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"Penelitian ini bertujuan untuk menganalisis strategi consumer engagement yang dilakukan oleh akun Facebook dan Twitter milik AirAsia Indonesia dan Garuda Indonesia serta tahapan consumer engagement yang telah dicapai pada periode 11 Mei – 11 Juni 2014. Penelitian ini adalah penelitian evaluatif dengan mengumpulkan data secara kuantitatif dan kualitatif yang dilakukan melalui bantuan perangkat lunak pengukur media sosial dan secara manual. Hasil penelitian menunjukkan bahwa strategi consumer engagement yang dilakukan oleh AirAsia Indonesia dan Garuda Indonesia masih sangat minim, namun kedua maskapai mencapai tahapan consumer engagement yang berbeda, di mana tahapan consumer engagement yang dicapai Garuda Indonesia lebih unggul dibandingkan AirAsia Indonesia.

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This study aims to analyze consumer engagement strategies had been done by Facebook and Twitter account of AirAsia Indonesia and Garuda Indonesia between 11 May – 11 June 2014 and the achieved stage of consumer engagement in both parties. This is an evaluative study using social media measuring software and manual to collect quantitative and qualitative data. The result showed that the consumer engagement strategies done by both parties still very low, but they have different result in consumer engagement stage achieved, in which the stage achieved by Garuda Indonesia is superior than AirAsia Indonesia"

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