the Transjakarta transportation mode due to physical damage to twenty-two bus stops following the social unrest of August 2025 in Jakarta. In the midst of these emergency conditions, the Provincial Government of DKI Jakarta optimized message circulation through a multi-channel digital public communication strategy. This study aims to analyze in depth the response of the Transjakarta user audience toward the quality of the crisis information service communication, viewed from the aspects of availability, speed, accuracy, and ease of access to information. This study utilizes an exploratory descriptive qualitative approach with a phenomenological method. Primary data were obtained through in-depth interview techniques with ten informants who are active Transjakarta users, selected using a purposive sampling method with varying operational impact level criteria. The data analysis technique used in this research is thematic analysis. The results of the study show a highly extreme polarization of audience responses between the group with positive cyber responses and the group directly affected in the field who experienced severe operational obstacles. The dimension of ease of access to information occupied the best rating due to the efficiency of message architecture on Instagram social media for the digital generation, although technical obstacles were found in the form of server errors on the official application due to a surge in emergency user traffic as well as the loss of cellular signals down to the SOS level at the conflict locations. In terms of availability and speed, macro information was considered sufficient and responsive, but the availability of tactical operational micro-information regarding alternative routes was deemed incomplete, experienced time-lag constraints in the afternoon, and triggered an inclusivity bias for the elderly and tech-illiterate groups due to message diction that was overly formal and bureaucratic. In the accuracy dimension, inconsistencies in real data between official channels were found, which forced the audience to conduct independent cross-source verification and triggered the emergence of public selective trust patterns. The research conclusion underlines that the quality of public communication in disruption situations does not only depend on the activeness of government accounts, but is determined by the dynamic interaction of application infrastructure resilience, single-window data synchronization, inclusive message language, and the optimization of the human touch through field officers.

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