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Hot Saut
Universitas Buddhi Dharma
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STRATEGI KESOPANAN POSITIF YANG DIGUNAKAN OLEH STAF DAN NASABAH DI BCA KCP CIKUPA, BANTEN Kalara Kalara; Hot Saut
e-LinguaTera Vol. 6 No. 1 (2026): e-LinguaTera, Universitas Buddhi Dharma
Publisher : Fakultas Sosial dan Humaniora - Universitas Buddhi Dharma

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31253/lt.v6i1.3467

Abstract

This research aims to determine the positive politeness strategies used by staff at BankBCA KCP Cikupa in interacting with customers. Data was collected using a qualitativedescriptive method through questionnaires given to 30 customers and analyzed usingBrown and Levinson's (1987) theory. The analysis only examined positive politeness,like courteous language, offering assistance, and expressing compliments. Analysisreveals positive politeness that Bank BCA KCP Cikupa staff aim to create a friendlymanner and an informative customer experience. The majority of staff (93.3%)consistently use greetings, a small portion (6.7%) only sometimes uses greetings. Anoverwhelming majority (76.7%) of respondents have never been complimented by staffduring their interactions. Over half (53.3%) of respondents feel that staff always offerassistance. However, a significant portion (33.3%) had mixed or negative perceptions ofstaff's ability to understand their needs. While 50% of respondents feel happy whenstaff praise them, 46.7% felt that praise was sometimes sincere. However, this is asignificant finding that most customers did not receive compliments. Furthermore,suggest that staff show positive recognition to customers. Therefore, this researchrecommends training to improve positive recognition and increase customer awarenessthrough friendlier and more polite interactions to produce customer satisfaction.
Co-Authors Kalara Kalara