Maulina Pia Wulandari, Samantha Bella Puri Bahesa, Ivan Bima Wachid, Mohamad-Noor Salehhudin Sharipudin, Siti Dahlia
The study analyses the timing and characteristics of the Indonesian National Police (POLRI)’s initial crisis response after the Kanjuruhan Stadium incident in October 2022 and the effects of these measures on public trust. The study aims to assess the efficacy of POLRI’s communication in the initial seven days of the crisis and to determine how strategic shifts, namely from defensive to conciliatory tactics, influenced public opinions. The study employed a descriptive qualitative methodology, incorporating content analysis of official statements and news reports along with document analysis of survey data and public documents. Thematic coding was used to classify POLRI’s replies into defensive techniques (e.g., denial, rationalisation, blame-shifting) and accommodating methods (e.g., apologies, corrective measures, and expression of concern). The study’s findings indicate that POLRI initially postponed communication and employed defensive tactics, including denial of accountability and ascribing blame to external elements such as stadium infrastructure and spectator conduct. In response to escalating media scrutiny and popular indignation, POLRI adopted conciliatory actions, including terminating personnel and public apologies. Nonetheless, these reactions were frequently technical and devoid of emotional impact, accompanied by apologies for neglecting to recognise critical actions—such as the use of tear gas—that led to casualties. The study illustrates that response time and contradictory messaging eroded public trust, consistent with Situational Crisis Communication Theory (SCCT) and Attribution Theory forecasts. This study theoretically enhances crisis communication literature by demonstrating how strategic inconsistencies and delayed empathy in high-fatality, state-managed disasters can exacerbate public blame and undermine institutional legitimacy. © SEARCH Journal 2025.
Universitas Brawijaya, Indonesia; Universiti Putra Malaysia, Malaysia
