students ability in writing complaint letter ( at smk...
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STUDENTS ABILITY IN WRITING COMPLAINT LETTER
( AT SMK NEGERI 6 PADANG )
THESIS
Submitted in Partial Fulfillment of Requirement for
Getting Strata One (S1) Degree
MEGA ROSA
NPM : 13040097
ENGLISH DEPARTMENT
COLLEGE OF TEACHER TRAINING AND EDUCATION
STKIP PGRI SUMATERA BARAT
PADANG
2018
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ABSTRAK
Mega Rosa. 2018. Kemampuan Siswa SMK N 6 Padang dalam Menulis Surat
Komplain. Skripsi, Program Studi Pendidikan Bahasa Inggris STKIP PGRI
Sumatra Barat, Padang.
Penelitian ini bertujuan untuk mengetahui kemampuan siswa SMKN6
Padang dalam menulis surat komplain. Penelitian ini merupakan penelitian
deskriptif kuantitatifyang bermaksud untuk mendeskripsikan tentangbagaimana
kemampuan siswa dalam menulis surat komplain. Penelitian ini ditujukan kepada
siswa SMK N 6 Padang, dimanapartisipannya adalah siswa kelas XII. Jumlah
respondent dalam penelitian ini adalah 18 orang siswa kelas XII. Dalam
mengumpulkan data, peneliti mengumpulkan hasil tugas siswa tentang menulis
surat komplain dan dianalisis mengunakan dokumentation cheklist para ahli.
Berdasarkan data yang didapatkan selama penelitian, penulis dapat menyimpulkan
bahwatidak semua siswa menulis surat komplain dengan komponen yang lengkap.
Beberapa siswa tidak menuliskan nama perusahaan pada header, tidak
menuliskan alamat dengan lengkap dan tidak menandatangani surat.Secara
keseluruhan, siswa kelas XII SMKN 6 Padang telah mampu menulis surat
komplain secara benar dan lengkap meskipun ada beberapa siswa yang masih
butuh perbaikan. Dari analisa perolehan hasil bahwa terdapat masalah pada
beberapa komponen. Header(27,77%). Sedangkan pada address (05,55%) dan
pada signature(38,88%). Berdasarkan data diatas yang paling banyak melakukan
kesalahan pada signature.
Keywords : letter, complaint letter, components of complaint letter
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ACKNOWLEDGEMENT
Alhamdulillahirrabbil „alamiin. The researcher would give her grateful to
almighty Allah SWT. Because of the blessing and inspiration in leading her to
complete the thesis with the title Students Ability in Writing Complaint Letter
at SMK N 6 Padang.
The researcher would like to express sincere gratitude to the first advisor,
Yola Merina ,S.S,M.Hum, for her valuable time, guidance, motivation, immense
knowledge during the process of writing this thesis. The researcher also would
like to thanks to second advisor, Dra. Riny D Sani, M.M.Pd, for her very special
support, guidance, and advice in completing this thesis. The researcher also
expresses gratitude to the head of English Department, Suharni, M.Pd, and the
secretary of English department, Belinda Analido, M.Pd.
Then, the researcher would like to thank you very much for the
contributors, M. Khairi Ikhsan, M.Pd, Yelliza, M. M.pd and ,Elmiati, M. Pd,for
the researcher contribution to complete this thesis.
Furthermore, the researcher also express gratitude to her beloved mother
and beloved father, and all my big family who have given their love, prays, care,
supports, attention, etc for her. The researcher hopes this thesis will be useful for
other researcher, all elements and, especially students.
Padang, August 2018
The Researcher
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TABLE OF CONTENTS
HALAMAN PENGESAHAN LULUS UJIAN SKRPSI ................................i
HALAMAN PERSETUJUAN SKRIPSI ........................................................ii
SURAT PERNYATAAN BEBAS PLAGIAT .................................................iii
ABSTRAK .........................................................................................................iv
ACKNOWLEDGEMENT ................................................................................v
TABLE OF CONTENT ....................................................................................vi
LIST OF TABLE ..............................................................................................viii
LIST OF FIGURE ............................................................................................ix
LIST OF APPENDICES ..................................................................................x
CHAPTER I. INTRODUCTION
A. Background of the Problem ...................................................................... 1
B. Identification of the Problem .................................................................... 3
C. Limitation of the Problem ......................................................................... 4
D. Research Question ..................................................................................... 4
E. Purpose of the Research ............................................................................ 4
F. Significance of the Research ..................................................................... 4
G. Definition of the Key Terms ..................................................................... 5
CHAPTER II. REVIEW OF RELATED LITERATURE
A. Writing Letter ............................................................................................ 6
B. Basic Concept of Business Letter ............................................................. 7
C. Complaint Letter ....................................................................................... 8
D. Review of Related Finding........................................................................ 15
E. Conceptual Framework ............................................................................. 17
CHAPTER III. RESEARCH METHOD
A. Research Design ........................................................................................ 19
B. Source of Data ........................................................................................... 19
C. Instrumentation ......................................................................................... 21
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D. Technique of Data Collection ................................................................... 23
E. Technique of Data Analysis ...................................................................... 23
CHAPTER IV. RESEARCH FINDING
A. Data Description........................................................................................ 26
B. Data Analysis ............................................................................................ 35
C. Research Finding ....................................................................................... 41
D. Interpretation ............................................................................................. 42
CHAPTER V. CONCLUSION AND SUGGESTION
A. Conclusion ................................................................................................ 43
B. Suggestion ................................................................................................. 44
REFERENCES
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LIST OF TABLES
Table 3.1. List of Amount Studentsin Each Class ........................................... 20
Table 3.2. Indicators of Complaint Letter ....................................................... 22
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LIST OF FIGURES
Figure 1. Conceptual Framework.............................................................................. 18
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LIST OF APPENDICES
Appendix 1. Schedule of the Research.................................................................... 48
Appendix 2. Writing Task ....................................................................................... 49
Appendix 5. Document cheklist .............................................................................. 53
Appendix 6. Research letter .................................................................................... 54
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CHAPTER I
INTRODUCTION
A. Background of the Problem
Business letter is a form of communication between a sender and a
receiver used to transact business which can not be easily relayed orally.
Business letter is the process of accomplishing a business transaction in
written form. Furthermore, business letter refers to formal written where
business related issues and information is exchanged with the suppliers,
customers, clients, banks, insurance companies, government aggencies or
other external parts of the organization.
However, at vocational school, the topic about business letter is very
important for the students. Since, when they graduated from the school they
will get a job. In the workplace sometimes they will be an secretary or
administration. Thus, they should know about many kinds of letter especially
business letter. There are some types of business letter such as, sales letters,
order letters, adjustment letters, inquiry letters, follow up letters, letter of
recomendation, acknowledgment letters, cover letters, letters of resignitation
and complaint letter. Here, the researcher only focuses on complaint letters.
Complaint letters is a request of adjustment. In the other words, complaint
letter is a letter that describes about the damage; error or mistakes happened
to delivered goods and therefore claims for compensation is known to be a
complaint letter. Complaint letter also can be defined as the letter written to
bring these mistakes to the notice of those who must the responsibilities for
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them. The aim of complaint letter is to notify or inform a person, company,
organization that a problem exists.
A complaint letter is written when the purchaser does not find the
goods up to his satisfaction. It is normally written by the purchaser when he
receives wrong, defetive or demaged goods or receives incorrect quantity of
goods. It can also be written directly to the transit authority when the goods
are damaged in transit. Thus, we may define a letter of complaint as the letter
draws the attention of the supplier or any other party on account of supply of
defective or demaged goods.
Based on the pre-observation at SMKN 6 Padang, the researcher found
the problem in writing complaint letter. There are many kinds of student‟s
problem in writing complaint letter such as grammar, vocabulary, students
potential in compose the sentence and component of the letter. Those
problems happen because they do not know the components of the complaint
letter well and they can not arrange the letter in a good way. Beside that, the
students also do not care and do not have the big attention about the
component of the complaint letter, most of them do not comprehend about the
each component from the letter.In writing complaint letter the students should
pay attention to the format of complaint letter itself. Format and steps in
writing complaint letter are not same with other letter.
The writer should follow the format and the steps of writting complaint
letter. In general format of bussines letter are same, but in complaint letter
have differences format, such as; heading, greetings, introduction, main part,
request for action, conclusion/closing paragraph, and endings. In the first
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paragraph the writer should write about the things that has been received in
details. Then, the writer also write why the things are not appropriate with
what they ordered. In the next paragraph the writer should write the resolving
about the problems. Then, at the end the writer should write the closing of the
letter.
Moreover, the researcherfound out how the students ability in writing
complaint letter. Writing ability in complaint letter is the express attitude and
emotion phrases of place and direction collocation connected to road safety.
The students of vocational high school have to able in writing complain letter.
Therefore, when they graduated from their school they will get a job.
Thus,they should write the complaint letter with the complete parts of them.
The writer can not leave one of them when they write the complaint letter.
Based on the phenomena above, in this research the researcher analyzed the
components of complaint letter written by the grade XII students of SMKN 6
Padang.
B. Identification of the Problem
Based on the background of the problem above, there are many kinds
of student‟s problem in writing complaint letter such as grammar, vocabulary,
students potential in compose the sentence and component of the letter. Those
problems happen because they do not know the components of the complaint
letter well and they can not arrange the letter in a good way. Beside that, the
students also do not care and do not have the big attention about the
component of the complaint letter, most of them do not comprehend about the
each component from the letter.The researcher only focuseson analyzing the
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students‟ ability in writing complaint letter at SMKN 6 Padangrelated to the
component in writing complaint letter.
C. Limitation of the Problem
As stated above, there are some problems found in writing business
letter. In this research, researcher only focuses on the students‟ ability in
writing components of complaint letter. This research will be done at SMKN
6 Padang.
D. Research Question
Based on the limitation of the problem above, the researcher limites
the problem of this research with the question:How isthe students‟ability in
writing components of complaint letter atthe fourth semester students of
SMKN 6 Padang?
E. Purpose of the Research
The purpose of this research is to knowhow is the students‟ability in
writing components of complaint letter at SMKN 6 Padang.
F. Significant of the Research
This research isexpected to give contribution to teachers, students, and
researcher. For theteachers, this research can give information about what the
problem that made by the students in writing complaint letter. For the
students, this research is expected to help the students know their problem in
writing complaint letter. For the researcher, this research can be an experience
for knowing what the student‟s problem in writing complaint letter.Then, it
helps the researcher when she becomes a teacher and knows how to get the
students achievemet.
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G. Definition of the Key Terms
In order to avoid misunderstanding of concept used in this study, the
following part provides a brief description on some key terms of the research.
1. Business letters is a letter writen in formal language, usually used when
writing from one business organization to another, or for correspondence
between such organizations and their costumers, clients and other external
parties.
2. Complaint letter is the letter that purpose to solve problem. The complaint
letters cause of dissatisfaction about a service or item that the reader
provides. It can make thecostumers complaint to the suplier or
organization.
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CHAPTER II
REVIEW OF THE RELATED LITERATURE
A. Writing Letter
Writing letter is a written message from one person to another
containing information. The main reason for writing letter is to convey
information. According to Jones (2001:3), much information can be conveyed
over the telephone, but some, such a graphs and lists of names, must be
written. It means thatwriting letter is important to convey information. Not all
of the information can be conveyed by telephone, so letter is very useful for
that.
Furthermore, Malkoc (2003:30) states that letters that are well
organized in form and content generally follow a pattern that is similar to
basic composition writing. A well composed letter, like good composition in
English, usually has three basic components; a salutation, a general message
and a closing and signature.
In addition, Nordquist (2017:23) defines that writing letter is the
exchange of written or printed messages. Letter writing occurs in many forms
and formats, including notes, letters and postcards. It means that letter writing
is same with the convey the message through written or printed. It can be
notes, letters or postcards.
Referering to same experts above it can be concluded that writing
letter is a direct orpersonal written or printed messages addressed to a person
or organization. The main reason for writing letter is to convey information
and to maintain contact. Furthermore, a written record is necessary both of
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future reference and as an official record should any dispute arise at a later
date.
B. Basic Concept of Business Letter
Business letter is a form of communication between a sender and a
receiver used to transact business which can not be easily relayed orally.
Business letter is the process of accomplishing a business transaction in
written form. Furthermore, business letter refers to formal written where
business related issues and information is exchanged with the suppliers,
customers, clients, banks, insurance companies, government aggencies or
other external parts of the organization. According to Elsther (2000:4),
business letter is the most widely or commonly used from of external written
communication. With the variousintentions, a business correspondent has in
writing a business letter, one find difficulty in giving a precise definition of a
business letter. Indeed, how can there be a specific meaning of business letter
when it serves many purposes. It seeks to explain, to sell, to introduce, to
apologize, to invite, to refuse, to promise, to complain, and to organize.
According to Bond (2005:1) business letters are written on the
company‟s letterhead stationery, which includes the organization‟s full name,
full address and telephone, fax, or telex number, and ( if available) the e-mail
address. In business letter, the writer can describe about the parts of business
letter (see the sample letters in the chapter) are date, attention line, inside
address, subject line, salutation, body of the letter, complimentary closing,
signature, reference initials, enclosure notation, and copy notation. Not all of
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the above components are always used. The “Attention line”Subject line” and
“Enclosure” notations are used only as they apply to a particular letter.
Based on the explanation the expert above, the researcher concludes
that the business letter is one of formal letter to give information exchanged
with the suppliers, customers, clients, banks, insurance companies,
government aggencies or other external parts of the organization.
C. Complaint Letter
1. Definition of Complaint Letter
Complaint letter is a letter written to the seller by the buyer raising
complaints or claims regarding mistakes taken place during the order to
payment period. The complaint letter formalizes a problem situation by
putting it into writing and is usually the last resort totry to get a situation
resolved.
According to Coach (2016), complaint letter is letter written to bring
there mistakes to the notice of those who must own the responsibilities for
them are called claim or complaint letter. It means that complaint letter is the
letter that is writen by the purchaser to the seller about who responsibilities to
the thing mistakes from the seller.
In addition, Bly (1999) argues thatin complaint letters is the writers
responsibilities to let the readers know about the problems of their services or
products, hence the letters would be written clearly and precisely, not
forgetting that it would be written politely, so as not to offend the readers
because actions would not be taken if the readers feel offended. Moreover, it
is vital that the writers know how to make the complaints appropriately.
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Moreover, complaint letter is the letter purpose to solve the problem
or dissatisfaction. According to Naterop in Stankov (2002:20), denotes the
letters complaint as the way to solve a problem or to deal with difficult
situations. It means that the purpose of the business letter to solve the
problem that happen from the writer to the reader.
According to Gefner (2007:67), complaint that calls upon the
company to make recitation is called claim. The company responding the
claim will write a letter adjustment. The claim letter are the letter when
customer is satisfied with goods service, a complain letter will inform
company or organization of the problem.
Based on the explanation the expert above, it can be concluded that
the complaint letter is the letter that is writing to convey costumers
dissatisfaction about a service or item that their provided. The purpose of
writting complaint letter is to solve problem. It can make the customers does
the complaint to the supplier or organization.
2. Components of Complaint Letter
The essential cause of a complaint is dissatisfaction. In writing a
complaint letter the students should consider some structure of complaint
letter itself. According to Jones (2001:146), the structure of a letter of
complaint is shown in the letter opposite:
a. Set the Scene
The scene is set by making is absolutely clear to the reader what
you are referring to.
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b. State the Required Action
Write the letter action you want from the reader, state it clearly in
your letter, and if possible justify it.
c. Close Appropriately
This part is related to how the writer end the leter of complaint
depends on the kind of relationship the writer want with the reader.
Furthermore, Susanna (2014:12) devides the complaint letter
components into three parts, such as:
a. Essentials
1. Make sure the following appears at the beginning of your
letter: Your name, Are you hoping for your identity to remain
confidential from the person against whom you are
complaining? If so, make a mention to this effect. Note this
may not be possible in some cases. “
2. The date
3. The recipient‟s contact information
b. Content
Here is how we recommend constructing your letter:
1. Paragraph 1: Reason for your letter
The very first sentence should answer the following questions:
Why are you writing and what are you asking for? Make
sure to include all pertinent information: course code,
professor‟s name, semester, etc.
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2. Paragraph 2: Facts and facts only
Explain what happened. Be clear and write
chronologically! Keep in mind that a stranger will read your
letter. Therefore, do not assume that they know you and your
situation. State which supporting documentation you are
providing (syllabus, email correspondance, etc.)
3. Paragraph 3: Complaint
Explain the nature of your complaint! What was impact
of the situation on you? Why are you making this complaint?
4. Optional Paragraph 4: Special requests
If you are seeking a specific outcome, mention it here.
c. Closing
Make sure the following appears at the end of your letter:
1. End with a formality (i.e.: Sincerely)
2. Your name must be written at the bottom
3. State the number of documents enclosed
There are three components of complaint letter those are the
essentials, the contents,a nd closing. Three of them should write clearly to
make sure that the recepient can read the etter clearly.
Furthermore, Sarmiento in Anasti (2015:36) devides the
components of complaint letter into:
1. Header
Header of complaint letters is; name, phone number,address as
well as a business physical address if choose to include one.
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2. Address/Salutation
Address/Salutation should be addressed to the appropriate
person, whether this is a hiring manager, human resources
manager, or director of admissions. The salutation should
appropriate to the reader.
3. Opening Paragraph
The opening paragraph of the letter should state the purpose
for sending the letter. In this case the letter should include the name
of requestor and explain what the body of your letter is going to
support in detail.
4. Body
The body of this letter writer should select a few key highlights
to point out about the subject and focus on those. The paragraphs in
the body of the letter can include personal a stories that writer feel
communicate the value of the persons that recommending.
5. Closing Paragraph
The closing paragraph should reiterate recomendation or
endorsement of the candidate.
6. Signature
When signing the letter, the writer use typed and handwriten
signature. Make sure they match your name as is presented in the
header of the letter.
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In addition, the components of complaint letter it is classified
according to Asha (2015: 158), she devided into four components, as
follow:
1. Heading
The heading is contains vital information on the company
there are; sender, reference number and the date. The important
this information can be gauged from the fact that professional
artists are hired specially for the creation of the logo and the
formating of the companies name and address.
2. Opening
The opening is include the inside address of the recipient,
the attention line and the salutation.
3. Body
The body of a complaint letter has two part: subject line
and the message.
4. Closing
This part consist of signature with hand writer with
thefollowing by identification that is job title and the name
department work.
However, Sarmiento in Anasti (2015:36)states that there are seven
parts complaint letter. The students can write the complaint letter begin
from the header, address/salutation address, opening paragraph,
body,closing paragraph and signatures. All of the parts can be seen in the
format of complaint letter below:
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1. Header
Header a complaint letters is written with header includes;
name, phone number,address as well as a business physical address
if choose to include one.
2. Address/Salutation Address
Salutation should be addressed to the appropriate person,
whether this is a hiring manager, human resources manager, or
director of admissions. The salutation should appropriate to the
reader.
3. Opening Paragraph
The opening paragraph of the letter should state the purpose
for sending the letter. In this case the letter should include the name
of requestor and explain what the body of your letter is going to
support in detail.
4. Body
The body of this letter writer should select a few key
highlights to point out about the subject and focus on those. The
paragraphs in the body of the letter can include personal a stories
that writer feel communicate the value of the persons that
recommending.
5. Closing Paragraph
The closing paragraph should reiterate recommendation or
endorsement of the candidate.
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6. Signature
Whensignin the letter, the writer use typed and
handwrittensignature. Make sure they match your name as is
presented in the header of the letter.
Refering to the some experts above, it can be concluded that there are
many kinds of bussiness letter, each of them has different format in writing.
Especially complaint letter, there are formats of complaint letter such as header,
address/salutation address, opening paragraph, body,closing paragraph and
signatures. The researcher chooses the components of complaint letter from
Sarmiento in Anasti (2015:36), because the components are complete and easy to
be applied.
D. Review of Related Finding
Some researchers have been also conducted in accordance to the topic
of the research. The researcher reviews some related finding from a thesis that
have been written. Suriani (2010) entitle: A Study Students’ Ability in
Writing Applicational Letter on the Second Year at SMK
Muhammadiyah 02 Pekanbaru. From the presentation and analysis above,
we can give the fourth answer to the question in the study. The ability of the
second year students of SMKMuhammadiyah 02 Pekanbaru in writing
application letter is into average level. The highest score reached by the
students is closing paragraph (769) it means the easiest skill of writing
applicational letters to the students is closing paragraph skill. Then the lowest
score is the most difficult skill for the students.
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The second related research come from Rusdianto (2012) entitle The
Ability of Applying Mechanics in Business Letter of The Eleventh Year
Students of SMK PLUS AL-AZIS Jember. This study is a descriptive
quantitative research on the ability of applying mechanics in business letters
of the eleventh year students of SMK Plus Al-AzisJember in the 2010/2011
Academic Year.The primary data were collected by administering objective
test in the form of completion and error correction test, while the supporting
data were obtained from interview and documentation. Primary data were
obtained and analyzed qualitatively by the percentage formula. The result of
test, the ability of applying mechanics in business letters of the eleventh year
students of SMK Plus Al-AzisJember in the 2010/2011 Academic Year was
categorized good (72,4%). In details, the frequency of the students score to
apply mechanics in business letters were as follows: in the category of
“excellent” was 18.2%, in category of “good” was 36.4%,in the category of
“fair” was 31.8%, and in the category of “poor” was 13.6% from the total
respondents.
The last findings come from Anasti (2015) with the title: An Analysis
on The Components of Complaint Letter Written By Third Grade
Students of SMK Nasional Padang. This research is descriptive
quantitative. The analyze of letter the researcher used the documentation
checklist as tool to know the students ability that conclude based on several
expert.The result of those research is the students problem on writing
complaint letter in making heading, name of company, writing address of
company and in completing the address, phone, email, and fax, writing
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opening of complaint letter with percentage 50%, writing component body of
the letter with percentage 100% and closing with percentage 100%.
Therefore, the students can complete the complimentary close and signature
but they do not complete the enclosure.
Concerning on some related research findings above, this research is
difference with the previous research. Some reserachers above have done the
research about the bussiness letter and application letter. This research is
different with the research above, in this research the researcher will do the
research about students‟ analysis on the components of complaint letter
written by grade XII students of SMKN 6 Padang. In this case, the researcher
will analyze about the component of complaint letter. It describes how the
students organize the components of complaint letter.
E. Conceptual Framework
The conceptual framework is a fundamental of this research, the
researcher created the conceptual framework to make clear below:
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Figure 1. Conceptual Framework
Writing Complaint Letter
Component of Complaint Letter
Based on the conceptual above, it can be explained that complaint letter is
a request of adjustment. In the other words, complaint letter is a letter that
describes about the demage; error or mistakes happened to the delivered goods
and therefore claims for compensation is known to be a complaint letter.
Then, the students should write complaint letter based on the format of
complaint letter itself, such as greetings, introduction, main part, request
foraction, conclusion and ending. Related to the how the students write the
complaint letter, the researcher will analyse about what are the students problems
in writing complaint letter at SMKN 6 Padang.The researcher will analyze the
result of students‟ written complaint letter, then the researcher analyzed it. The
last, the researcher found the students problem in writing complaint letter that
written by the students at SMKN 6 Padang.
Header Address/Salutation
address
Closing
Paragraph
Signature Opening
Paragraph
Body
Finding
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CHAPTER III
RESEARCH METHODOLOGY
A. Research Design
In this research, the researcher used descriptive as a research design.
The researcher chose this design because the researcher wanted to analyze the
students‟ability in writing complaint letter at the grade XII students of SMKN
6 Padang. According to Airisian (2000:275) descriptive research determines
and describes thing are. It means that descriptive research focuseson
describing phenomena without giving treatment to the students. The
characteristics of the research were to describe the situation and condition.
Based on the theory above, the researcher used descriptive research as
research design because the researcher analyzed and described the
students‟ability in writing complaint letter at the grade XII students of SMK N
6 Padang.
B. Source of Data
The source of data is anything that can provide information data to
researcher in this research. In this research the researcher chosen students of
SMK N 6 Padang at grade XII as the participant. The data got from document
that consist of the students writing task about complaint letter.Creswell
(2009:210), defines that document is one of qualitative data collection
approaches come from participants. The data in this research will be
takenfrom the grade XII students of Jasa Boga of SMK N 6 Padang.
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Table 3.1 :List of amount students class
No Class Amount of Students
1 XI 1 30
2 XI 2 30
3 XI 3 30
4 XI 4 30
Total 120
Furthermore, participants in this research selected by using random
sampling. According to Gayand Airisian (2012:123), random sampling is the
process of selecting a sample in such a way that all individuals in the defined
population have an equal and independent chance of being selected for the
sample.The researcher chooses random sampling as the sampling technique
because the students of the grade XII students of Jasa Boga of SMK N 6
Padang are too large to be a participant of this research.
The table above shows that the amounts of students in each class the
total of students and male class are 120. Thus, on that school the total of
students are 120 students. In addition, Gay and Airasian (2003:111) state that
the sample of 10% to 20% of the target population is often used in descriptive
research. In this research, the researcher will take15% from 120 students. 15%
from 120 students are18, the researcher used18 students as the sample. In
deciding the total of sample, the researcher consider the time while analyzing
the data.
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C. Instrumentation
Inthis research,the researcher used the writing taskin collecting the
data.Airisian (2000:210), descriptive data are usually collected through
observation, interview, personal and official documents, photographs,
drawing, e-mails, and informal conversation. The researchergot the data from
the result of students writing of complaint letter from the English teacher.
Based on Ary (2010:442), the term document refers to a wide range of
written, physical, and visual material. The researcher usedwriting task to
know the component of complaint letter written by the grade XII students of
SMK N 6 Padang.
In addition, according to Creswell (2012:223), document consist of
public and private records that the researcher obtains about a site or
participants in a study, and they can include newspapers, minutes of
meetings, personal journals, and letters. It means that document can be used
by the researcher to get the data during the research. Here, the researcher used
documents the instrument of the research. The researcher asked the teacher to
get the result of the students‟ writing of complaint letter.In this research the
researcher useddocument checklist asa instrument to know how the students
ability on writing complaint letter. The form of document checklist based on
components of complaint letter by the expert.The researcher also filled the
document checklist related to the components of complaint letter.
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Table 3.2. The Indicator of Complaint Letter
DOCUMENTATION CHECKLIST
COMPLAINT LETTER
Component Indictors Checklist Note
Yes No
Header Incudes; name, phone
number,address as well as a business
physical address if choose to include
one.
Address/Salutati
on address
Salutation should be addressed to the
appropriate person, whether this is a
hiring manager, human resources
manager, or director of admissions.
The salutation should appropriate to
the reader.
Opening
Paragraph
The opening paragraph of the letter
should state the purpose for sending
the letter. In this case the letter
should include the name of requestor
and explain what the body of your
letter is going to support in detail.
Body
The body of this letter writer should
select a few key highlights to point
out about the subject and focus on
those. The paragraphs in the body of
the letter can include personal a
stories that writer feel communicate
the value of the persons that
recommending.
Closing
Paragraph
The closing paragraph should
reiterate recommendations or
endorsement of the candidate.
Signature When signing the letter, the writer
use typed and handwritten signature.
Make sure they match your name as
is presented in the header of the
letter.
Source: Sarmiento (2013:36)
23
D. Technique of Data Collection
In collecting the data, the researcher usedanalysis of document.
Creswell (2012:223) define documentsconsist of public and private records
that qualitative researchers obtain about a site orparticipants in a study, and
that include newspapers, minutes of meetings, personaljournals, and letter.
Here, the researcher usedcomplaint letter written by students to complete the
data.
In collecting the data, the researcherfollowed some steps, first, the
researcher collected the students‟ writing task that is needed in the research
from teacher who teaches English subject. The writing task consisted of grade
XII students‟task of SMKN 6 Padang about complaint letter. Second, the
researcher read the writing task to ensure that the data was needed in this
research. Third, the researcher collected the data that consisted of letter and
the researcher analyzed the component of complaint letter that used by the
students. Finally, the researcher described and classifyed the data based on the
right component of the complaint letter.
E. Technique of Data Analysis
Analyzing the data is a process to analyze and interpret the data from
the first step data obtained in the field. The data analysis begins immediately
after finishing the first observation and continues to analyze the data as long
as she is conducting teaching and learning process.
There are four steps used in analyzing the qualitative data proposed
byAirasian (2000:239), they are; reading/memoing, describing, classifying,
and interpreting.
24
a. Reading/memoing
Becoming familiar with the data and identifying the main theme. In
this stage, the researcherread the document. The document of this research
is students‟ ability in writing complaint letters at grade XII studentsof
SMKN 6 Padang.
b. Describing
In this stage, the researcher examined the data that have been
getting based on setting, even and participants. The researcher described
the components of complaint letter written by grade XII students of
SMKN 6 Padang.
c. Classifying
In this stage, the researcherform the data into groups based on the
components of complaint letter that written by the grade XII students of
SMK N 6 Padang. In this step, the researcher separated the data on criteria.
It means that the researcher classifyed the data based on the component of
complaint letter.
d. Interpreting
Interpreting and synthesizing is organized data into general
understanding. In this stage, the researcherinterpreted the data based on the
component of complaint letter. Therefore, the researcher interpreted the
students criteria on writing complaint letter at grade XII students of SMK
N 6 Padang. The researcher interpretedthe result of the research to related
to the expert.
25
%100xN
FP
Moreover, to know the percentages of students ability in writing
complaint letter, the researcher will use percentage formula proposed by
Arikunto (2006:235):
Note:
P : Percentage of the students in writing complaint letter
F : Frequency of students in writing complaint letter.
N : The number of students in writing complaint letter.
Then, to determine the students ability in writing components of
complaint letter, the researcher will use the score interpretation critria from
Arikunto (2010:224) as follow:
82 % - 100 % = Very Good
63 % - 81 % = Good
44 % - 62 % = Enough
0 % - 43 % = Not Good
26
CHAPTER IV
RESEARCH FINDINGS
After conducting a research about students‟ ability in writing complaint
letter SMK N 6 Padang, the researcher got the data and findings. In this chapter,
the researcher will explain them clearly. The explanation is classified into three
parts: data description, findings, and interpretation.
A. Data Description
In this data description, the researcher analyzed students‟ ability in writing
complaint letter at SMK N 6 Padang. The components of complaint letter such as;
header, address/salutation address, opening paragraph, body, closing pragraph and
signature. First, Includes; name, phone number, address as well as a business
physical address if choose to include one. Second, Salutation should be addressed
to the appropriate person, whether this is a hiring manager, human resources
manager, or director of admissions. The salutation should appropriate to the
reader. Third, The opening paragraph of the letter should state the purpose for
sending the letter. In this case the letter should include the name of requestor and
explain what the body of your letter is going to support in detail. Fourth, The body
of this letter writer should select a few key highlights to point out about the
subject and focus on those. The paragraphs in the body of the letter can include
personal a stories that writer feel communicate the value of the persons that
recommending. Fifth, The closing paragraph should reiterate recommendations or
endorsement of the candidate. Last, the signature was writing below the
complimentary and a little to the right, so it ends about at the rigt-hand-margin.
26
27
The researcher did the research during a week with twice observation for
the students. The researcher explain the material of the complaint letter based on
the components of complaint letter. In this part, the researcher presented data
analysis of the finding from research result. The data would be analyzed below:
a. Header
In this part the student should be able to write the complete header on
writing complaint letter. In this part the header must complete because the reader
will easy to contact the writer. The researcher found that from 18 students only
one student did not write a heading. She just wrote the salutation. It means that
17 students have write the complete header.
1. Student R
From the example above it can be seen that student R did not write
the heading of the letter. There are some components of heading in writing
complaint letter, such as; name of company, street address, city, state and
date. Student R did not write the name of company, address city and also
date. It can be indicated that student R did not write the header in writing
complaint letter.
.
28
2. Student F
From the example above, it can be seen that student E did not
write the heading of the letter complete. The name of the company is
not clear enough. It was same with student R, student F also did not
write the complete header on her complaint letter. She wrote
“cakrawala” but it can not be understand by the reader because
uncompleted.
3. Student C
From the example above, it is clear that student C did not write the
name of company on the heading of the letter. She just wrote the address
of the company without name. In writing the header of the letter, the
students not just wrote the address of the company but also the clear name
of the company. That is to confirm that the writer send the letter to the
right company.
29
b. Address/Salutation address
In this component the address/salutation address has important on writing
complaint letter it was in divided into some content; name of the person or of the
firm and address, The address should consisted the street number, the city, and
states. This part should be clear because the inside address determine who was
the reader and to who was the letter will be conveyed. Then, the salutation has a
purposed to begin the letter and person to whom the letter is written and so this
component was important on writing a letter. Based on the data got from the
field, the researcher found that from 18 students there is only one that did not
write the address. She just write the salutation without name. The data can be
seen below:
1. Student R
Based on the document above (students R) still make mistake in
writing inside address. She did not put the good rule in writing the
inside address. She did not put the name of company and located of
company in writing letter. It can be concluded that she still confuse to
make the inside address.
30
2. Student O
Based on the document above, it can be seen the student could
write the complete letter. He put the name of the person the firm and
address in the letter. He made it clearly. Based on the rule in made
inside address. In writing the inside address most of the students could
write it clearly. They put part on the inside address completed.
c. Opening Paragraph
In this component, the opening paragraph of the letter should state the
purpose for sending the letter. In this case the letter should include the name of
requestor and explain what the body of your letter is going to support in detail.
The data from the field showed that all the students (18 students) have write the
opening paragraph on their letter. It can be seen from the example below:
1. Student M
31
Based on the document above, it can be seen the student could write
the opening paragraph completely. The students could delivered the
opening of the letter clearly, the information that is conveyed by the writer
and the reader or receiver of the letter can be made easy to understand. The
student gave space before and after the sentence. All of the students made
the opening paragraph of the letter well.
d. Body
In this component, the body of the letter has vital role on writing the
business letter because the body was opening sentence an important position and
obviously the place for an important fact. It can determine the message that
conveyed to the reader and determine the purpose of the complaint letter. It was
important to make the reader easy to know what the purpose of the letter. From
18 students in writing content of the body in the complaint letter all of them can
write the complete body of the letter. It can be seen from the example below:
1. Student L
32
From the example above it was clear that student L wrote the
complete body of the letter. Based on the document above, it can be seen
the student could write the body of the complaint letter completely. The
students could delivered the content of the letter clearly, contains the
information that is conveyed by the writer and the reader or receiver of the
letter can be made easy to understand the contain. The student gave space
before and after the sentence. All of the students made the body of the
letter well.
2. Student O
The document from student O above showed that she wrote the
complete body of the letter. She wrote the letter clearly and easy to
understand by the reader.
33
From the two example above it can be represented that all the students (18
students) have write the complete body of the letter. They understand how to write
the body of the letter well.
e. Closing Paragraph
In this component, the closing paragraph was contained the closing words
to end the letter and followed the body of the letter about two or three space
below it. In writing closing paragraph most of them could wrote the complete
inside address. The closing paragraph should reiterate recommendations or
endorsement of the candidate. The data can be seen bellow:
1. Student F
Based on the document above, it can be indicated that the
student did not write the closing on the letter. As we know the closing
paragraph was one of the component of the letter. But the student did
not put it in the letter. There was only one students did not make it
(student F) student still made mistake.
2. Student O
34
Based on the document above, it can be indicated that the student
could write the closing paragraph of the letter before made the signature.
The students made the closing paragraph such as “ thank you for your
concern, your faithfully, best regards, sincerelly yours”. From 18 students,
17 students (A,B,C,D,E,G,H,I,J,KL,M,N,O,P,Q,R).
f. Signature
In this component, the signature is contains the signature of the sender of
the letter and put it at the end of the letter.
1. Student L
Based on the document above, it can be seen the student could
wrote the signature of the letter and made the signature name well. The
context of the letter and your relationship with the reader would
35
decided whether you use your name and of course be handwritten.
When signing the letter, the writer use typed and handwritten
signature. Make sure they match your name as is presented in the
header of the letter. The document above can be indicated that students
make the signature well. From 18 students in writing signature, 9
students (student A,B, C, D, J, L, N, P) could write the complete
signature.
2. Student F
Based on the document above, it can be seen the student could not write the
signature of the letter well. She made signature name but not give sign. There
were 9 students (student E, F, G, H, I, K, M, R, O) still make mistake. From
the document above it can be concluded that half of them still make mistakes
in write complete signature.
B. Data Analysis
To find out students‟ writing component of complaimt letter, the
researcher had to analyze the students writing complaint letter by using
document checklist. In this research the researcher used document checklist
that modified based on the expert Sarmiento in Anasti (2013:36). The
36
document checklist was appropriate to be used in this research beacause it
used the components of complaint letter such as: header, address/salutation
address, opening paragraph, body, closing paragraph and signature.
Furthemore, every components divide some part they are, name of comoany,
address of company, phone number, fax or email, date line, inside address,
attention line, salutation, subject line, introductory paragrpah, mesage of
paragraph, concluding of paragraph, complimentary close, signature and
enclusure. The analysis of the students on writing complaint letter is describe
based on the table data analysis.
1. Students ability on writing complaint letter on writing the
components of heading complaint letter
I
t
t
No Component
of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Header of
complaint
letter
13 5 72,22% 27,77% Not all
students
can write
the
header of
complaint
letter,
such as :
address
of
company
and
phone
number
of
company
Total 72,22% 27,77%
37
Based on the table that not all students can write the complete
header of complaint letter. It can be seen on the table above the students
can write the header of complaint letter is 15 of 18 with percentage
(72,22%). Based on the score interpretation criteria the students ability in
writing header of complaint letter include to very good category. Then, the
students cannot write the complete header of complaint letter is 5 of 18
with percentage (27,77%). The students include to not good category. In
this part, the researcer analyze most of the students at third grade students
at SMK N 6 Padang. The students understood how to write the header of
the complaint letter but several students cannot complete on writing the
header of complaint letter.
2. Students ability on writing the component of address complaint
letter
I
t
t
It can be seen on the table above the students can write the address/
salutation address of complaint letter is 17 of 18 with percentage
No Component of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Address/salutat
ion address
17 1 94,44% 05,55% Only one
student
cannot
write
complete
address
of
complaint
letter
Total 94,44% 05,55%
38
(94,44%). Based on the score interpretation criteria, the students ability in
writing address/salutation address of complaint letter include to very good
category. Then, the students cannot write the address/salutation address of
complaint letter is 1 of 18 with percentage (05,55%). The students include
to not good category. In this part, the researcer analyze most of the
students at third grade students at SMK N 6 Padang. The students
understood how to write the address/salutation address of the complaint
letter but only one students cannot write on writing the address/salutation
address of complaint letter.
3. Students ability on writing the component of openig paragraph of
complaint letter
I
t
t
It can be seen on the table above the students percentage (100%)
students is completely the opening paragraph on writing complaint letter.
It means, all of the students SMK N 6 Padang can write opening paragraph
of complaint letter. The students include to very good category.
No Component of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Opening
paragraph
18 - 100% - All of the
students
can write
complete
opening
paragraph
of
complaint
letter
Total 100% -
39
4. Students ability on writing complaint letter on writing the
component of body complaint letter
It can be seen that all students can complete to write the body of
the letter with percentage (100%). It means all students of SMK N 6
Padang can write body of the complaint letter. Based on the score
interpretation criteria, the students ability in writing body of complaint
letter include to very good category.
5. Students ability on writing the closing paragraph of complaint
letter
No Component of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Body 18 - 100% - All of the
students
can write
complete
body of
complaint
letter
Total 100% -
No Component of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Closing
paragraph
18 - 100% - All of the
students
can write
closing
paragraph
complete
of
complaint
letter
40
It can be seen percentage students on making closing paragraph.
On making closing paragraph there is no students cannot write the
closing paragraph with percentage (100%). It means that all students
SMK N 6 Padang also can write complete closing paragraph of
complaint leter. The students include to very good category.
6. Students ability on writing the signature of complaint letter
It can be seen on the table above the students can write the
complete signature is 16 of 18 with percentage (88,88%). It means the
students ability include to very good category. Then, the students cannot
write the complete signature ist 7 of 18 with percentage (38,88%). The
students include to not good category. The students not write complete
signature because they are only write the name without a signature of
complaint letter.
Total 100% -
No Component of
complaint
letter
Amount of
students
P(%)
Yes
P(%)
No
Note
Yes No
1. Signature 16 7 88,88% 38,88% The
students
write the
name
without a
signature
of
complaint
letter.
Total 88,88% 38,88%
41
C. Research Finding
Based on the data analysis above, the researcher analyzed it based on the
research question. “How is the students ability in writing components of
complaint letter at the fourth semester students of SMKN 6 Padang?”.
To answer the research question, the researcher was analyzed and found
over all of the students be able to compose the complaint letter with correct
components but the researcher still found some mistake in their writing.
Based on the theory Sarmiento (2013:36) there are six formats of
complaint letter such as header, address/salutation address, opening paragraph,
body, closing paragraph and signatures. In heading there were four category;
street address, city, state, the date. Based on the data analysis, From 18 students
the researcher found all of them still uncomplete in writing the heading. There
was only 13 of 18 studetnts can write complete heading with percentage
(72,22%). It means the students include to very good category in writing header of
complaint letter, and then, only 5 of 18 students cannot write the complete
heading with percentage (27,77%). The students include to not good category in
writing complaint letter.
In address/salutation address, also there were two categories: the name of
the person, the firm and address. From 18 students, in writing inside address most
of them could write complete address with percentage (94,44%). It means the
students include to very good category in writing address/salutation address of
complaint letter. Only one of them (students 1) still made mistake in writing
address with percentage (27,77%). The students include to not good category. She
did not writing the name of company and located of company. She only made the
42
name of receiver of letter. It means, the students still very good category in
writing address/salutation address of complaint letter.
In writing the opening paragraph, all students could write salutation well
with percentage (100%). Based on score interpretation critiria by the expert, the
students also include to very good category in writing opening paragraph of
complaint letter, From 18 students in writing content of the body in the complaint
letter all of them could wrote the complete body of the letter with percentage
(100%). The students still include to verry good category. In writing closing
paragraph all of the students also can write the closing paragraph complete with
percentage (100%) with the category is very good. In writing the signature, from
18 students, 16 students could wrote the complete signature with percentage
(88,88%). The students still include to very good category. But there were 7
students still made same mistake with percentage (38,88%) and they are still
include to not good category.
D. Interpretation
Based on the finding above, the researcher found that in writing complaint
letter must contained six components based on Sarmiento in Anasti (2013:36)
there are six formats of complaint letter such as header, address/salutation
address, opening paragraph, body, closing paragraph and signatures. Here, in
writing complaint letter, the students has tried to compose the letter based on
the correct format which useful for them when they came to the work world
later.
Based on the clasification above, the researcher interpreted that the
students have be able to make complaint letter based on the complete
components. But, only some of them still have an difficult in writing a format
43
in a good rule because the teacher just gave an example based on one source
without explaining the material and the teacher did not explain it detail.
Beside that the students did not pay attention to the teacher while teaching
learning process especially in learning how to make a good letter. Based on
six components of complaint letter, most of the students could not write the
complete heading.
44
CHAPTER V
CONCLUSSION AND SUGGESTION
In this chapter, the researcher has made the conclusion and suggestion,
which related to four chapters before. The researcher made these conclusion and
suggestion for making more understanding about the research thesis.
A. Conclusion
The researcher used document as source of data. Based on the data
analysis and finding in chapter IV, the researcher found, From 18 students the
researcher found all of them still uncompleted in writing the heading. There was
13 of 18 (72,22%) students can write complete heading of complaint letter. and 5
of 18 (27,77%) students cannot complete heading.
In address/salutation address, also there were two categories: the name of
the person, the firm and address. From 18 students, in writing inside address most
of them could write complete address. Only 1 of 18 (94,44%) still made mistake
in writing address. She did not writing the name of company and located of
company. She only made the name of receiver of letter.
In writing the opening paragraph, all students could wrote salutation well.
In writing the body of letter, From 18 students in writing content of the body in
the complaint letter all of them could wrote the complete body of the letter. In
writing closing paragraph all of the students can also write closing paragraph with
percentage (100%). In writing the signature, from 18 students, 16 (88,88%)
students could wrote the complete signature. But there were 7 (38,88%) students
still made same mistake.
44
45
Over all, the students ability in writing complaint letter at SMK N 6
Padang include to very good category and some students still include not good
category.
B. Suggestion
After doing the investigation phase in the field and analyzing the collected
data, the researcher states insightful suggestions at this point. For suggestion, this
research has some suggestions for the teacher and students. The researcher
suggests to the teacher in teaching complaint letter that to give more explanation
to the students before asking the students to write the complaint letter. The teacher
can introduce the purpose of the letter, after that the teacher teaches how to write
complaint letter well. Then, the teacher gives information and complete example
about component of the letter and also how to arrange each part of component
complaint letter. For the students, they should learn more about complaint letter
and find another source how to write the complaint letter to avoid the mistake to
arrange part of components of complaint letter. Because the components of
complaint letter is the main point to make the letter more professional and for the
next researcher, the researcher suggests to do the research from the other aspect of
complaint letter, it can be in students ability, grammatical, students vocabulary
and many another.
Overall, this research informs to the readers about the writing complaint
letter. The researcher also asks additional information from the others about the
writing complaint letter by the students and it can be very useful for the readers.
46
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48
APPENDIX 1 : Research Schedule
Schedule of the Research
Month / date / year Activities
July, 24- 2018
Explain the material about
complaint letter to the students
July, 25- 2018 Take the students task about
complaint letter
49
50
51
52
53
54
55
56
57
58
59
60