Institutional Repository | Satya Wacana Christian University: Need Analysis of English for Travel Agent Ticketing Staff in Salatiga
NEED ANALYSIS OF ENGLISH FOR TRAVEL AGENT
TICKETING STAFF IN SALATIGA
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
ENGLISH DEPARTMENT
FACULTY OF LANGUAGE AND LITERATURE
SATYA WACANA CHRISTIAN UNIVERSITY
SALATIGA
2012
Need Analysis of English for Travel Agent Ticketing Staff in Salatiga
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
ENGLISH DEPARTMENT
FACULTY OF LANGUAGE AND LITERATURE
SATYA WACANA CHRISTIAN UNIVERSITY
SALATIGA
2012
ii
Need Analysis of English for Travel Agent Ticketing Staff in
Salatiga
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
Approved by:
Rindang Widiningrum, M.Hum
Prof.DR. Gusti Astika, M.A
Supervisor
Examiner
iii
COPYRIGHT STATEMENT
This thesis contains no such material as has been submitted for examination in any course
or accepted for the fulfillment of any degree or diploma in any university. To the best of
my knowledge and my belief, this contains no material previously published or written by
any other person except where due reference is made in the text.
Copyright© 2012. Ni Putu Meirita Hidayanti and Prof.DR. Gusti Astika, M.A
All rights reserved. No part of this thesis may be reproduced by any means without the
permission of at least one of the copyright owners or the English Department, Faculty of
Language and Literature, Satya Wacana University, Salatiga.
Ni Putu Meirita Hidayanti:
iv
PUBLICATION AGREEMENT DECLARATION
As a member of the (SWCU) Satya Wacana Christian University academic
community, I verify that:
Name
Student ID Number
Study Program
Faculty
Kind of Work
:
:
:
:
:
Ni Putu Meirita Hidayanti
112007113
English
Language and literature
Undergraduate Thesis
In developing my knowledge, I agree to provide SWCU with a non-exclusive
royalty free right for my intellectual property and the contents therein entitled:
NEED ANALYSIS OF ENGLISH FOR TRAVEL AGENT
TICKETING STAFF IN SALATIGA
along with any pertinent equipment.
With this non-exclusive royalty free right, SWCU maintains the right to copy,
reproduce, print, publish, post, display, incorporate, store in or scan into a
retrieval system or database, transmit, broadcast, barter or sell my intellectual
property, in whole or in part without my express written permission, as long as my
name is still included as the writer.
This declaration is made according to the best of my knowledge.
Made in
Date
: Salatiga
: _____________
Verified by signee,
Ni Putu Meirita Hidayanti
Approved by
Thesis Supervisor
Thesis Examiner
Prof.DR. Gusti Astika, M.A
Rindang Widiningrum, M.Hum
v
Acknowledgment
It is a pleasure to thank many people who made this thesis possible.
Thank to Jesus Christ for His blessing for the completion of this thesis. I would
like to express my deep gratitude to Prof.DR. Gusti Astika, M.A, as my supervisor
and to Rindang Widiningrum, M.Hum as my examiner, for the guidance and
valuable advice on my work from the beginning to the end of my study. My deep
thanks to my family, my father (I Wayan Sunartha), my mother (Ni Ketut
Sukriati), my sister (Ni Made Dewi Merryanti), my aunt (Ni Made Sukarni), and
Evan Chrissanta who provides me all kinds of assistance and support. I also
thankful for the ticketing staffs personnel in Turindo Tour and Travel and
Nusantara Tour and Travel for the precious interview. Finally, thank you for all
my friends in ED, KBBS, and Access Magazine for the great time we spent
together and all support for me.
.
vi
Need Analysis of English for Travel Agent Ticketing Staff in
Salatiga
Ni Putu Meirita Hidayanti
Satya Wacana Christian University, Indonesia
Abstract
This study is intended to identify the English needs of ticketing staff in Salatiga.
The participants of this study are four female ticketing staffs from two Travel
Agencies in Salatiga, Turindo Tour and Travel and Nusantara Tour and Travel.
The data of this study were collected through an observation, questionnaire, and
interview. The result of this study indicates that the speaking skill was the major
need of the ticketing staff in Salatiga because oral communication is the most
frequently used to communicate with the customers. Besides that, some problems
were found in listening ability such as listening to accent. Listening skill is also
needed by the ticketing staff since speaking and listening are interrelated skills.
Based on the findings, three suggestions are proposed such as conducting an
intensive English training for the ticketing staff that focuses on speaking and
listening, and improve the knowledge and understanding of the terms commonly
used in their job.
Keywords: ESP, Need Analysis, Travel Agent, Ticketing Staff
1
TICKETING STAFF IN SALATIGA
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
ENGLISH DEPARTMENT
FACULTY OF LANGUAGE AND LITERATURE
SATYA WACANA CHRISTIAN UNIVERSITY
SALATIGA
2012
Need Analysis of English for Travel Agent Ticketing Staff in Salatiga
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
ENGLISH DEPARTMENT
FACULTY OF LANGUAGE AND LITERATURE
SATYA WACANA CHRISTIAN UNIVERSITY
SALATIGA
2012
ii
Need Analysis of English for Travel Agent Ticketing Staff in
Salatiga
THESIS
Submitted in Partial Fulfillment
of the Requirements for the Degree of
Sarjana Pendidikan
Ni Putu Meirita Hidayanti
112007113
Approved by:
Rindang Widiningrum, M.Hum
Prof.DR. Gusti Astika, M.A
Supervisor
Examiner
iii
COPYRIGHT STATEMENT
This thesis contains no such material as has been submitted for examination in any course
or accepted for the fulfillment of any degree or diploma in any university. To the best of
my knowledge and my belief, this contains no material previously published or written by
any other person except where due reference is made in the text.
Copyright© 2012. Ni Putu Meirita Hidayanti and Prof.DR. Gusti Astika, M.A
All rights reserved. No part of this thesis may be reproduced by any means without the
permission of at least one of the copyright owners or the English Department, Faculty of
Language and Literature, Satya Wacana University, Salatiga.
Ni Putu Meirita Hidayanti:
iv
PUBLICATION AGREEMENT DECLARATION
As a member of the (SWCU) Satya Wacana Christian University academic
community, I verify that:
Name
Student ID Number
Study Program
Faculty
Kind of Work
:
:
:
:
:
Ni Putu Meirita Hidayanti
112007113
English
Language and literature
Undergraduate Thesis
In developing my knowledge, I agree to provide SWCU with a non-exclusive
royalty free right for my intellectual property and the contents therein entitled:
NEED ANALYSIS OF ENGLISH FOR TRAVEL AGENT
TICKETING STAFF IN SALATIGA
along with any pertinent equipment.
With this non-exclusive royalty free right, SWCU maintains the right to copy,
reproduce, print, publish, post, display, incorporate, store in or scan into a
retrieval system or database, transmit, broadcast, barter or sell my intellectual
property, in whole or in part without my express written permission, as long as my
name is still included as the writer.
This declaration is made according to the best of my knowledge.
Made in
Date
: Salatiga
: _____________
Verified by signee,
Ni Putu Meirita Hidayanti
Approved by
Thesis Supervisor
Thesis Examiner
Prof.DR. Gusti Astika, M.A
Rindang Widiningrum, M.Hum
v
Acknowledgment
It is a pleasure to thank many people who made this thesis possible.
Thank to Jesus Christ for His blessing for the completion of this thesis. I would
like to express my deep gratitude to Prof.DR. Gusti Astika, M.A, as my supervisor
and to Rindang Widiningrum, M.Hum as my examiner, for the guidance and
valuable advice on my work from the beginning to the end of my study. My deep
thanks to my family, my father (I Wayan Sunartha), my mother (Ni Ketut
Sukriati), my sister (Ni Made Dewi Merryanti), my aunt (Ni Made Sukarni), and
Evan Chrissanta who provides me all kinds of assistance and support. I also
thankful for the ticketing staffs personnel in Turindo Tour and Travel and
Nusantara Tour and Travel for the precious interview. Finally, thank you for all
my friends in ED, KBBS, and Access Magazine for the great time we spent
together and all support for me.
.
vi
Need Analysis of English for Travel Agent Ticketing Staff in
Salatiga
Ni Putu Meirita Hidayanti
Satya Wacana Christian University, Indonesia
Abstract
This study is intended to identify the English needs of ticketing staff in Salatiga.
The participants of this study are four female ticketing staffs from two Travel
Agencies in Salatiga, Turindo Tour and Travel and Nusantara Tour and Travel.
The data of this study were collected through an observation, questionnaire, and
interview. The result of this study indicates that the speaking skill was the major
need of the ticketing staff in Salatiga because oral communication is the most
frequently used to communicate with the customers. Besides that, some problems
were found in listening ability such as listening to accent. Listening skill is also
needed by the ticketing staff since speaking and listening are interrelated skills.
Based on the findings, three suggestions are proposed such as conducting an
intensive English training for the ticketing staff that focuses on speaking and
listening, and improve the knowledge and understanding of the terms commonly
used in their job.
Keywords: ESP, Need Analysis, Travel Agent, Ticketing Staff
1