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THE INVESTIGATION OF THE GUESTS’ COMPLAINT AND THE EMPLOYEES’ RESPONSE OF A HOTEL IN BANDUNG - repository UPI S ING 1104290 Title

THE INVESTIGATION OF THE GUESTS’ COMPLAINT AND THE
EMPLOYEES’ RESPONSE OF A HOTEL IN BANDUNG
A research paper
Submitted in partial fulfilment of the requirements for Sarjana Sastra degree
in Indonesian University of Education

N. Sumi Kulsum
1104290

DEPARTMENT OF ENGLISH EDUCATION
FACULTY OF LANGUAGE AND LITERATURE EDUCATION
INDONESIA UNIVERSITY OF EDUCATION
2016

STATEMENT OF AUTHORIZATION

I hereby certify that this research paper entitled The investigation of the guests’
complaint and the employees’ response of a hotel in Bandung is my own work
and it does not contain material which has been submitted or presented for
awarded of any other degree of diploma in any university or institution. I am fully
aware that I have quoted some ideas and statements from other resources and they

are acknowledged and stated properly in the paper.

Bandung, October 2016

N. Sumi Kulsum

PAGE OF APPROVAL

The investigation of the guests’ complaint and the employees’ response of a
hotel in Bandung
A research paper
By
N. Sumi Kulsum
1104290

Approved by,

First supervisor

Co-Supervisor


Dadang Sudana, M.A., Ph.D.
NIP. 196009191990031001

Ernie D. Ayu Imperiani, M.Ed
NIP. 197809222010122001

Department of English education
Indonesian University of Education
Head,

Dr. R. Safrina Noorman, M.A.
NIP. 196207291987032003

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