{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,14]],"date-time":"2025-05-14T02:47:46Z","timestamp":1747190866152,"version":"3.40.5"},"reference-count":41,"publisher":"Wiley","license":[{"start":{"date-parts":[[2022,3,22]],"date-time":"2022-03-22T00:00:00Z","timestamp":1647907200000},"content-version":"unspecified","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["International Journal of Mathematics and Mathematical Sciences"],"published-print":{"date-parts":[[2022,3,22]]},"abstract":"<jats:p>The purpose of this study is to implement Discourse Network Analysis (DNA) and analyze the results in the formation of networks related to issues and actors in a news regarding consumer needs, satisfaction, and attachment to PT Pertamina. This study is the qualitative method that applies a qualitative Discourse Network Analysis (DNA) approach. Sources of DNA data come from various information in cyberspace (mass media, journals, articles, etc.) that are by the research context. Based on the search results in cyberspace, we obtained about 68 relevant news sources discussing consumer service on BBM products PT. Results of DNA taken from 68 news stories in cyberspace show that there are 45 actors from 14 different organizations who have opinions about PT Pertamina's consumers. Two actors only have a negative opinion, two actors have positive and negative opinions, and 41 actors have a positive opinion about the main issue of consumer needs. And we obtained 74 issues from the news obtained grouped into 3 main issues, namely, consumer needs, consumer satisfaction, and consumer engagement. And from 45 actors obtained from online news sources, they are grouped into 11 actor themes. Based on DNA results, it can be seen that there are several variables that have a possible influence on customer service. Variables that are likely to affect customer service include consumer needs, consumer satisfaction, and consumer engagement. The originality of this research lies in the application of DNA regarding consumer needs, satisfaction, and attachment to PT Pertamina.<\/jats:p>","DOI":"10.1155\/2022\/2412536","type":"journal-article","created":{"date-parts":[[2022,3,23]],"date-time":"2022-03-23T00:35:15Z","timestamp":1647995715000},"page":"1-11","source":"Crossref","is-referenced-by-count":0,"title":["Implementation of Discourse Network Analysis Related to News regarding PT Pertamina's Consumer Needs, Satisfaction, and Engagement"],"prefix":"10.1155","volume":"2022","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-4961-2641","authenticated-orcid":true,"given":"Adji Achmad Rinaldo","family":"Fernandes","sequence":"first","affiliation":[{"name":"University of Brawijaya, Malang, Indonesia"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-4510-1932","authenticated-orcid":true,"given":"Solimun","family":"Solimun","sequence":"additional","affiliation":[{"name":"University of Brawijaya, Malang, Indonesia"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7903-0576","authenticated-orcid":true,"given":"Lailil","family":"Muflikhah","sequence":"additional","affiliation":[{"name":"University of Brawijaya, Malang, Indonesia"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"311","reference":[{"volume-title":"Satisfaction: A Behavioral Perspective on the Consumer","year":"1997","author":"R. L. Oliver","key":"1"},{"volume-title":"Policy Debates As Dynamic Networks: German Pension Politics And Privatization Discourse","year":"2016","author":"P. Leifeld","key":"2"},{"volume-title":"Manajemen Sumber Daya Manusia Perusahaan","year":"2001","author":"A. P. Mangkunegara","key":"3"},{"volume-title":"Manajemen Sumber Daya Manusia","year":"2011","author":"M. Hasibuan","key":"4"},{"volume-title":"Manajemen Sumber Daya Manusia Untuk Perusahaan","year":"2004","author":"V. Rivai","key":"5"},{"doi-asserted-by":"publisher","key":"6","DOI":"10.1108\/ijlma-10-2016-0087"},{"volume-title":"Kamus Besar Bahasa Indonesia","year":"2006","author":"W. J. S. Poerwadarminta","key":"7"},{"volume-title":"Psikologi Suatu Pengantar Dalam Prespektif","author":"A. R.. Saleh","key":"8"},{"volume-title":"Psikologi Remaja","year":"2000","author":"A. Mappiare","key":"9"},{"volume-title":"Consumer Behavior and Managerial Decision Making","year":"2002","author":"F. R. Kardes","key":"10"},{"doi-asserted-by":"publisher","key":"11","DOI":"10.1111\/ijfs.14684"},{"volume-title":"Teori Ekonomi Makro","year":"2004","author":"P.. Rahardja","key":"12"},{"issue":"3","key":"13","first-page":"261","article-title":"The cost of capital, corporation finance and the theory of investment","volume":"48","author":"F. Modigliani","year":"1958","journal-title":"The American Economic Review"},{"volume-title":"Corporate Debt Capacity","year":"1961","author":"C. Donaldson","key":"14"},{"volume-title":"Manajemen Pemasaran","year":"2003","author":"P.. Kotler","key":"15"},{"key":"16","doi-asserted-by":"crossref","DOI":"10.1016\/0167-4870(91)90016-M","article-title":"A framework for comparing custimer satisfaction across individuals and product categories","volume":"12","author":"M. D. Johnson","year":"1991","journal-title":"Journal of Economic Psychology"},{"doi-asserted-by":"publisher","key":"17","DOI":"10.1108\/jmd-12-2016-0315"},{"key":"18","article-title":"A critical review of consumer satisfaction","volume-title":"Review of Marketing 1989","author":"Y.. Yi","year":"1991"},{"issue":"2","key":"19","article-title":"Managing consumer expectations on services","volume":"2","author":"D. L. Kurtz","year":"1993","journal-title":"Journal of Marketing Management"},{"issue":"2","key":"20","article-title":"Assessing the zimpact of customer satisfaction on customer retention","volume":"8","author":"D. K. Shin","year":"1998","journal-title":"Journal of Marketing Management"},{"doi-asserted-by":"publisher","key":"21","DOI":"10.2307\/1252059"},{"doi-asserted-by":"publisher","key":"22","DOI":"10.2307\/1252265"},{"doi-asserted-by":"publisher","key":"23","DOI":"10.2307\/1252308"},{"author":"J. W. Che","article-title":"Consumer purchase decision in Instagram stores: the role of consumer trust","key":"24"},{"volume-title":"The Marketing Toursim Products: Concepts, Issues, and Cases","year":"1996","author":"A. V. Seaton","key":"25"},{"key":"26","article-title":"Consumers\u2019 trust in a brand and the Link to brand loyalty","volume":"4","author":"G. T. Lau","year":"1999","journal-title":"Journal of Market-Focused Management"},{"key":"27","article-title":"Consumer trust, value, and loyalty in relational exchanges","volume":"66","author":"D. Sidesmukh","year":"2002","journal-title":"Journal of Marketing"},{"doi-asserted-by":"publisher","key":"28","DOI":"10.1108\/02634500510612654"},{"volume-title":"A Secure Base: Parent-Child Attachmet and Healthy Human Development","year":"1979","author":"J. Bowlby","key":"29"},{"doi-asserted-by":"publisher","key":"30","DOI":"10.1037\/0022-3514.70.3.535"},{"volume-title":"Patterns of Attachment: Assesed in the Strange Situastion and at Home","year":"1978","author":"S. Ainsworth","key":"31"},{"volume-title":"Attachment as an Organizational Framework Fpr Research on Close Relationship","year":"1994","author":"C. Hazan","key":"32"},{"volume-title":"Economic Policy Developing Countries","year":"1988","author":"J. Weiss","key":"33"},{"issue":"5","key":"34","first-page":"377","article-title":"Emotional attachment, performance, and viability in teams collaborating with embodied physical action (EPA) robots","volume":"19","author":"S. You","year":"2017","journal-title":"Motional Attachment, Performance, and Viability in Teams Collaborating with Embodied Physical Action (EPA) Robots, Journal of the Association for Information Systems"},{"doi-asserted-by":"publisher","key":"35","DOI":"10.1086\/208520"},{"key":"36","article-title":"A theory of involvement in consumer behaviour: problems and issues","volume-title":"Research in Consumer Behaviour","author":"C. W. Park","year":"1985"},{"issue":"10","key":"37","article-title":"Information search and intentions to purchase: the role of country of origin image, product knowledge, and product involvement","volume":"96","author":"Y. Rossanty","year":"2018","journal-title":"Journal of Theoretical and Applied Information Technology"},{"volume-title":"Customer Needs and Customer Satisfaction","year":"2016","author":"M. R. Rahman","key":"38"},{"doi-asserted-by":"publisher","key":"39","DOI":"10.14763\/2013.2.122"},{"volume-title":"The Science of Stories: Applications of the Narrative Framework in Public Policy Analysis","year":"2010","author":"M. D. Jones","key":"40"},{"doi-asserted-by":"publisher","key":"41","DOI":"10.17813\/maiq.4.2.d7593370607l6756"}],"container-title":["International Journal of Mathematics and Mathematical Sciences"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/downloads.hindawi.com\/journals\/ijmms\/2022\/2412536.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/downloads.hindawi.com\/journals\/ijmms\/2022\/2412536.xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/downloads.hindawi.com\/journals\/ijmms\/2022\/2412536.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,3,23]],"date-time":"2022-03-23T00:35:35Z","timestamp":1647995735000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.hindawi.com\/journals\/ijmms\/2022\/2412536\/"}},"subtitle":[],"editor":[{"given":"Chin-Chia","family":"Wu","sequence":"additional","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]}],"short-title":[],"issued":{"date-parts":[[2022,3,22]]},"references-count":41,"alternative-id":["2412536","2412536"],"URL":"https:\/\/doi.org\/10.1155\/2022\/2412536","relation":{},"ISSN":["1687-0425","0161-1712"],"issn-type":[{"type":"electronic","value":"1687-0425"},{"type":"print","value":"0161-1712"}],"subject":[],"published":{"date-parts":[[2022,3,22]]}}}