Abstract
Social media utilizing the internet is increasingly needed in everyday life, socialization activities, transportation, education, business, and others. One of the most used social media is Instagram. Indonesian Railway Company also uses Instagram to convey information to the public and enhance the company's image. However, conveying messages from the Indonesian Railway Company to the public is often hampered by several problems, one of which is the long response to answering public questions. Because of this phenomenon, this study aims to find out how the @keretaapikita governance process managed by the Indonesian Railway Company is to improve information services and to find out the obstacles in its management. This research uses a qualitative approach based on case studies. The data collection technique of this research is; in-depth interviews, literature studies, book documentation, literature, documents, archives, journals, and the internet. The data-checking technique uses triangulation (source & method). The results of this study found that the governance process of @keretaapikita at the Indonesian Railway Company (applying the PDCA (Plan, Do, Check and Action) approach by Dr. Edward Deming, a quality expert from the United States.
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