Analisis Tindak Tutur Antara Costumer Service dan Pelanggan dalam Proses Pengiriman Barang di JET & Technology (J&T)
Abstract
Penelitian ini bertujuan untuk menganalisis bentuk dan fungsi tindak tutur dalam komunikasi antara Customer Service (CS) dan pelanggan selama proses pengiriman barang di J&T. Serta mengetahui kepuasan pelanggan terhadap layanan yang di berikan CS kepada pelanggan. Metode yang digunakan pada penelitian ini adalah pendekatan kualitatif deskriptif. Pengumpulan data melalui wawancara, merekam, mencatat dan melakukan observasi di tiga cabang J&T, yakni: Babat, Pucuk, dan Sukodadi. Hasil dari penelitian ini ialah 34 data dari dialog antara costumer service dan pelanggan. Berdasarkan data tersebut ditemukan 5 bentuk tindak tutur lokusi, 3 bentuk tindak tutur ilokusi, dari bentuk tindak tutur ilokusi peneliti memperoleh (4 bentuk tindak tutur asertif, 5 bentuk tindak tutur direktif, 7 bentuk tindak tutur ekspresif, dan 2 bentuk tindak tutur komisif, dan 3 bentuk tindak tutur deklarasi). 4 bentuk tindak tutur perlokusi.
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