LANGUAGE NECESSITIES OF AIRPORT SERVICES & HOSPITALITY DEPARTMENT

KM SRI MAYA DIAN LESTARI, NI (2020) LANGUAGE NECESSITIES OF AIRPORT SERVICES & HOSPITALITY DEPARTMENT. S1 thesis, Universitas Mataram.

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Abstract

This is a qualitative research that aims to determine the language needs of airport services and hospitality departments. Data collection in this study was carried out through a questionnaire through the Google Form application which was distributed to 200 employees at airport service units, including 42 airport ambassadors and 158 customer service. The research focuses on aspects of language requirements: such as language functions, topics, language systems (grammar, vocabulary, and pronunciation), services & hospitality. Qualitative data analysis by distributing questionnaires to 14 airport branches managed by Angkasa Pura 1 Persero. The results showed that there are 3 (three) important aspects in terms of language that must be mastered, namely clear pronunciation aspects when communicating with service users and being able to know a lot of English vocabulary. The results show that topics relevant to this contexts are namely being able to explain the location of the area at the airport to service users, being able to recommend or promote regional tourism in the area around the airport, and being able to handle complaints related to problems faced by service users at the airport. Also, being able to provide directions, provide advice, provide information, and respond to complaints is a standard language function that must be mastered when becoming an airport ambassador and customer service at the airport. With regards to functions, it was identified that all employees need to master English in the airport work environment to make it easier to do work by the applicable job desk.

Item Type: Thesis (S1)
Keywords (Kata Kunci): Key Words :Language Necessities, Airport Services & Hospitality, Google Form, Customer Service, Airport Ambassadors, Qualitative Method
Subjects: L Education > L Education (General)
Divisions: Fakultas Keguruan dan Ilmu Pendidikan
Depositing User: Rini Trisnawati
Date Deposited: 23 Dec 2020 03:45
Last Modified: 23 Dec 2020 03:45
URI: http://eprints.unram.ac.id/id/eprint/20115

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