Year: 2025
Type: conference-paper
Abstract: This research focuses on analyzing the communication strategy implemented by Bank XYZ Public Relations (PR) in dealing with the issue of alleged customer data leaks. In the context of a banking industry that relies heavily on customer trust, alleged data leaks can threaten the reputation and loyalty of customers to the bank. Therefore, PR response is very important to maintain public trust and minimize the negative impact that can arise from the spread of information that is not necessarily true. This research uses a qualitative method with a case study approach at Bank XYZ. Primary data was collected through interviews, direct observation of the bank's communication during the crisis, and documentation related to communication policies. In addition, secondary data such as official reports and media releases were also used to support the analysis. A triangulation approach of techniques and sources was used to ensure the validity of the data collected, with the aim of evaluating the effectiveness of Bank XYZ PR communication strategy. This research seeks to understand how the bank's PR responded to the data leak issue, as well as the steps taken to maintain reputation and restore customer trust.
Author: Aninditha Sulistya putri
Institution: State University of Jakarta
Language: English
Subfield: Communication
Field: Social Sciences
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4409711995