APPENDIX 1
g. The Services of LBPP LIA to the Students
The services are the important points to attract the students’ interest to join the course. The good service will make the customer enjoying their learning
at the course. By giving the good services to the students, they will like the course and automatically asking their friend to enjoy the same too. The services given to
the students include some points. They are facilities, the teaching quality, and the services of the staffs.
The facilities are divided into some points. They are students’ facilities, teachers’ facilities, and common facilities. The students’ facilities includes 20
classrooms which consists of television, tape recorder, chair, white board, and air conditioner. As the observation of the researcher: Pengamat berada di luar ruang
kelas karena ruang kelas terkunci sebelum kegiatan belajar mengajar dimulai. Fasilitas di beberapa kelas cukup lengkap. Terdiri dari white board, meja, kursi,
TV, tape recorder, kalender, AC, dan slogan FIESTA. Namun ada separoh ruangan lain yang tidak tersedia TV. the writer’ s observation on 1
st
may 2009 the students, Dita says that “Di kelas ada TV, tape, AC, alat-alat peraga yang
dibawa setiap guru.” In order to improve the students, ability in English, there are some
learning facilities given to the students. It is given once in the early of term for each student. They are students’ book, work book, CD, magazine of C’ and S’,
stickers, and block note. AOO states that “Untuk setiap siswa, selain menerima student’s book, mereka juga menerima workbook untuk PR. Mereka
menyelesaikan di rumah, guru tidak membahas di kelas kecuali untuk yang siswa
APPENDIX 1
kesulitan. Dan siswa juga mendapatkan listening berupa CD. Jadi siswa selain belajar di sini juga belajar di rumah. “Interview with the AOO WD on 24
th
April 2009. Beside that, the student adds the same information about the facilities, Dita
says that “Work book sama student’s book. Itu ada dua. Satu dikerjakan di rumah, satu dikerjakan di sekolah. Trus dapat kaset CD juga. Majalah. C ‘n S.
Cool and Smart” The teachers also get some facilities to support their teaching and
improve their ability in English. The facilities are different with the students. They includes: teachers’ library, internet, and indovision. They are the sources for the
teacher for the teaching. By giving more sources, it motivates the teachers to improve their teaching quality which include of the teaching techniques, methods,
kind of material, etc. as stated by the AOO: “Ya, kami sediakan perpustakaan khusus guru, kami sediakan koneksi internet, kemudian indovision.” This facilities
is only given for the teachers. Therefore, they are placed in the teachers’ room, and are not place in the common place.
The common facilities are given for all of the member of LBPP LIA Surakarta. It is given to the teachers, students, staffs, etc. the facilities is placed in
the building of LBPP LIA where can be reached by them. They facilities are canteen in the first floor, two toilets for man and woman in every floor, mosque in
the first floor. As stated by Ervina, “mushola, kantin, toilet.” The teachers also play the important roles in giving the services to the
students. They have the directs interaction and the main point of the teaching learning process. As the education institution, LBPP LIA has two main points.
APPENDIX 1
They are the teachers and the students. The good teaching quality is the important service in an English course. The teacher who has a good teaching quality and
personality usually makes the students are interested to join the course and motivated to improve the English skill. As stated by the students Sabrina: “Enak
tu, baik, menarik, ya kaya temen tu, ndak kaku.” Dita adds that, “Tapi sebagian besar penyampaiannya enak banget, tiap orang bawa alat peraga tersendiri.”
Etvina states that, “Ee ya lumayan enak sih kak, tapi cowok. Jadi menyenangkan” Gadis also states that, “Tentornya enak sih. Kita juga diajak guyon. Trus mereka
juga, apa namanya, kalau ngajar tu bener-bener yang jelas gitu lo, kalau kita nggak ngerti bisa nanya. Dijelasin satu-satu gitu. Enak si. Komunikatif gitu. Kan
ada game nya juga. Jdi game nya itu bisa buat refreshing gitu.” The receptionist is the door of the students to join the course by
registering the course. They will meet with the staffs of receptionist. A good service from the staffs will influence the customer about the course. The staffs
will accept the customer with good service like answering the questions, explaining the process of registrar, receiving the money, smiling, etc. as stated by
the AOO: “Tapi dari sikap, dari tindak tanduk itu sudah bisa mencerminkan sebagai marketing yang bagus. Jadi misalkan tanpa kami minta, semua front
officer itu menerima tamu dengan senyum itu sudah marketing.”
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2. The Extent of How Far Marketing Management Can Attract the
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