Emier Abdul Fiqih P, - (2022) TINDAK TUTUR MENGELUH KONSUMEN DAN RESPON PENJUAL PADA LAMAN ULASAN PRODUK PLATFORM E-COMMERCE. S2 thesis, Universitas Pendidikan Indonesia.
This is the latest version of this item.
|
Text
T_LING_1907535_Title.pdf Download (835kB) | Preview |
|
|
Text
T_LING_1907535_Chapter 1.pdf Download (228kB) | Preview |
|
![[img]](http://repository.upi.edu/style/images/fileicons/text.png) |
Text
T_LING_1907535_Chapter 2.pdf Restricted to Staf Perpustakaan Download (507kB) |
|
|
Text
T_LING_1907535_Chapter 3.pdf Download (219kB) | Preview |
|
|
Text
T_LING_1907535_Chapter 4.pdf Restricted to Staf Perpustakaan Download (390kB) |
|
|
Text
T_LING_1907535_Chapter 5.pdf Download (205kB) | Preview |
|
|
Text
T_LING_1907535_Appendix.pdf Restricted to Staf Perpustakaan Download (428kB) |
Abstract
Laman ulasan daring menjadi salah satu acuan guna memeroleh sebuah informasi suatu barang atau produk. Penelitian ini bertujuan untuk mengetahui tindak tutur pengaduan yang dilakukan oleh konsumen pada laman ulasan platform e-commerce di Indonesia. Penelitian ini menggunakan 8 strategi tindak tutur keluhan yang dikategorikan oleh Trosborg dan 16 aspek tindak perlokusi oleh Leech. Data yang dimaksud adalah ulasan negatif pada halaman ulasan platform e-commerce terpopuler. Hasil penelitian menunjukkan bahwa Annoyances adalah strategi tindak tutur mengeluh yang paling sering direalisasikan dengan persentase kemunculan 29,69% dan Explicit blame (person) adalah tindak tutur keluhan dari konsumen yang paling sedikit direalisasikan dengan persentase kemunculan 3,12%. Di pihak penjual, tanggapan dari penjual cenderung bring hearer to know sebagai tindak perlokusi yang paling terlihat. Aspek bring hearer to know muncul dengan persentase kemunculan 50%. Tak adanya persamaan dan perbedaan yang mencolok dari keluhan pada laman toko di platform Tokopedia dan Shopee. Kecenderungan respon penjual terhadap keluhan yang direalisasikan berkaitan dengan seberapa tinggi face threatening act dari keluhan konsumen. The online review page is one of the references to obtain information on an item or product. The study aims to investigate the speech acts of complaint expressed by costumers on the review page of e-commerce platforms in Indonesia. The data in questions are negative reviews on the review pages of the most popular e-commerce platforms. This study employed speech acts of complaint categorized by Trosborg and aspects of perlocutionary acts by Leech. The result of the research shows that Annoyances is a speech act strategy of complaining which is most often expressed with an occurrence percentage of 29.69% and explicit blame (person) is a speech act of complaint from consumers which is the least expressed with an occurrence percentage of 3.12%. On the seller's side, the response from the seller tends to bring hearer to know as the most expressed perlocutionary act. The bring the hearer to know aspect appears with a 50% occurrence percentage. There are no striking similarities and differences from the complaints on the shop page on the Tokopedia and Shopee platforms. The tendency of the seller's response to realized complaints is related to how high the face threatening act of consumer complaints is.
| Item Type: | Thesis (S2) |
|---|---|
| Uncontrolled Keywords: | Tindak Tutur, Mengeluh, Ulasan, Platform E-commerce |
| Subjects: | L Education > L Education (General) P Language and Literature > P Philology. Linguistics |
| Divisions: | Sekolah Pasca Sarjana > Linguistik S-2 |
| Depositing User: | Emier Abdul Fiqih P |
| Date Deposited: | 15 Aug 2022 08:25 |
| Last Modified: | 15 Aug 2022 08:25 |
| URI: | http://repository.upi.edu/id/eprint/75826 |
Available Versions of this Item
-
TINDAK TUTUR MENGELUH KONSUMEN DAN RESPON PENJUAL PADA LAMAN ULASAN PRODUK PLATFORM E-COMMERCE. (deposited UNSPECIFIED)
- TINDAK TUTUR MENGELUH KONSUMEN DAN RESPON PENJUAL PADA LAMAN ULASAN PRODUK PLATFORM E-COMMERCE. (deposited 15 Aug 2022 08:25) [Currently Displayed]
Actions (login required)
 |
View Item |