POSITIVE POLITENESS USED BY STAFF AND CUSTOMER IN BCA KCP CIKUPA, BANTEN

KALARA, KALARA (2024) POSITIVE POLITENESS USED BY STAFF AND CUSTOMER IN BCA KCP CIKUPA, BANTEN. Skripsi thesis, Universitas Buddhi Dharma.

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Abstract

This research aims to determine the positive politeness strategies used by staff at Bank BCA KCP Cikupa in interacting with customers. Data was collected using a qualitative descriptive method through questionnaires given to 30 customers and analyzed using Brown and Levinson's (1987) theory. The analysis only examined positive politeness, like courteous language, offering assistance, and expressing compliments. Analysis reveals positive politeness that Bank BCA KCP Cikupa staff aim to create a friendly manner and an informative customer experience. The majority of staff (93.3%) consistently use greetings, a small portion (6.7%) only sometimes uses greetings. An overwhelming majority (76.7%) of respondents have never been complimented by staff during their interactions. Over half (53.3%) of respondents feel that staff always offer assistance. However, a significant portion (33.3%) had mixed or negative perceptions of staff's ability to understand their needs. While 50% of respondents feel happy when staff praise them, 46.7% felt that praise was sometimes sincere. However, this is a significant finding that most customers did not receive compliments. Furthermore, suggest that staff show positive recognition to customers. Therefore, this research recommends training to improve positive recognition and increase customer awareness through friendlier and more polite interactions to produce customer satisfaction

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	positive politeness, courteous language, offering assistance, express compliments, customer satisfaction
Subjects:	800 Kesusastraan > 820 Sastra Inggris
Divisions:	Fakultas Sosial & Humaniora > Sastra Inggris
Depositing User:	Muhamad Kemal Prasetyo
Date Deposited:	29 Apr 2025 10:01
Last Modified:	29 Apr 2025 10:01
URI:	https://repositori.buddhidharma.ac.id//id/eprint/2589

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