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All Journal Syntax Literate: Jurnal Ilmiah Indonesia Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Pendidikan Bahasa Inggris Proficiency Prima Abdika: Jurnal Pengabdian Masyarakat Eastasouth Journal of Effective Community Services MULTIPLE: Journal of Global and Multidisciplinary Jurnal Akademisi Vokasi Jurnal Penelitian Terapan Mahasiswa
Wellalangi, Maria Beatrix Rahinart
Politeknik ELBajo Commodus
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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ADVANCING ENGLISH FOR HANDLING COMPLAINTS: INTEGRATING TEACHING FACTORY AND CLASSROOM APPROACHES AT POLITEKNIK ELBAJO COMMODUS Jufidah, Jufidah Jufidah; Wellalangi, Maria Beatrix Rahinart
Jurnal Pendidikan Bahasa Inggris Proficiency Vol 8 No 1 (2026): PROFICIENCY
Publisher : Faculty of Teacher Training and Education, English Department, UNISKA, Kediri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32503/proficiency.v8i1.8143

Abstract

ABSTRACT Effective customer complaint handling in English is a critical skill in the maritime and tourism industries, particularly in destinations like Labuan Bajo, which contribute up to 5% to Indonesia’s national GDP. This study examines the effectiveness of integrating the teaching factory model at Senja Eatery with traditional classroom learning to enhance the competencies of 15 third-semester Diploma III Hospitality students in the English for Handling Complaints course at Politeknik eLBajo Commodus. Employing a qualitative case study design, data were collected from 15 students, two lecturers, and three industry partners through 16 observation sessions, semi-structured interviews, and performance assessments using an ESP-based rubric. Thematic analysis, supported by NVivo, identified patterns of improvement in language fluency, cultural sensitivity, and conflict resolution skills. Findings reveal significant enhancements in students’ confidence and professionalism in the teaching factory setting (average score 4.2/5) compared to the classroom (3.8/5), despite challenges such as limited simulation facilities. The hybrid approach effectively bridges theoretical learning and practical application, preparing students for industry demands. Recommendations include investing in simulation infrastructure, providing lecturer training, and expanding industry partnerships to optimize vocational curricula. This study contributes to the development of responsive vocational education tailored to the needs of the maritime and tourism industries. Keywords: English for Handling Complaints, teaching factory, vocational education, hospitality industry, Indonesian tourism.
Co-Authors Berybe, Gregorius Ciptosari, Fitri Duman, Marianus Elisabet Oktaviani Hanggu Febrianti, Marta Lince Firman, Ignasius Fransiskus Xaverius Daniel Lumenta Gantur, Virgilius Andiapama Gregorius Antariksa Berybe Hadia, Flaviana Hanggu, Elisabeth I Ketut Suada Jufidah, Jufidah Jufidah Katarina Noviming Sakura Kurniawati, Liesiana Liesiana Kurniawati Linda Marlince Taka Lumenta, Daniel FX. Maria Flaviana Imakulata MD, Novita Masi Dari Tani Nanung, Fatima Nerci, Beata Emiliana Novita Masi Dari Tani Novita Masi Dari Tani MD Rafael Modestus Ziku Sardiana, Viktoria Taka, Linda Umul, Dewi Sartika