Hubungan Counter Release di Official Account Facebook Lion Air Group dengan Kepercayaan Konsumen

Abstract

Abstract. The rapid development of the media makes it easy to get positive or negative information. Negative news can damage consumer trust in a product or service company. News about the wide spread of passenger data on the media can damage consumer trust in the Lion Air Group company. Therefore the company needs to do a counter to save consumer trust. This study aims to determine the extent of the counter release relationship on Lion Air Group's official Facebook account with Consumer Trust. This research method uses a quantitative approach with correlation studies. Data collection techniques in this study used a questionnaire, literature study and observation. The population in this study is the Lion Air airline consumers who follow the official Lion Air Group account on Facebook who provide comments and responses (likes, super, haha, wow, sad and angry) clarification of passenger data press release leaked on September 25, 2019, while The sample in this study were 25 people. The sampling technique used in this study is non probability sampling with purposive sampling technique. The data analysis technique used in this study uses statistical analysis presented in tabular and descriptive form.

Keywords: Media Relations. Counter release, Consumer Trust