Analisis Pemenuhan Informasi Pengguna Transjakarta melalui Akun @infotije

Abstract

This study examines the role of the @infotije Instagram account as a public social media platform in fulfilling the communication needs of urban communities through the Uses and Gratifications 2.0 Theory, which views media users as active individuals who consciously select media based on specific needs and motivations. Using a qualitative descriptive approach, data were collected through in-depth interviews, observation, and digital documentation involving six active followers of the @infotije account. The data were analyzed using reflexive thematic analysis to identify patterns of user needs and gratifications. The findings show that @infotije functions effectively as a public communication channel by fulfilling five key dimensions of user needs: cognitive, affective, personal integrative, social integrative, and tension release. Users not only gain fast and accurate information but also experience emotional satisfaction and social interaction that strengthen their relationship with the public institution. Additionally, the account contributes to shaping a positive image of TransJakarta as a modern, transparent, and responsive public service organization. Overall, public social media serves not only as a one-way information channel but also as a participatory space that encourages meaningful interaction between institutions and citizens in the digital era.