students ability in writing complaint letter, Study notes of Business

Download students ability in writing complaint letter and more Study notes Business in PDF only on Docsity! 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 HALAMAN PERSETUJUAN SKRIPSIL STUDENTS ABILITY IN WRITING COMPLAINT LETTER : Mega Rosa Studi: Pendidikan Bahasa Inggris. ~ : Sekolah Tinggi Kegurnan dan Timu Pendidikan (STKIP) PGRI Sumatera Barat Padang, 11 Agustus 2018 Disetujui oleh: Pembimbing I Dra. Riny Dwitya sani, MM.Pd Mengetahui: Ketua Program Studi Ue Suhamni, M-Pd 1 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 i iv 2 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 v 3 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 vi 6 LIST OF FIGURES Figure 1. Conceptual Framework.............................................................................. 18 viii 7 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 ix 1 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 1 4 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. 5 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. 6 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 6 9 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. 10 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. 11 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. 14 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. 15 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. 16 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 19 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. 19 20 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. 21 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. 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 %100x N F P  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 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 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% 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 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 REFERENCES Anasti, Silvia. An Analysis on The Components of Complaint Letter Written By Third Grade Students of SMK Nasional Padang. Padang: STKIP PGRI SUMATERA BARAT, 2015. Print. Arikunto, S..ProsedurPenelitianSuatuPendekatanPraktek..Jakarta: 2006.RienekaCipta. Arikunto, S..ProsedurPenelitianSuatuPendekatanPraktek..Jakarta: 2010.RienekaCipta. Ary, Donal, et al. Introduction to Research in Educational. Toronto: Nelson Education, Ltd, 2010. Print. Asha, B.R.Dynamic Business Letter writing. New Delhi: Diamond Pocket Book, 2005. Print. Bly, R. W. The Encyclopedia of Business Letters, Fax Memos, and E-mail. 1999.Petaling Jaya, Advantage Quest. Bond, Alan.300+ Succesfull Business Letters for all occsions. New York: Barron‟s, 2005.Print. Coach. How (Not) to Write a Letter of Complaint. Language Arts Juornal of Michigan. 2016. Print. Creswell,John W. Qualitative, Quantitative, and Mixed Method Approaches. New York: Palgrave Macmilan Publisher Ltd, 2009. Print. Creswell, John W. Research Designs: Qualitative, Quantitative and Mixed Methods Approaches, 4rd ed. New York. 2012. Pearson Education. Gay, L.R. and Pieter Arisian.Educational Research Competencies for Analysis and Aplication. New Jersey: Prentic-Hall, Inc, 2000.Print. Gay, L.R. Pieter Arisian. Educational Research. Competencies for analyis and applications. New Jersey: Prentic-Hall, Inc, 2012.Print. Gay, L.R. Pieter Arisian. Educational Research. Competencies for analyis and applications. New Jersey: Prentic-Hall, Inc, 2003.Print. Geffner, B. Andrea.How to Write Better Business Letters. New York: Barron‟s, 2007.Print. 49 Ox: ComRIcide Leer 7 sae = 49 ek pfadana , HR« oH, whe Noster «\U/ AQ -TLO/ERA/U/ 206 Gok WAGUS SaLint - Mantes 0% werk Garin) | Header TEreprcoric sKore. / fo: UT. Womnguter vagus a "rae Deas sir, (sausorior ) 7p Whroughn Ahis Aekeer We racer? ypu AR UC Ode C ad accived oodime However arker we checked Ake QrodUAS Ypu sent us Ahere ASE some Aawrages OF same comeUdels - The darnagas Ore. 1 Ore Umit OF CPU Ao vot wloctting A Bae nits Managed Keyyearas For wre adisence «we Will snd you bacle damage Ceo WAS Ae be ve chee by Your coupe WE Lope Wane RAVE wwe WEUA oA <CENE amymror’ AI! 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MOY r00, iY &ooKed and Stayed in qouc Faced unprtunate condrhon . €loer , \ and my PEON caKrawaia yorel - 5© Panik agter toning Cloowed tne curtain Spread COrTAIN™ Quy mudn dust on it Sesoive the PObLEM, neg Phave gouc Fespon sigittty eely \We \yonr 51 51 MENSANA Bajaiar pare bimond jure 6, 20 Us Our Latiken agreement, we exrecied FUN color catalogs with SWWISh explanatory fexis, bur Instead ,we Foud Fhe black ard white photo had been include inthe Pre rared catoiogs 1 ARE You Will agree thar a commu nicerion froblem exi tis we WOuld [ike you 40 send out a photegraphar +o provide us Wit Ake promised color Coverage . ouide us wth a Perend atte’ SIN CRE ely; Mengana yen OT Lanaeyper 54 DOCUMENT CEKLIST TEXT WRITING COMPLAINT LETTER SMK NEGERI 6 PADANG Name Maharani Class: Xt Bogq, ‘The Indicator of Complaint Letter Component | Indictors ~~) Cheektist [Note Yes | No Header Incudes; name, phone z number,address as well as a business physical address if choose to include J one. ‘Address/Salutati_ | Salutation should be addressed to the on address appropriate person, whether this is a hiring manager, human resources aA manager, or director of admissions. The salutation should appropriate to the reader. Opening ‘The opening paragraph of the letter Paragraph should state the purpose for sending J 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 oy 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 The closing paragraph should Paragraph reiterate recommendations or ff endorsement of the candidate. Signature When signing the letter, the writer HRherels use typed and handwritten signature. ne aseqatwre Make sure they match your name as J is presented in the header of the he. uct lester. we youse Source: Sarmiento (2013:36)  Name Class Il Boy 4 DOCUM iNT CEKLIST COMPLAINT LETTER The Indicator of Complaint Letter ‘Component ~~ Indietors Checklist | Note Yes No 55 Header Incudes; “name, phone number,address as well as a business physical address if choose to include one. J 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. noay She st bate a rome iene & Vv Source: Sarmiento (2013.36) DOCUMENT CEKLIST TEXT WRITING COMPLAINT LETTER SMK NEGERI 6 PADANG Name Sig Pebrant Class : Yq oon - The Indicator of Complaint Letter 56 Component Indictors Checklist Note | Yes pNo Header Incudes; name, phone number,address as well as a business physical address if choose to include one. Jv Here Is NO phere Yiurrves addres wo Address/Salutati on address Salutation should be addressed to the appropriate person, whether this is a hiring manager, human resources df 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 vi 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 J 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 rv 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) 59 ee Yayasan Pendidikan PGRI Padang Sumatera Barat a 2 u ! STKIP-PGRI Sumatera Barat ‘Status Terakreditasi, Perpanjangan izin Operasional Terdaftar di Kementrian Hukum dan HAM Republik Indonesia Nomor : AHU-1885.AH.01.04 Tahun 2011 Alamat : Kampus I Jl. Gunung Pangilun Padang Telp: (0751) 7053731 -Fax (0751) 7053826 Kampus Il JJ. Gaiah Mada Padang E-Mail: sthip_pgnipadang@ yahoo.coid Website: ittp:/Avww.sthip-pgri-sumbar.acid Nomor a 6441/A/STKIP-AK/PGRI-SB/2018 Padang, 04 Juli 2018 Lamp. t< Hal : Mohon Izin Penelitian 7 Yth. Kepala SMK Negeri 6 Padang di tempat Dengan hormat. Dengan ini kami mohon izin Bapak/Ibu bagi mahasiswa STKIP PGRI Sumatera Barat: Nama : Mega Rosa NPM : 13040097 Jurusan : PBS Program Studi : Pendidikan Bahasa Inggris Jenjang 28.1 Untuk melakukan penelitian di sekolah yang Bapak/Ibu pimpin, dalam rangka penyusunan tugas akhir/skripsi dengan judul : ” Students Ability in Writing Complaint Letter at SMK Negeri 6 Padang “. Demikian harapan kami, atas bantuan dan kerjasama Bapak/Ibu, kami ucapkan terima kasih. 60 PEMERINTAH PROVINSI SUMATERA BARAT & DINAS PENDIDIKAN SEKOLAH MENENGAH KEJURUAN NEGERI 6 PADANG Zalan Suits No 1 Packarg. Yelp / Fax: (0751) 21907 891487 e Mail ‘sankés f_ pele Bpahoo co.id Website:btt:!/ smkt-padang sch id SURAT KETERANGAN MELAKSANAKAN PENELITIAN Nomor : 421.3/492 /SMKN6/2018 Kepala SMK Negeri 6 Padang, dengan ini menyatakan bahwa : NO NAMA NPM JURUSAN 1 | Mega Rosa 13040097 S1. Pendidikan Bahasa Inggris STKIP PGRI Sumatera Barat Nama tersebut telah menyelesaikan Penelitian di SMK Negeri 6 Padang dengan judul “ Students Ability in Writing Complaint Letter at SMK Negeri 6 Padang ”. Penelitian ini dilakukan pada bulan Juli 2018 s.d selesai Demikian surat keterangan ini diberikan untuk dapat dipergunakan seperlunya. 1115 198911 1001