Dialogues between the announcers and the callers complaints in radio.

DIALOGUES BETWEEN THE ANNOUNCERS AND THE CALLERS
COMPLAINTS IN RADIO
A THESIS
Submitted as Partial Fulfilment of the Requirements for Sarjana Degree of
English Department Faculty of Arts and Humanities UIN Sunan Ampel
Surabaya

By :
Ayu Nur Wulan Isma Agustin
Reg. Number A03213009

English Departement
Faculty of Arts and Humanities
State Islamic University of Sunan Ampel Surabaya
2017

ABSTRACT

Agustin, A.N.W.I. 2017. Dialogues between the Announcers and the Callers
Complaints in Radio. English Department, Faculty of Arts and Humanities, State
Islamic University of Sunan Ampel, Surabaya.

Thesis Advisor

: Prof. Dr. Hj. Zuliati Rohmah, M.Pd

Keywords

: dialogues, radio, complaint, handling complaint, content
analysis.

This study is about dialogues between the announcers and the callers
complaints in radio. In this research, the writer uses theory of Krippendorff (1980)
about content analysis. The aim of this study is to find out the complaints that are
expressed by the callers and way the announcers handled the complaints. The writer
focuses on the complaints sections.
Based on the data analysis, the classification of complaint is broken road, traffic
jam, breaking the rule of traffic, cutting the line of train, light off, traffic light off and
airport queue. From the classification above, the highest percentage of complaints is
broken road as many as 64%. Mostly, the callers complain about broken road. And
the last finding is about the handling of complaints by the announcers. There are two
kinds of response found in the data: active response and passive response in handling

the complaints. Active response is indicated with long feedback or answering the
question from the callers. And passive response is indicated with “hmm, yeah, yes,
hu.uh, OK”.

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INTISARI

Agustin, A.N.W.I. 2017. Dialogues between the Announcers and the Callers
Complaints in Radio. English Department, Faculty of Arts and Humanities, State
Islamic University of Sunan Ampel, Surabaya.
Dosen Pembimbing
Kata Kunci

: Prof. Dr. Hj. Zuliati Rohmah, M.Pd
: percakapan, radio, keluhan, menangani keluhan, analisis
isi.

Penelitian ini tentang percakapan keluhan antara penyiar radio dan penelpon
di radio. Dalam penelitian ini, penulis menggunakan teori dari Krippendorff (1980)
tentang analisis isi. Tunjuan dari penelitian ialah untuk menemukan keluhan yang
sering dikeluhkan oleh penelpon dan tanggapan penyiar radio dalam menanggapi
keluhan. Penulis fokus pada bagian keluhan.
Berdasarkan pada data analisis, pengklasifikasian keluhan ialah jalan rusak,
macet, melanggar aturan lalu lintas, menyerobot palang kereta api, lampu mati, lampu
lalu lintas mati dan antrian di bandara. Dari pengklasifikasian diatas, presentase
tertinggi dari keluhan ialah jalan rusak dengan jumlah 64% presentase. Kebanyakan
penelpon mengeluh tentang jalan rusak. Dan penemuan selanjutnya ialah tentang
tanggapan penyiar radio terhadap keluhan. Dimana terdapat dua macam tanggapan
dalam data: tanggapan aktif dan tanggapan pasif dalam menanggapi keluhan.
Tanggapan aktif ditandai dengan adanya feedback panjang atau menjawab pertanyaan
dari penelpon. Tanggapan pasif ditandai dengan jawaban “hmm, yeah, yes, hu.uh,
OK”.

xiv

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TABLE OF CONTENTS
Inside Cover Page ............................................................................................

i

Inside title Page ................................................................................................

ii

Declaration Page ..............................................................................................

iii

Motto ...............................................................................................................

iv

Dedication Page................................................................................................

v

Thesis Advisor’s Approval Page......................................................................

vi

Thesis Examiners’ Sheet Page ........................................................................

vii

Acknowledgment .............................................................................................

viii

Table of Contents .............................................................................................

x

Abstract ............................................................................................................

xiii

Intisari ..............................................................................................................

xiv

CHAPTER I INTRODUCTION
1.1 Background of the Study............................................................................

1

1.2 Statement of the Problem ..........................................................................

6

1.3 Objectives of the Study ..............................................................................

6

1.4 Significance of the Study ...........................................................................

6

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1.5 Scope and Limitation .................................................................................

7

1.6 Definition of Key Terms ............................................................................

7

CHAPTER II REVIEW OF RELATED LITERATURE
2.1 Content Analysis ........................................................................................

9

2.1.1 Component of Content Analysis ...............................................

10

2.2 Complaint ...................................................................................................

11

2.3 Radio ..........................................................................................................

13

CHAPTER III RESEARCH METHODS
3.1 Research Design .........................................................................................

14

3.2 Data Collection ..........................................................................................

14

3.2.1 Data Collection............................................................................

14

3.2.2 Instruments ..................................................................................

15

3.2.3 Techniques of Data Collection ....................................................

16

3.3 Data Analysis .............................................................................................

16

CHAPTER IV FINDINGS AND DISCUSSIONS
4.1 Findings ......................................................................................................

20

4.1.1 Classification of Complaints ......................................................

20

4.1.1.1 Complaint of Broken Road (BR) ................................

21

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4.1.1.2 Complaint of Traffic Jam (TJ) ....................................

26

4.1.1.3 Breaking the Rule of Traffic (BRT) ............................

27

4.1.1.4 Complaint of Traffic Light off (TLO) .........................

32

4.1.1.5 Complaint of Light off (LO) .......................................

34

4.1.1.6 Complaint of Cutting the Line of Train (CLT) ...........

36

4.1.1.7 Complaint of Airport Queue (AQ) ...............................

37

4.1.2 Handling the Complaint..............................................................

39

4.1.2.1 Active Response ..........................................................

41

4.1.2.2 Passive Response ..........................................................

45

4.2 Discussions ................................................................................................

52

CHAPTER V CONCLUSION AND SUGGESTIONS ..............................

55

REFERENCES ................................................................................................

57

APPENDICES..................................................................................................

59

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CHAPTER I
INTRODUCTION

In this chapter, the researcher explains the background of the study
which contains the previous studies, the reason why the researcher chooses
this title and the statement of the problem. And research problems, research
objectives, significant of the study, scope and limitations and the key of terms.

1.1

Background of the Study
Content analysis is one approach of discourse analysis. Discourse

analysis focuses on the relation between text and context whereas, content
analysis focuses on the text abstracted from it is contexts, Hardy, Harley,
Phillips (2004). Content analysis is a research technique for the objective,
systematic

and

quantitative

description

of

the

manifest

content

of

communication, Barelson (1952). Content analysis literally description of
communications content, Krippendorff (1989). Content analysis refers to a
general set of techniques for analyzing collections of communications,
Saraisky (2015).

Most content analysis is textual document analysis;

newspaper, magazines, letters, books, so on. And other sources such as films,
radio broadcasts, television programming and so on.

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2

Radio broadcast is media broadcast in which topical issues are
discussed by the presenter and by listener by phone. This research is
conducted to investigate content analysis of complaints in radio. The writer
focuses on the complaints sections and handling complaints in dialogues
between the announcers and the caller complaints in radio. Conversation in
radio is the place to share their opinion, information, suggestion and may
share about their complaint. For example: the callers give the information
about traffic jam, the caller complaint about broken way.
Complaint is an expression of dissatisfaction addressed by an
individual A to an individual B, concerning behavior on the part of B that A
feels is unsatisfactory (LaForest, 2002). Complaint research has been done by
many researchers in various genres: research article (Veronique Traverso
2008; Bikmen and Marti 2013; Tabatabaei 2015; Iryna Kozlova 2014; YuanShen Chen et al. 2011; Tanju Deveci 2015), academic research (Maria Elias
2013; De Zhang 2001). Most of the studies about complaint research are done
holistically, where kinds of complaint research are examined in general way.
Complaint research has been done by Veronique Traverso (2008).
Traverso examined complaint that happen in conversation between close
friends during visits with using recording data when visits among friends
which are analyzed in an interactional perspective.

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3

Complaint research has been done by Ahmet Bikmen and Leyla Marti
(2013). Their research investigates the complaining behavior of Turkish
learners of English with comparing them into native speakers of Turkish and
native speakers of English. The result of their research indicated that highest
percentage of Turkish learners of English (TLE) is the strategies of
annoyance, hints and request with 69,3%.
The other complaint research has been done by Soudabeh Tabatabaei
(2015). He analyzed complaint strategies by English and Persian native
speakers. From his analysis, there are significant differences between English
and Persian native speakers in complaints situations. English native speakers
used significantly more apology, candidate’s solutions: request and complaint
strategies than Persian native speakers did in complaint situations. While,
Persian native speakers EFL learners used significantly more criticism that
English native speakers did in their responses. The significant differences
between two speech communities, that cross-cultural differences between
English and Persians in terms using complaint strategies is when people from
this country interact together and they might encounter a great chance of
miscommunication.
Iryna Kozlova (2014) investigates the structures and cultural style of
indirect complaints in Russian and American English and politeness strategies
used by native speakers of these languages when complaining. Kozlova

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4

compared the structure and style of direct complaint between Russians and
American

English.

The

differences

between

Russian

and

American

complaints are the lack of problem solution component in some Russian
complaints. While, politeness strategies used by native speakers of American
prefer in negative politeness strategies, whereas Russian more prefer in
positive politeness.
In 2011, Yuan-Shen Chen et al., discusses about complaints in the
point of view strategies cross cultural in perspective of American-Chinese
complaint. The complaints was collected from the forty university students. 20
Americans in USA and 20 Chinese in Taiwan. The results from this study
showed that Chinese more polite with general public. Whereas, American
politeness is not subject to external pressure from the general public.
In another study, Tanju Deveci (2015) conducted research to
investigate the complaint speech acts produced by University students
speaking English as a foreign language. The results of this research shows that
only 66% participant produced a complaint and not all the components of the
complaint speech acts set were employed by the students. And gender in this
research played a role in students using of the complaint speech acts. The
female students better at using the complaint speech acts than male students.
They produced the components of complaint, justification and request more
often than their male counterparts.

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5

The study of complaint research has been done in the academic field.
There have been several researchers from Arizona State University such as
Maria Elias (2013). Elias has conducted a research of complaint strategies by
second-generation Mexican and American Bilinguals. The results shows that
strategies in making a complaint in Spanish and English is rarely same.
Spanish

often

use reason/explanation/justification strategies to

complaint

whereas, English often use suggesting/requesting/commanding strategies to
complaint. And for gender that play the role of complaint strategies in this
research shows that no difference between males and females in making a
complaint strategies in both of Spanish and English.
From Iowa State University such as De Zhang (2001) she conducted a
research of speech acts of complaining a cross-cultural comparative study of
Chinese and American English speakers. The results shows that American and
Chinese students has differently. Chinese students complained more indirectly
than American students.
From the previous studies above, the writer can conclude all the
previous studies that focus on complaints, but they had different data sources
and methods. Most of these previous study is study about comparing
complaint from one place with another place. The present study is analysis
complaints in radio. This study only focuses on the complaint section,

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6

especially, in the classification of complaints and handling of complaints in
dialogues between the announcers and the callers complaints in radio.

1.2 Problems of the Study
Based on the background of the study, the researcher tries to observe:
1.

What are the complaints expressed by the callers in the dialogues between
the announcers and the callers complaints in radio?

2. How is way the announcers handle the complaints from the callers in the
dialogues between the announcers and the callers complaints in radio?

1.3 Objectives of the Study
To answer the question above, the objectives of the study are started
below:
1. To know the complaint that are expressed by the callers in the dialogues
between the announcers and the callers complaints in radio.
2. To find the way of the announcers handle complaints from the callers in
the dialogues between the announcers and the callers complaints in radio.

1.4 Significance of the Study
The results of this study present the complaints that are expressed by
the callers and handling complaints by the announcers that occur in the
dialogues between the announcers and the callers complaints in radio.

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7

Theoretically, the results of this study describe and explain complaint sections
on verbal communication in content analysis theory by Krippendorff (1980).
The aim of this research is to know the content analysis that occurs in
media broadcasted radio. This research is expected to be totally beneficial for
the writer or for the readers. This present study is hoped to provide more
information

and

new

information

for

the

reader

to

improve

their

understanding about applied linguistics especially in discourse analysis field
which focuses on the content analysis. The writer hopes this study will help
next researcher who will investigate about content analysis in media talk
especially in radio.

1.5 Scope and Limitation of the Study
The scope of this study is the dialogues between the announcers and
the callers complaints in radio and focused on complaints sections. And the
limitations of this study is the classification of complaint and handling of
complaints by the announcers.

1.6 Definition of Key Terms
a. Content Analysis is a method of analysing written, verbal or visual
communication messages (Cole 1988 cited in Elo and Kyngas 2007)

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8

b. Complaint is a feedback mechanism that can help organizations rapidly
and inexpensively shift products, service style or market focus to meet the
needs of their customers (Barlow and Moller 2008).
c. Radio is a device communication to communicate with other people and
sharing information with electromagnetic waves.

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CHAPTER II
REVIEW OF LITERATURE

This chapter deals with the theoretical review which consist of
conversation analysis, application of content analysis, component of content
analysis, complaint and radio.

2.1 Content Analysis
The communication process is an intrinsic of all social interaction from
the interpersonal to the international level. It is thus axiomatic that the study
of the processes and content of communication is basic to all social sciences.
Content analysis is multipurpose research method developed specifically for
investigating a broad spectrum of problems in which the content of
communication serves as the basic of inferences (Holsti, 1969). Content
analysis is indigenous to communication research and it is potentially one of
the most important research techniques in the social sciences (Krippendorff,
1989). A prominent form of content analysis is media analysis because media
are generally acknowledged to play a key role in interpreting ideas about
public policy (Saraisky, 2015).
Studies of media content it is the most wide spread use of content
analysis is to infer the importance writers, producers, media or even whole
culture. The attention paid to particular phenomena, ideas, or attitudes is the

9

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10

target of many social research efforts. An early content analysis showed how
the image of popular heroes in “magazine” fiction had changed over a fortyyear period from merchant entrepreneurs to entertainers. A worldwide content
analysis of the “political symbol” in the prestige papers of several countries
attempted to discern structural changes in governments and to predict
revolutions. Content analyses of news sources and references to foreigner
countries

in various

national media have demonstrated

considerable

imbalances in international news flow and attention.

2.1.1 Components of Content Analysis
Content analysis has six types of components according to (Kripendorff,
2004):
a. Unitizing, is the systematic distinguishing of segments of text
(images, voices, and other observables) that are of interest to an
analysis. Content analysis must justify their methods of unitizing,
and to do so, must show that the information they need for their
analyses is represented in the collection of units, not in relations hip
between the units, which unitizing discards.
b. Sampling, is the process of drawing representative samples is not
indigenous to content analysis.

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11

c. Recording/coding, is the steps of record and describing the
recording units or classifying them in terms of the categories of the
analytical construct chosen.

Content analysis need to transform

unedited texts, original images, and unstructured sounds into
analysable representations.
d. Reducing data to manageable

representation,

is relaying on

established statistical techniques or other methods for summarizing
or simplifying data.
e. Abductive inferring contextual phenomena, is relying on analytica l
constructs or models of the chosen context as warrants.
f.

Narrating the answer to the research question, is relying on
narrative traditions or discursive conventions established within the
discipline of the content analyst. Narrating the results of a content
analysis is a process informed by traditions that analyst believe they
share with their audiences or the beneficiaries of their research.

2.2

Complaint
Complaint is a feedback mechanism that can help organizatio ns

rapidly and inexpensively shift products, service style or market focus to meet
the needs of their customers –who, after all, pay the bills. In this way,
complaints are gifts customers give to businesses (Janelle and Barlow, 2008).
While (LaForest, 2002) explains that complaint is an expressions of

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12

dissatisfaction addressed by an individual A to an individual, concerning
behaviour on the part of B that A feels is unsatisfactory. Whereas (Brown &
Lenvison, 1987 cited in Van, 2008) has also been classified as a particular
speech act –in reaction to a social unacceptable act- to imply severity or
directness of complaints. Complaints is by its very nature designed to cause
offence and it is. The highly threatening to the social relationship between
speaker and hearer (Van, 2008).
There are two types speech act of complaints; direct complaints and
indirect complaints. A direct complaints are face-threatening acts through
which speakers make complaints about someone or something (Ghaznavi,
2017). A direct complaint

explicitly

expresses dissatisfaction

to the

interlocutor while an indirect complaint is expressed implicitly (Maria Elias,
2013). While, an indirect complaint is also expresses displeasure and
annoyance (Boxer, 1993a cited in Kozlova, 2004). An indirect complaint may
also be referred to as ‘griping’ and ‘grumbling’.
Handling complaint of customer complaints is one of the major
determines of customer satisfaction as well as their decision to stay with an
organization (Metwally, 2013). Complaint handling is an important role in an
organisation

and should

be recognised

as such as by manageme nt

(Ombudsman, 2017). Ombudsman Western Australia is one of organization of
Western Australia’s government to solving the complaints of society.

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13

2.3

Radio
Radio is a device communication to communicate with other people and

sharing information with electromagnetic waves. Radio talk is a type of radio
or media broadcast in which topical issues are discussed by the presenter and
by listening by phone. In radio talk there is talk shows. Radio talk is probably
the oldest format on radio. Radio talk have to go through a process of being
changed into radio’s spoken word style. With radio talk it can listen only in
public service broadcasting stations. The anchor it can also chatting with an
unfamiliar person, through the phone. The listeners expect to interesting and
informative talks. Radio talk shows is one of the program in radio talk. There
is needed a competence radio host with the necessary skills to handle the
interactive nature of such programs.

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CHAPTER III
RESEARCH METHODOLOGI

This chapter explains about research design, instruments, techniques of
data collection and data analysis.

3.1 Research Design
The researcher adopts content analysis as a method. Dörnyei (2007)
assumes that qualitative data can come from many sources. Cameron (2001)
states that many researchers deal with an interest in discourse analysis,
especially with spoken data using qualitative approach. The researchers used
audio recording data and transcribe data to analyse the content that occurs in
dialogues between the announcers and the callers complaints in radio
especially in complaints section handling complaints from the callers.

3.2 Data collection

3.2.1

Data and Data Sources

The data sources of this study were the announcers and callers in radio.
The radio is Suara Suarabaya. The uniqueness of Suara Surabaya radio that it
is the only one critical radio. Suara Surabaya is popular with news interactive
solutive. This radio is the voice of Surabaya’s people to share their voices,
such as, traffic information, opinions, and complaints, and so on about the
conditions of Surabaya. Mostly, Suara Surabaya contains traffic information.
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15

Suara Surabaya FM is lively aired in 100.00 FM. Suara Surabaya is lively
aired every day. In this research, the writer recorded in Monday until Friday in
6 am until 1pm. The recording was done on 26 th April 2017 until 26th May
2017. The writer choose in Kelana Kota programs radio.
This research needs deep analysis to analyze the complaint sections in
dialogues between the announcers and the callers complaints in radio.
Meanwhile, the data were taken from naturally recorded data. Here, the writer
used audio recording data from telephone.

3.2.2

Instrument

The instrument used in this research was human instrument. The human
instrument was the research herself, because she is the one who collects and
analyse the data. Additionally, the researcher also used some supporting
instrument such as, laptop, audio recording, hand phone, paper, earphone, and
so on.
In order to record the dialogues when the announcers and the callers
occurs, the researcher used a hand phone as audio recorder. The recording
process is quite easy to be done, because has noise voice that annoying the
through of recording.

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16

3.2.3

Techniques of Data Collection

The writer used the following techniques to collect the data, as
followed:
1. The writer recorded the data in Suara Surabaya radio at 6 am till
1 pm in a month.
2. The writer transcribed the dialogues between the announcers and
the callers.
3. The writer coding the transcript.
4. The writer identified the type of complaints.
5. The writer classified types of complaints.
6. The writer analyzed the classified of complaints.
7. The

writer

identified

the handling of complaints by the

analysed

the

announcers.
8. The

writer

handling

of complaint

by

the

announcers.
9. After all the writer drawing the conclusions.

3.3 Data Analysis
In analysed the data, the writer used several types below.
1. Identifying the Complaints.
The first step in data analysis was identified kinds of
complaints. After the writer collected the data, she

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17

identified the kinds of the complaints that occurs in the
dialogs by giving the signs of the complaints. For the
examples bellow.

F
i
g
figure 3.1 Examples of identified the complaints
2. Classified the Complaints.
The writer classified the data that exist in dialogues is from
highest number till lowest number. And the writer applied
each total number of the classified of complaints into
percentage by using the following formula:

�

x8=n
1��

n= number of percentage
c= complaint that found in the
dialogs
8= number of complaint in point

And in applied total number of handling complaints into
percentage by using formula below:

xTx100

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18
X= number of passive or active
responds
Y=number of complaints in point 10
T= number of the data

3. After classified the data, the writer put the coding of the
classified the complaints.
Table 3.1 examples of classified the complaints
Classification of Complaints
Broken Road
Traffic Jam
Breaking the Rule of Traffic
Cutting the Line of Train
Light Off
Traffic Light Off
Airport Queue
3.2 Coding of Classification of Complaint
Code

Meaning

BR

Broken Road

TJ

Traffic Jam

BRT

Breaking the Rule of
Traffic

CLT

Cutting the Line of Train

LO

Light Off

TLO

Traffic Light Off

AQ

Airport Queue

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19

Table 3.3 Coding of Announcer and Caller
Code

Meaning

A1

Announcer 1

C1

Caller 1

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CHAPTER IV
FINDINGS AND DISCUSSION

This chapters presents the findings and discussion from this research.
The findings section explains about the classification of complaints, and
handling complaint by announcers. This research deals with the analysis of
content analysis of complaint section in radio.

4.1 Findings
The explanation of content analysis in the radio dialogues is delivered
in two parts. The first section is about complaint section. The second one is
about handling complaints. This research presents the findings of the study by
answering the research question number one that is what the complaint are
usually done by the callers. Based on the analysis, the data include 32 data of
complaints. Those data are classified into seven types of complaints based on
the dialogues between the announcers and the callers. For details of the data, it
can be seen at appendix.

4.1.1 Classification of Complaints
The result of the data analysis about classification of complaints in the
following table chart.

20

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Classification of Complaints
Airport Queue (AQ)

8%

Broken Road (BR)
16%
16%
24%

Light Off (LO)
Breaking the Rule of Traffic…

Traffic Jam (TJ)
Breaking the Rule of Traffic (BRT)

40%

Cutting the Line of Train (CLT)
56%
64%

Broken Road (BR)
0%

20%

40%

60%

80%

Light Off (LO)
Traffic Light Off (TLO)

Figure 4.1 Classification of Complaints
From figure 4.1 above, shows that the percentage classification of
complaints found by the writer. It can be seen that the highest classification of
complaints is broken road as many as (64%). While, the lowest classification
of complaints is airport queue (8%). The percentage of complaint about traffic
jam is (56%) is the second order. In next order is frequencies percentage of
breaking the rule of traffic with (40%). Cutting the line of train with (24%).
And in the same frequency is complaint about light off and traffic light off in
(16%). Thus, the writer gives an example of the classification of complaints in
the following bellow.

4.1.1.1 Complaint of Broken Road (BR)
Complaint of broken road as the highest percentage of classified the
complaint (64%). In this types, the researcher finds eight data of broken road.
The writer only chooses two examples from eight data.

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Excerpt 1: (caller 6)
Excerpt above is the data analysis from the first example of broken
road that is broken road with a deep hole.
(4) C6: Iya mas Isa, iniloh saya mau mengeluh kepada siapa
(Yes sir, to whom should I complain?)
(5) A1: Apa itu pak?
(What is that Sir?)
(6) C6: Naah berkenaan dengan perlintasan KA yang KM 45
(Naah, it is about the railway crossing in 45. KM (0.2))
(7) A1: He.eh
(he.eh)
(8) C6: Ini saya sudah pegel kirim surat koordinasi, yaa sudah pegel
katakanlah gitu
(I am tired sending the coordination letter all the time, let’s
say, already tired)
In line (4) the caller begins to ask about his complaint. In this line, it
can be seen that the caller wants to complaint a serious thing. In line (8), the
caller can be seen disappointment because he does not get the respond from
the government about the coordination letter that have been sent. In here, the
caller

expresses

his

feeling

of

disappointment.

The

expression

of

disappointment includes in the strategy of complaint (Trosborg 1995 cited in
Wijayanto et al. 2013). The caller expresses a feeling of dissatisfaction in line
(8) as his expectations of the complaint are does not realize or does not get the
respond.
(15) A1: Kenapa pak?
(Why Sir?)

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(16) C6: Setiap kali ada lubang sudah kita kirim surat, kita foto, kita
koordinasikan, namun dari balai besar maupun PT.KAI ini
kyknya kok salin melempar gitu loh mas, mungkin ada solusi
dr radio SS mungkin lebih mengena begitu
(Whenever there are any holes (.) we always send letter (.)
photograph (0,2) we coordinate but, (.) either the association
or PT.KAI, keeps throwing responsibility at each other (0,4)
maybe the solution from SS radio can be more hit the target)
(17) A1: Apa pak yang dipersoalkan?
(What seems to be the problem, Sir?)
In line (15) the announcer try to responses the complaint from the
caller “why Sir?” in line (16) the caller uses long sentence to explain about
the problem. He has been done to send a letter, but the government never
responds the letter. It is makes the caller felt dejected with the government.
(28) C6: Betul (.) namun diantara dua rel ini mas Isa, ini lubang
muncul lha ini setiap saat hujan ada [sepeda mesti berjatuhan
(Right! But between these two railways (.) there is this hole
appear whenever the rain comes, bikes often fall because of
this)
(29) A1:

[He.eh, baik baik mudah-mudahan ini direspon yaa
oleh Dishub atau oleh PT.KAI nya ya
([he.eh, Ok. I hope this matter will be responded by the
Department of Transportation or by PT.KAI (0,3))

In line (28) the caller give the clear explanations about the effect of
broken road that causes an accident especially in rainy day. Overlapping
occurs in line (28) and (29), form the data above shows that the overlap

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uttered by the caller. This overlap occurs when the announcer answering the
statement from the caller.
In line (17) the announcer handling or responds the caller with asks
question “what seems to be

the problem Sir?” here, the announcer gives

more explanation about the problem that happen clearly. And in line (29) the
announcer gives an optimistic respond to the caller or wish about that his
complaint can get response from the government or relevant parties.

Excerpt 2: (caller 30)
This is the second example of the broken road in the middle of railway.
(6) C30: Mbak kemaren itu saya lihat di-di apa pabrik paku itu
rel kereta itu (0.2) [lubangnya itu cukup dalam mbak
(Miss, yesterday I saw in-in that nail factory, that
railway (0,2) [the hole is deep enough)
(7) A1:
[He.eh He.eh
([He.eh He.eh)
From data above it, the caller says the complaint about the hole in the
middle of railway. When the caller tells about the complaint, the announcer in
direct answer it so, overlapping cannot be avoid between the announcer and
the caller.
(10) C30: Dan itu udah sebulan lebih kali (.) nah kemaren itu
sempet ada mobil itu hampir kejebak di rel kerta itu
[maju mundur karena dalem [dalem banget, lumayan
laah
(And that had been more than a month (.) and
yesterday there was a car that almost trapped in that

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railway (0,3) [move back and forward because the
[hole is too deep)
(11) A1:
[itu yang
[he.eh he.eh, pak itu yang sebelah mana yaaa yang dari
arah pabrik paku keluar arah Waru atau dari Waru?
(
[That is
[He.eh He.eh from that direction was the train heading
to out from Waru or come from Waru Sir?
Data above noted that the condition of the hole is very dangerous, the
location is in the middle of railway.
(14) C30: Betul betul, itu cukup dalam mbak dan itu saya bebrapa
kali juga gigi satu aja kita harus ngegasnya kenceng banget baru
bisa jalan, padahal di depannya kan banyak motor yang keluar
dari Gedung pariwisata itu loh\
(Right! Right! The hole is deep enough (.) although I
already use gear one, I still need to force powerfully to
move (0,2) in fact, there are many motor cycles which
exist from that tourism building)
(15) A1: Iyaaa, iyaaaa
(Yeahh, Yeahh)
In line (14) the caller repeats his utterances “Right! Right!” the
utterances indicate to make sure that the hole is enough deeply. And the caller
explains his experience when he through it the hole. The caller tells that the
hole is deep enough, and it makes difficult for the driver. Because the hole in
the middle of railway, the driver must be carefully when through this road.
And the worrying is, when a car trapped in that railway, and the train comes.

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4.1.1.2 Complaint of Traffic Jam (TJ)
Complaint of traffic jam is second highest of percentage with (56%).
In this data, the writer finds seven examples of traffic jam based on the
dialogues. Traffic jam happens because of the density of traffic, the
constriction of road and no arrangement of the policeman.

Excerpt 3: (caller 7)
(6) C7: Iya ini dari Kapas Sari ke Kertajaya lancar lewat Nias (Jalan
[sekali
(Yeah, this is from Kapas Sari Street to Kertajaya Street is ver
smooth through Nias Street once)
(7) A1: [Lancar ya pak?
([Smooth, Sir?)
(8) C7: Iyaa, tapi kalo lewat Billiton jangan harap [lancar
(Yes!,but if you go through Billiton Street, don’t expect it to [be
very smooth)
(9) A1:
[Jadi lewat nias saja pak ya?
([So, Nias Street is better way Sir?)
(10) C7: Iya bu, kalo mau ke kertajaya hindari biliton saja, kalo lewat
niasa 40KM/jam bisa jalan itu
(Yes, if you want to go Kertajaya Street,(0,2) avoid the
Billiton Street, (.) you can go through Nias Streetfor 40km/h)
From excerpt above, the caller begins with introduction of the problem
in line (6). The caller gives an information about the condition of way that he
goes through. The caller gives an information that the way is free from Kapas
Sari Street to Nias Street. In the next turn in line (8), the caller asks his
complaint “don’t expect it to be very smooth”. Here, the caller expresses the
criticizing strategy based on the complaint strategy, (Trosbog 1995 cited in

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Wijayanto et al. 2013). From this statement shows that the condition of traffic
jam is very crowded because the constriction of road in Billiton Street. In line
(10), the caller finishes his complaint with gives some information to listeners
that they have to through another way to avoid the traffic jam in Billiton
Street. The caller gives the suggestion to through Nias Street it can be speeds
in 45 km/h spends.

4.1.1.3 Breaking the Rule of Traffic (BRT)
Breaking the rule of traffic is the third data of complaints with (40%)
percentage.

The writer finds five data containing complaints of this

classification. Every data has some different problems or complaints. In this
analysis, the writer shows three example of BRT’s complaint. The complaint
of breaking the rule of traffics are about cutting the traffic light, against the
traffic flow and does not wear a helm. This phenomena comes in every time
and in everywhere.

Excerpt 4: (caller 12)
This excerpt analysis about BRT’s complaint in cutting the traffic
light. This complaint includes breaking the rule of traffic. This problem
happens because the riders do not know the basis of legal law about cutting
the traffic light. It can be dangerous for another riders or drivers.
(4) C12: Ngeeh, saya tadi dari bundaran Waru kearah ini, arah Kedung
Turi merambat cenderung berhenti tadi yang dari arah

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Kedung Turi mau masuk ke Medaeng Bungurasih itu crowded
banget karena disitu ndak ada pengaturan dari petugas polisi
terus polisinya ndak ada
(Yeah, I was from Waru round about to this way, from
Kedung Turi was very crowded there because there are no
management from the police, and there are no management
from the police, and there are no police there either)
(5) A1: He.eh
(He.eh)
(6) C12: Dari arah Kedung Turi masuk ke Medaeng itu e-e-e-emotornya saling serobot ndak peduliin ini traffic light
(From Kedung Turi Street to Medaeng e-e-e the motorbikes
are overtaking between each other, disregarding the traffic
light)
(7) A1: hmmmm padahal TL-nya merah tetep nerobos aja?
(Hmmm, although the traffic light stop (0,1), but they still cut
the traffic light?

From the excerpt above, it shows that the caller asks his complaint
about cutting the traffic light. The caller begins to gives the explanation by
illustrating the condition of road it is very crowded because, the police do not
work effectively in line (4). In next turn line (6), the caller asks the problem
directly that motor cycle breaks the rule of traffic light, not only motor cycle
but also, public transport do the same things.
(8) C12: Hmmmm iya bener, itu bukan hanya motor aja, kadangkadang ya angkot juga bis juga, jadi kadang-kadang … ini
crowded banget ini disini
(Hmm, Yes! And that is not only motorbikes, sometimes public
transport do it as well, so sometimes it is very crowded here)
(9) A1: Ohhh he.eh he.eh
(Oh:::, he.eh he.eh)
(10) C12: Ndak ada pengaturan polisi ndak ada satu petugas polisi pun
saya lihat disini

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(There is no policeman here)
In line (8) “it is very crowded here” he stressing symbol exist to
indicate the caller expresses feeling of disappointment cause the traffic jam.
The condition is very crowded and the police do not work to organize the
traffic. The caller complaints with calm down, but he cannot hide the feeling
of disappointment from the announcer.

Excerpt 5: (caller 25)
In this excerpt, the second example of BRT’s complaints about the
problem of against the traffic flow. From the data analysis of BRT’s
complaints, the writer can conclude that there are three kinds of against the
traffic flow. The writer only focuses one of them, and chooses of some
excerpt.
(16) C25: Yaa maunya kan Sidoarjo, tolong di perhatikan, kan jalan ke
Juanda, jalan Internasional loh mbak
(Yeah, actually it passes Sidoarjo (.) please gives more
attention, Juanda is International way (0,2))
(17) A1: He.eh
(He.eh)
(18) C25: Kalo setiap pagi itu orang motor melawan arus, itu bahaya
sekali mbak, polisi ndak pernah ada disitu mbak, Cuma saya
pernah sekali saja di lampu merah yang ke yang ke apa itu
yaa Bypass

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(If every morning the rider is against the traffic flow (0,1) it
is very dangerous (0,1) no policeman over there (.) I only
saw them once in the traffic light that to-to Bypass)
Before the caller tells about against the traffic flow, he gives an
information about traffic and complaint about the broken of road in the Juanda
Street. The example above shows that the caller asks to the government about
the road in Airport is international road. Maybe the caller monitoring in
everyday or every morning but, the police never stay in this area, so he knows
the condition of this road. The caller expresses his criticizing feeling about the
problem. This is includes in one of the strategy from (Trosborg 1995 cited in
Wijayanto et al. 2013).
(20) C25: Bahaya sekali mbak kalo dilihat dari tamu-tamu
Internasional, kok gini orang Indonesia sukanya ngelawan
arus
(It is very dangerous Miss, if it is seen by foreigner why
Indonesian likes to against the traffic flow)
(21) A1: Yaaaa yaaaaa
(Yeah, yeah)
The statement of stressing symbol “it is very dangerous” line (20)
indicates that the cause of against the traffic flow can be lost their life of the
rider and the point of view from the foreigner or tourist they can judge the
regulation of our country.
(22) C25: Itu sebetulnya mbak, bukan salah siapa siapa, motornya
sendiri mbak ndak mau putar sedikit saja mbak, kan selamat
mbak

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(Actually, this is not anyone’s mistake (.) the motor riders
don’t want to turn for a while. If the motor riders never want
to turn back, it can be safety)
(23) A1: Baik Pak Karmen, makasih
(OK. Thank you Mr. Karmen)
The caller finishes his complaint in line (21) that gives an opinion. He
asks about “Actually, this is not anyone’s mistake (.) the motor riders don’t
want to turn for a while.”. The meaning of this, the caller is not deal with the
condition (against the traffic flow), his disappointment with all the offender. It
can be seen that the caller little bit disappointment with the problem. The
caller gives an opinion to turn back to the road “it can be safety”.

Excerpt 6: (caller 29)
Excerpt 6 shows the last examples of BRT’s complaint about breaking
the rule of wearing a helm. Helm is the important things that must be wear by
the reader to save our head. The big mistakes on the way is when the riders do
not wear helm.
(4) C29: Mengenai operasi semeru mbak Silvi
(It is about Semeru Opration Miss Silvi)
(5) A1: Kenapa pak?
(Why Sir?)
(6) C29: Jadi di daerah sini buanyak yang ndak pakai helm mbak silvi
(So, (0.2) in this area, there are many riders who don’t wear
helmet Miss Silvi)
(7) A1: Daerah mana pak?
(Where Sir?)

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From excerpt above, the caller is begun by explaining the purpose. The
caller explains about the purpose to start the conversation by describing,
shows in “Semeru Operation” line (4). The Semeru operation is one of part in
the traffic rule to make people to be disciplines in the road. Next turn, the
caller asks the complaint about the rider do not wear a helm in the area.
(12) C29: Kalopun warga sekitar juga harus ditilang mbak, soalnya
kan melanggar itu
(Even tough (.) people around the area are also need to be
punished, Miss, (.) because they are break the rule)
(13)A1: Iya pak membahayakan itu
(Yeah sir, it is dangerous)
In line (12), the caller begins with protest that “people around