An Analysis of Complaint Used by Customers at Samsung Online Shop at Shopee

Anisa, Rizka Sakinatun and , Dr. Maryadi, MA (2023) An Analysis of Complaint Used by Customers at Samsung Online Shop at Shopee. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Something that is not in accordance with the wishes causes the appearance of a complaint. Included in the online shopping application. This study aims to determine the types and complaint strategies used by buyers at the Samsung online store. This study uses a qualitative method. Content analysis is used in this research to gather the techniques and data needed to enable the smooth scaling of the research implementation. The data used in this study are all utterances categorized as complaints. The complaint comments are obtained from Samsung online shop at online sopping app called Shopee. The complaints are chosen from handphone products during November 2022. The result of this research showed that the complainers are mostly using direct complaint. The result of this research showed that the complainers are mostly using direct complaint. the researcher found 37 direct complaints data (66.1%). Whereas indirect complaints, the researcher found 19 data from the complaint utterances (33.9%). The strategy mostly used by the complainers are annoying (44.1%). The result shows that there are 4 data hints (5.9%), 4 data ill consequences (5.9%), 1 data indirect accusation (1.8%), 3 data modified blame (5.4%), 19 data Explicit Condemnation of the Accused's Action (27.9%), 7 data Explicit Condemnation of the Accused as a Person (10.3%). It can be concluded that more customers use annoyance strategies.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	complaint, online shop, pragmatics, speech act
Subjects:	L Education > L Education (General) L Education > LC Special aspects of education > LC5102 English Language Education T Technology > T Technology (General)
Divisions:	Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Bahasa Inggris
Depositing User:	RIZKA SAKINATUN ANISA
Date Deposited:	19 Jun 2023 01:40
Last Modified:	23 Dec 2023 06:50
URI:	http://eprints.ums.ac.id/id/eprint/113382

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