POLITENESS STRATEGIES USED BY CUSTOMER SERVICE STAFF AT MANDIRI BANK

Ashal, Rezeky Ana (2015) POLITENESS STRATEGIES USED BY CUSTOMER SERVICE STAFF AT MANDIRI BANK. Masters thesis, UNIMED.

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Abstract

Kesantunan adalah aspek utama dari kepuasan nasabah. Penelitian ini bertujuan untuk mengetahui apa dan bagaimana strategi kesantunan yang digunakan customer service staff dan mengapa mereka menggunakannya ketika berinteraksi dengan nasabah dengan menggunakan teori dari Brown dan Levinson. Penelitian ini adalah penelitian kualitatif dengan metode deskripsi. Subjek dari penelitian ini adalah petugas customer service di Bank Mandiri cabang Lapangan Merdeka di kota Medan. Data dikumpulkan dengan menggunakan tape recorder untuk menemukan penggunaan strategi kesantunan oleh mereka. Berdasarkan analisis data, ditemukan bahwa ada strategi Positive Politeness, Negative Politeness, Bald on Record dan Off the record walaupun tidak semua sub-strategi ditemukan. Positive politeness strategi adalah strategi yang paling banyak ditemukan dan off the record adalah strategi yang paling sedikit.

Item Type: Thesis (Masters)
Contributors:
ContributionNameNIDN/NIDK
Thesis advisorGurning, Busmin195907131986011001
Thesis advisorSumarsih, 195810211983032002
Call Number: 418.020 Ash p
Keywords: Politeness strategies; Customer services staff; Bnking service; Off record strategy
Subjects: B Philosophy. Psychology. Religion > BJ Ethics
P Language and Literature > P Philology. Linguistics
Divisions: Program Pasca Sarjana > Linguistik Terapan Bahasa Inggris
Depositing User: Mrs Siti Nurbaidah
Date Deposited: 11 Apr 2016 04:34
URI: http://digilib.unimed.ac.id/id/eprint/1653

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