ANALISIS PERCAKAPAN PADA INTERAKSI FRONT OFFICE (TELLER) DENGAN NASABAH DALAM PELAYANAN TRANSAKSI KEUANGAN DI BANK
This study investigates the interaction between front office (Teller) and customer in financial transaction that uses STAR TELLER machine at Bank Central Asia. Data analysis uses conversation analysis (CA) to identify the pattern, influence of interaction, and repair mechanism. Based on data analysis, interaction patterns include the process of conversation opening with greeting, question, request, making a conversation that builds intimacy, and the prosses of conversation ending with closing stages. This study is categorized as qualitative descriptive research. Field observation technique is used in this study to collect the data, because it is a conversation between front office and customer which transcribed into a text. The results of this study show that the interaction pattern includes greeting, question, and closing stages always exist in front office interaction to the customer in financial transaction at the bank. The repair frequently conducted after the hearer’s initiation. This study also aims to disclose the problems that frequently occur in a conversation and interaction.
Bolden, G. (2013). Unpacking Self: Repair and Epistemics in Conversation. Social Psychology Quarterly, 76(4) 314-342.
Chatwin, J. (2013). Conversation Analysis as A Method for Investigating Interaction in Care Home Environments. Dementia, 2014, Vol. 13(6) 737-746.
Downey, L., Zun, L., & Burke, T. (2013). Patients’, nurses’ and physicians’ perception of delays in emergency department care. Journal of Hospital Administration, 25-30.
Ferencik, M. (2005). Organization of Repair in Talk-in-Interaction and Politeness. Eighth Conference of British, American and Canadian Studies, (hlm. 69-78).
Goffman, E. (1967). Interaction Ritual: Essays in face to face behavior. New York: Pantheon Books.
Hammersley, M. (2003). Conversation Analysis and Discourse Analysis: Methods or Paradigms? Discourse and Society, Vol 14(6): 751-781.
Heritage, J. (1984). Garfinkel and the Ethnomethodology. Cambridge: Polity Press.
Hoed, B. H. (2014). Semiotik & Dinamika Sosial Budaya. Depok: Komunitas Bambu.
Kothari.C.S. (2004). Research and Methodology: Methods and Techniques. New Delhi New Age International (P) Limited, Publisher
Mazeland, H. (2006). Conversation Analysis. Elsevier, 153-163.
Mishra, R., & Pal, K. (2013). Empowering Front Office Professional with Understanding of Guests’ Personality Psychology. Global Journal of Management and Business Research, 45-50.
Paltridge, B. (2000). Making Sense of Discourse Analysis. Gold Coast: Antipodean Education.
Pour, F., & Yazd, A. (2015). Turn Taking in Conversation Analysis. International Journal of Educational Investigations, Vol.2, No.6: 58-63.
Psathas, G. (1995). Conversation analysis: the study of talk-in-interaction. California: SAGE Publications, Inc.
Sacks, H. (1992). Lectures on Conversation. Oxford: Basil Blackwell.
Sacks, H., Schegloff, E. A., & Jefferson, G. (1974). A simplest systematics for the organization of turn-taking for conversation. Language, 50, 696-735.
Schiffrin, D. (1994). Approaches to Discourse. Cambridge: Blackwell Publisher.
Silverman, D. (1998). Harvey Sacks. Social Science and Conversation Analysis. Oxford: Oxford University Press.
Wei dong, Y. (2007). Realizations of turn-taking in conversational interaction. US-China Foreign Language, 19-30.