Tarigan, Ariel Pangihutan Ertanta and Budiarsa, Yohanes Thianika (2026) CRISIS COMMUNICATION STRATEGIES OF A STATEOWNED ENTERPRISE: A TEXT ANALYSIS OF NEWS PORTAL REPORT DURING MBZ ELEVATED TOLL ROAD CONTROVERSIES. Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

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Abstract

This research studies the crisis communication strategies that PT Jasa Marga Persero
used during the time of crisis regarding MBZ Elevated Toll Road. As a state-owned enterprise
responsible for major national infrastructure, Jasa Marga was faced with threats which are
very harmful for their reputation because the issue is related to their infrastructure quality,
technical failures, and corruption allegations. These crises put Jasa Marga in a highresponsibility

context, requiring strategic communication to maintain public trust and
institutional legitimacy. This research uses a qualitative content analysis approach, analyzing
crisis-related communications derived from official press releases and credible Indonesian
online news platforms. Guiding the research approach, this research analyzed its data using
Situational Crisis Communication Theory (SCCT) and Image Restoration Theory (IRT),
supported by a coding matrix and meaning-making framework to interpret communication
patterns, rhetorical strategies, and attribution of responsibility.

Jasa Marga used a combination of SCCT, and IRT strategies in their crisis
communication, depending on the nature of the crisis. In high-pressure situations, Jasa Marga
focused on justification and excuse strategies to reduce perceived responsibility, while not
forgetting apology and compensation in specific cases to rebuild stakeholder trust.
Additionally, communication patterns reveal a tendency to shift blame, minimize severity,
and emphasize institutional credibility through reminders of good governance practices.
Overall, while these strategies were effective in maintaining short-term stability, they also
show some limitations in maintaining a long-term trust. This is because there was an
inconsistency in transparent communication and stakeholder engagement. This study
contributes to the understanding of crisis communication in state-owned enterprises,
particularly in infrastructure-related controversies in a digital public environment.

Keywords: Crisis Communication, Jasa Marga, MBZ Elevated Toll Road, State-Owned
Enterprise, SCCT, IRT.
No.101 Ilmu Komunikasi 2026

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