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All Journal Jurnal Ilmu Pendidikan Nasional Jurnal Sains Student Research Jurnal Ilmiah Nusantara
Elina Rosa Sihotang
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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A SEMANTIC ANALYSIS OF SPEECH ACTION AND LEXICAL CHOICHES IN COSTUMER SERVICE APOLOGY AND COMPLAINT IN TELKOMSEL RESPONSES Elina Rosa Sihotang; Bernieke Anggita Ristia Damanik
JOURNAL SAINS STUDENT RESEARCH Vol. 3 No. 4 (2025): Jurnal Sains Student Research (JSSR) Agustus
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jssr.v3i4.5944

Abstract

In the public service sector, issuing an apology is essential. Customer service representatives, particularly in public services, are typically tasked with handling client complaints. Therefore, public service institutions require effective apology strategies to address these concerns appropriately. This study aims to explore the most commonly used apology strategies by Telkomsel's customer service personnel. The research focuses on identifying which types of apology approaches are more frequently used in everyday interactions. This study may also contribute to a broader understanding of how public services utilize apology strategies. A qualitative research approach is applied in this investigation. The analysis is based on Trosborg’s (1995) framework of apology strategies. Findings indicate that Telkomsel customer service representatives predominantly use explanations or accounts in 50% of the cases when dealing with customer complaints. This approach is often employed to calm customers and ease emotional tension.
GAYA HIDUP REMAJA PERKOTAAN DAN TANTANGANNYA TERHADAP PENGUATAN IDENTITAS NASIONAL Palti Hansd T. M. Simanjuntak; Santa Nananda Sebayang; Elina Rosa Sihotang; Amos Frans Abdial Tarigan; Thamrin Daulat Dorianus Simanjuntak; Adika Indotua Nainggolan; Prini Desima Evawani Ambarita
JURNAL ILMIAH NUSANTARA Vol. 2 No. 5 (2025): Jurnal Ilmiah Nusantara
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jinu.v2i5.6008

Abstract

The transformation of urban society and the widespread use of digital technology have deeply influenced the lifestyles of adolescents. Many urban youths are increasingly adopting modern, instant, and globally popular habits that often conflict with national cultural values. This tendency leads to a weakening of national identity, as reflected in the loss of emotional ties to local culture, limited knowledge of national history, and reduced pride in being Indonesian. This study aims to examine the characteristics of urban adolescent lifestyles, identify the challenges they pose to the development of national identity, and propose relevant strategies to strengthen civic awareness. Using a qualitative descriptive method, the research highlights several contributing factors, including cultural dominance from abroad, the lack of contextual civic education, weak parental guidance, and limited exposure to positive local role models. The findings suggest that strengthening national identity requires a holistic approach: revitalizing value-based education, promoting cultural literacy, involving families, encouraging digital ethics, and collaborating with nationalist public figures. With integrated efforts, urban youth can grow as global citizens who remain proud of and loyal to their cultural roots as Indonesians.
Pendekatan Konseling Individual dalam Meningkatkan Kehadiran Siswa: Studi Kasus di SMP Erlangga Pematangsiantar Tiodor Sihotang; Yola Tio Roselina Butar Butar; Elina Rosa Sihotang; Fizka Yulia Justin Saragih; Vinnyta Cechylia Sinurat
Jurnal Ilmu Pendidikan Nasional (JIPNAS) Vol. 4 No. 1 (2026): JIPNAS - April
Publisher : PT. Padang Tekno Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59435/jipnas.v4i1.663

Abstract

Ketidakhadiran siswa merupakan masalah kritis yang memengaruhi kualitas pembelajaran, keterlibatan akademis, dan tanggung jawab belajar. Dalam konteks sekolah menengah pertama swasta, masalah ini sering dipengaruhi oleh faktor internal dan eksternal yang saling terkait, sehingga memerlukan intervensi khusus melalui layanan konseling individual. Penelitian ini bertujuan untuk mendeskripsikan bagaimana konseling individual dapat meningkatkan kehadiran siswa di SMP Erlangga di Pematangsiantar. Metode penelitian yang digunakan adalah pendekatan kualitatif dengan desain studi kasus, melibatkan tiga siswa dengan tingkat ketidakhadiran tinggi, serta konselor bimbingan, guru wali kelas, dan orang tua sebagai informan pendukung. Data diperoleh melalui wawancara mendalam, observasi, dan analisis dokumen, kemudian dianalisis menggunakan teknik reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa konseling individual diimplementasikan melalui tahapan terstruktur, dimulai dari membangun hubungan yang mendukung antara konselor bimbingan dan siswa, eksplorasi mendalam terhadap sumber masalah, dan perencanaan langkah-langkah untuk perubahan perilaku. Ketidakhadiran siswa diketahui berhubungan dengan motivasi belajar yang rendah, tekanan emosional, kondisi keluarga, dan lingkungan sosial yang kurang mendukung. Proses konseling juga menghadapi hambatan seperti keterbatasan waktu, penolakan awal dari siswa, dan keterlibatan orang tua yang kurang optimal. Meskipun demikian, layanan konseling menghasilkan perubahan positif dalam pola kehadiran siswa, motivasi, dan pengaturan diri. Secara keseluruhan, penelitian ini menegaskan bahwa konseling individual, jika dilakukan secara konsisten dan disertai dengan kolaborasi aktif dengan guru wali kelas dan orang tua, dapat menjadi strategi yang efektif dalam meningkatkan kehadiran siswa dan mendukung perkembangan pribadi mereka secara keseluruhan
Co-Authors Adika Indotua Nainggolan Amos Frans Abdial Tarigan Damanik, Bernieke Anggita Ristia Fizka Yulia Justin Saragih Palti Hansd T. M. Simanjuntak Prini Desima Evawani Ambarita Santa Nananda Sebayang Thamrin Daulat Dorianus Simanjuntak Tiodor Sihotang Vinnyta Cechylia Sinurat Yola Tio Roselina Butar Butar