CHAPTER I INTRODUCTION

Presented below is a chapter that introduces the background of the study with respect to the importance of English in global communication setting. From the background, the writer continues to formulate the research questions or statement of the problems, objectives of the study and limitation of the problems. Chapter I ends in organization of the paper.

1.1 Background of the study A language is needed for the survival of human species because of the fact that people need to interact with each other for their day-to-day social undertakings. Two forms of language are commonly known as either spoken or written. A spoken language is realized by means of speech organs, resulting in linguistic waves of sounds understood by people with shared linguistic competence and performance. Nowadays, English is very needed by the people in the world because English is the international language. Meanwhile, Indonesian language as a national language has become the second language in Central Java. Most of Javanese speak Javanese as their mother tongue. Although The usage of Javanese language is very dominant in the whole aspects, most of Javanese also acquires English, especially those whose the

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job is relevant to the use of English. However they find difficulties in the process of acquiring the oral English as they are influenced by their mother tongue Javanese. People in Indonesia especially those that work in BCA and possibly in other banks or offices have to study English because it is a means of international communication. BCA has gone international for quite some time as there are branch offices overseas. This research was conducted to know the English language functions performed by BCA’s tellers as a means of evaluation of their general and functional mastery of English in line with one the requirements as bank tellers in trying to gain international recognition. “Bank Central of Asia” or BCA for short is one of the private banks in Indonesia that gives banking or financial services for the customers. The major functions of the Bank are (1) to collect deposits of money, (2) to finance business dealings and any other related banking services. In other words, funding is done by a bank using the fund collected from the public who want to earn an interest in the forms of saving, fixed deposit. Meanwhile, lending (giving loans) is an activity done by a bank for distributing the fund, such as KPR (Housing Loans), KKB (Car or Motorcycle Ownership Loans). Service is an activity by a bank for giving the facilities for ‘fund’, such as saving deposit box, “money transfer, debt –collection. In a bank, one of the divisions that gives the direct service about fund to the customers is termed as ‘Teller’ or Bank Teller. In BCA especially the teller must be qualified enough to be able to compete with other banks at national or even international level and English mastery has 2

become one of the requirements to go international. Therefore, the writer is interested in analyzing the English mastery of BCA’s tellers in terms of language functions to see how competent they are in English, and possibly suggests BCA Semarang in order to improve about their English performance in anticipating the global era implications . 1.2 Statement of the problems Based on the above background, the statement of the problems can be stated as follows: “What English language functions are required and performed by BCA’s tellers?” This is a starting point (initial research) which investigates the language functions on the basis of which further studies on banking lexical items or possibly other meta-linguistic functions, such as ideational, interpersonal, and textual can be conducted. .

1.3 Objective of the study Since there is only one research question, this study is therefore aimed at identifying the English language functions required and performed by BCA’s tellers so as to justify its claims to have internationally standardized banking services. In achieving the above objective, the writer has developed an analytical procedure as described in Chapter III of this thesis with which to analyze the data based on the theoretical framework outlined in Chapter II.

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1.4 Scope of the study The thing that is very important in a research is limitation. Based on the reason, the writer limits the topic so that the writer can focus on the subject being analyzed. In this research, the writer discusses the use of English for BCA tellers with respect to the language functions required by BCA tellers. Therefore, within the scope of the study, it is hoped that the writer can come up with finding which picture the real profile of BCA tellers on the basis of which suggestions can be offered for the betterment of their performance.

1.5 Significance of the Study As this is only an undergraduate thesis, the writer cannot hope much with respect to its potential significance in both theoretical and practical contributions. However, I do hope that this study may represent one barometer of successful completion of an undergraduate degree in English language and literature. Furthermore, the students of FBIB UNISBANK may have a look at the format and procedures of analysis, with which they may proceed to writing their own thesis. Of course in doing so, the writer hopes that they follow strictly the academic tradition of referencing other people’s work to avoid being labeled as plagiarism. Finally, BCA may benefit from the writer’s suggestions for the betterment of its tellers.

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the researcher conveys the discussions of the findings). objectives of the study. Many data that needed by the researcher are collected and analyzed in this part.6 Organization of the Paper Organizations of the paper refers to how the research is written to report the findings. and data analysis. To make it clearerfor the readers. statement of the problems. Chapter IV is about Findings and Discussions (it is the spirit of the thesis). The keys of comprehending this research are provided in this chapter). There are 5 chapters: Chapter I is about Introduction ( this chapter presents the research foundation including background of the study. Chapter II is about Literature Review (to keep both research’s validity and reliability. Contribution of the samples gives a lot of objective views in gaining the data required). The findings display all results of data analysis. Chapter III is about Research Methodology In this session. Chapter V is about Conclusion and Suggestions. there would be research design. The research questions meet the answers in this chapter.1. scope of the study. and its organization paper. the researcher provides knowledge related to the topic). data collection. data instrument. method of the study. 5 . samples.

Almost all international conferences and competitions are conducted in English. English has become a very popular 6 . Furthermore.it is the global means of communication: the language of communication wherever a deal is being done internationally. now it is the time when communication between people may find solutions to any problem from global and local settings.CHAPTER II REVIEW OF RELATED LITERATURE This chapter outlines or reviews relevant literature on the basis of which theoretical framework can be developed in order to come up with solid analytical tools for data analysis. With opportunity to use internet now. 2. Officially. Diplomats and politicians from different countries use this language to communicate with each other. European Free trade Association.1. NATO. that in today's business world.transworldeducation. English as a Means of Global Communication For the few decades. Thus.htm. English now has a special status in more than 75 countries. English is no longer viewed as a foreign language .com/articles/globeeng. the English is the main language of most international organization like the United nations. English has played an important role as in business dealing as stated in http://www. with a total population of over 2 billion speakers.

means of contacts among people from all over the world. learning about their life and culture. or email. namely written and spoken. Good written communication is essential for business purposes. articles and memos are some of the ways of using written communication in business. a person writes sentences or texts in order for him or her to communicate. Written communication is used not only in business but also for informal communication purposes. English is of course used in Banking World as a means of communication to the customers. emails and other formal letters especially sent to overseas banking affiliates including 7 . grammar. Men and women and even children from different country can talk about their ideas and opinions in the Internet discussions. The effectiveness of written communication depends on the style of writing. The written communication can be edited and amended many times before it is communicated to the second party to whom the communication is intended. clarity and precision of language.1 English in Banking World To narrow down the issue in line with the topic of the study. reports. E-mails. 2. Mobile SMS is an example of informal written communication. In written form.1. Basically there are 2 forms of languages used in communication . This is one of the main advantages of using writing as the major means of communication in business activity. Written communication can be either via snail mail. Written communication is practiced in many different languages. vocabulary used. sending e-mail.

a bank also provides bilingual (Indonesian – English) transaction forms for its banking services. which may be classified. The tenor of the discourse is also clear. that is banking transaction.branch offices all over the world are written in English. This is arguably true because the teller and his and customers are all busy individuals who. namely (1) field of the discourse. namely between a teller and a customer as the interactants. Teleconference among managers across the globe is also conducted in English. BCA uses Bahasa Indonesia. the mode of the discourse may fall within a formal spoken language. 1994:52-53). \ BCA as one of the leading banking corporations in Southeast Asia has made use of English in international communication within BCA’s overseas branches and across other overseas banks. that is the spoken English as used in everyday exchanges during the banking services. a bank teller must be able to use English in a specific genre of banking transactional services. However. in a bank. The field of the discourse is clear. in Indonesia. a bank also requires the tellers to be able to functionally communicate in English with the non-domestic customers. have nothing else to talk about except within the banking transaction. In the case of using spoken English in banking transactions. In addition. Finally. Thus. according to Systemic Functional Linguistics. into three register variables (Eggins. (2) tenor of the discourse and (3) mode of the discourse. 8 . it is arguably true that local or national language is still used for local or national transactions. To anticipate the possibility of non domestic customers.

org/careers/careerDetail?id=8&oc=100017). 2. This is acceptable since a customer is in banking business considered the king. especially in language function (http://www. Below are identified as some helpful guides to common language functions focusing on standard phrases.especially on the part of the teller. structure and vocabulary used in a particular context of situation.com/b/2007/03/14/languagefunctions.about. a bank teller must be able to comply with standard operating procedures.htm (1) Contrasting ideas (2) Making complaints (3) Asking for information (4) Giving advice (5) Guessing 9 . The customer may.1. Some bank tellers are trained to explain different services offered by the bank to its customers. it is argued that Bank tellers carry out routine banking operations such as cashing checks and accepting deposits and payments.iseek. Therefore. etc. thus producing specific registers in Kenneth Beare (1997) which can be accessed in . http://esl.2 English Language Functions A lot of what people say is for a purpose: expressing a wish. apologizing. asking for help. and the principle that the king can do no wrong is still applied in banking transaction. sometimes use an informal spoken language towards the teller. In practice.

although the hotels were not equipped to handle them all (Kenneth Beare).. Getting a good job is hard work.. They decided to stay in the area. but... but we have got to get going. Here are some of the most common: • • • • • We'd love to stay for dinner. There may have been a misunderstanding about. in spite of their problems with the local residents.. but... Excuse me if I'm out of line. I think you might have forgotten to. Maybe you forgot to. people may make complaints over something by using the following formulas: • • • • • • • I'm sorry to have to say this but.. Peter decided to visit India.. Don't get me wrong. (Kenneth Beare) 10 . there are a number of formulas used when contrasting ideas in English. most people eventually find one with patience. There were a number of people who came. Meanwhile. I'm sorry to bother you. but I think we should.(6) Being imprecise or vague (7) Saying ‘No’ nicely (8) Showing preferences (9) Making suggestions (10) Offering help (11) Giving warnings (12) Demanding explanation In contrasting ideas.... Despite the difficulties of a long journey.. however..

If I were you. You ought to work less.... people may use the formulas. such as (1) Can you tell me 11 . such as using the following formulas • • • • • • • • • I don't think you should work so hard. I'd work less. Of the other language functions that have not been elaborated but are relevant to the current study are offering help and demanding explanation of which the formulas are as follows: In offering help.. You ought not to work so hard.. some people..At one time or another.? I'm interested in. I'm looking for....? Do you know. You had better work less. Whatever you do.? Do you happen to know. I'd work less. due to their power relation may give advice.? I'd like to know.. people may use the formulas. Could you find out. don't work so hard (Kenneth Beare). If I were in your shoes... such as (1) May I help you? (2) Can I help you? (3) Are you looking for something? (4) Would you like some help? (5) Do you need some help? (6) What can I do for you today? Meanwhile in demanding explanation. If I were in your position. people may ask for information by using the following formulas: • • • • • • • Could you tell me. I'd work less. (Kenneth Beare) In line with normal human communication.. You shouldn't work so hard.

(2) I don't understand why..... Of course.1.. Below are possible transactions using language functions that may apply in banking transactions. (4) Why is it that.. the writer has outlined common language functions of which offering help. I need to withdrawal $500 from my savings account... Ellison in the loan department. demanding explanation (requesting someone to do something) are considered relevant to the current study. You will have to see Mr. 12 .. asking for / giving information (something else).3 English Language Functions in Banking Transaction As above. do you have an ID. cash a check)? I would like to (..(6) Does this mean. Please complete this deposit slip. I would like to apply for ( ...(3) Can you explain why.. Who would I talk to ( . After knowing some of the language functions as described above. Expression I want to (.. make a deposit into my checking account). the writer is in a position to describe the English language functions especially used in banking transaction....(7) Do you really expect me to believe.why... 2..(5) How come.a bank guarantee card). Do you have your passbook? Please see the woman at the new accounts desk over there.. about a car loan)? Response Certainly.

. Here an independent clause is either indicative or imperative in mood. Furthermore. such as “Do you have your passbook?” or requesting such as “Please see the woman at the new account desk.com/bank.about a car loan)?” Meanwhile the bank teller in response to the customers’ expressions may use certain interpersonal expressions.” From the above illustration.com/2008/12/understandinghallidays-functional. etc” followed by demanding information. if interrogative.è What do they drink? Imperative: Drink! Let’s drink! (Source: http://asalusulbahasa.htm On the part of the customers.blogspot. and (2) asking for information such as “Who would I talk to (. according to Halliday (1994:42-43). the writer is of the opinion that the teller’s English language exchanges are limited to indicative and imperative elements of clauses. the element of a clause chosen as the theme depends on the choice of mood. such as ‘I want to (cash a check)’. They don’t drink coffee. they use language functions of (1) expressing a purpose of coming to the bank. Of course. Well. such as “Certainly. For examples: Indicative: declarative è They drink coffee.type). every independent clause selects for mood. it is either polar interrogative (yes/no type) or content interrogative (Wh.Source : http://www. Indicative: Interrogative yes/no è Do they drink coffee? Indicative: Wh.yadayadaenglish. it is either declarative or interrogative.html) 13 . if indicative. In other words.

) (2) Asking for / giving information/ demanding for something Can I have your ID card. Next. (2) asking for / giving information/ demanding for something. (etc. (3) expressing ‘thanks’ each of which can be exemplified below: (1) Offering help Can I help you? What can I do for you? Anything I can do to help? Yes.) (3) Expressing ‘thanks’ Thank you. please? Do you have an account with us? Can you go to the next window? I’ll be right back.From the above illustration. please. Thank you for banking with us. Therefore. please. namely by three categories: (1) offering help. language functions are of many types depending on the purposes of the exchanges. Anything else? (etc. the writer arrives at the analytical framework that can be used to analyze the data in this thesis. 14 .

giving the rewards/gift for the customers and giving the better service for the customers.2 Bank Services There are many banks in Indonesia. giving many facilities for the customers. Whether you need to take care of personal finances or you need to use some offshore banking services. They do this with the help of electronic banking services that were designed to allow more efficient banking. more and more of these electronic banking services have been introduced. Luckily. That means that regardless of what type of banking you need to do there is likely an electronic way to accomplish the task. or the ATM. There are some ways to maintain or collect the customers. (etc. there are plenty of different ways that a person can avoid having to go to the bank at all. Since the internet and computers have become so popular. One of the most popular types of banking that provides a great deal of convenience involves the automated teller machine. With a simple ATM card we can head to one of these machines and take out money. Many people today find that going to the bank and waiting in line can really be a hassle. like: giving high interest rates. come again. so the banks must compete with one another to maintain the customers or inviting people to become their customers.) 2. new electronic methods can really simplify your life.Thank you. check our account 15 .

like: saving and fix deposit.com/) Traditionally. Funding means that bank is a place for collecting the fund/ finance that save and give the profit for the customers. The only drawback to using ATMs is that there can be high service charges if we use one that is not branded by our bank. lending. Lending means that a bank is a place for distributing the fund. Now the writer wants to talk about them. By taking advantage of these services you can really save yourself a lot of time.bankservices. Some banks even allow you to transfer money between accounts using an ATM. there are three major functions of a bank: funding. You can schedule your bills to be paid on time so you never have to worry about a late payment again.balance. Service means that a bank is 16 . like: kpr (housing loans). From there you have access to all of your accounts that you have at that bank. If you use an online bill paying service the money is transferred electronically. checkout some of the bill paying electronic banking services that area available. You also will not have to spend a bunch of time writing out checks to pay your bills every month. Transfer funds between your accounts with ease. Online banking is another form of an electronic banking service that is becoming more popular every day. and service. If you are looking for superior convince. and even deposit funds into our accounts. For those that have access to the internet and a computer all you need to do is head to your banks website and login. This means that you can save a great deal of money on stamps that you will not have to buy each month as well (http://www. You can also use online banking to see how much money you have in your accounts and where the money you have spent has gone. kkb (car or motorcycle loans).

Therefore. Normally. and debt collection. He or she s must be able to know about the banking products especially about saving products and services. money transfer. a bank teller must know and must be able to do the efficient. a bank gives the basis training for the tellers after recruitment process. He or she must 17 . friendly. a customer should come to the bank. 2. Outlined below are some standard competencies of a bank teller. Meanwhile. simply because of their sheer visibility and due to them being an integral part of the bank customer relationship. tellers must to know most of knowledge about self grooming standards and etiquettes.1 Bank Tellers’ Standard Competencies It is argued that A bank teller is one of the most prominent members of a bank’s employee base.a place for giving the service facilities.job-interview-site.html). Basically. Despite the fact that many transactions can be done online.com/bankteller-interview-questions-and-answers. interest enthusiastic. a bank teller is still important. and careful system. Therefore. There are still other transactions that cannot be done online. a bank teller is one of the important divisions of a bank that gives the direct service for the customers in the finance transaction. however.2. it goes without saying that the job interview for a bank teller is quite important and is also different than the interviews for the other jobs in the bank (http://www. In other words. like: SDB (save deposit box).

There are in English several standard of greeting. Another important thing for a teller is communication. The characteristic of sincere smile is the smile that give by us should from the bottom of the heart so the other people feel comfortable with us. especially for the customers. including the use of English to accommodate the need for non-domestic banking service. Below are standard attitudes of a bank teller in his or her daily jobs. In this case. (1) Smiling The first thing that teller must do is always to smile at every people. a bank teller must have good personal grooming. communication skills. a teller must be able to functionally use English. Tellers have to do that to all the customers. In addition. Tellers have to give the smile as sincerely as possible.be able to do the right control about authenticity of money and be able to do the right calculation of the money using the automatic counting money machine or by hands. In short. such as 18 . Customers that come to a bank may be domestic and non-domestic. a bank teller must be able to apply the principles of knowing the customers by identity for valid or legal money transaction according to the law of banking. because he or she is connected to the customers directly. (2) Greeting The second rule that a teller must do if the customer come to tellers is greeting.

as a starting point of transaction service. the situation of working is comfortable and it creates familiarity. The use of getting permission to count the money is very important because it shows the respect of a teller for the customer. as described in 2. The introduction between a teller and customer is to know each other although it is performed within the context of a teller and a customer in a single transaction. that is not counterfeit money. This does not usually go beyond that. There are two ways of counting the money. A teller must perform this language function in a friendly way (smiling).3. The language function for this has been described in 2. If it has been done. (5) Getting permission to count the money The language function to comply with this rule is asking for information. Failing 19 . (4) Offering help In this context. This is carefully done by the ultraviolet light. that is to ask for permission to count the money.1. a teller must start to offer help.1.simply saying “Good morning” then followed by offering helps. The next is to check if the money is valid or original. (1) by hand and (2) by machine.3 (3) Introducing The third rule that tellers must obeay if the customer come to tellers is introducing self.

etc. so by offering another help it can help to the customers member that. a teller is responsible for repayment to the bank. A teller must thank the customers for using the service.to do so or if it turns out that there is counterfeit money. (6) Confirming for the customer’s transactional input by the teller Completed transaction should be confirmed. another money transaction. examples: the customers need to print the passbook. (9) Keeping smiling A teller should keep smiling from the start to the end of transaction. A teller must tell the customer that the transaction has been accomplished. Most of the customers forget for their other transaction. It is arguably true that words of thanks can keep a good relationship between a teller and customers. 20 . (7) Offering another help Tellers are able to offer another help to the customers if the transaction is finished. (8) ‘Thank you’ ending Saying ‘Thank you’ is important in every service encounters. and from one transaction to another.

or naturalistic or interpretive approach (Creswell.1 Unit of Analysis 21 .1. 1994:4). and method of data analysis. the study is descriptive and interpretative in nature. 3.CHAPTER III RESEARCH METHOD Described below is the method that was used in the study. In other words.1 Research Design This study was designed adopting the qualitative paradigm or sometimes called ‘the constructivist approach. This means that the writer adopted qualitative procedures of data collection and analysis as described in the sub-titles below. This includes. method of data collection. research design. a a broader sense. 3.

Tika. Siska. The point was that they were BCA tellers.2 Subjects of the Study There were six BCA tellers participating in the study. Milka. 3. Yani. These include: (1) Offering help as a starting point of transaction (2) Asking for / giving information / demanding for something (3) Expressing ‘thanks’ 3. and Michelle. Therefore the writer has limited the language functions as normally performed by a bank teller.1. Their personal data were not recorded since there was no relevance to the study.3 Method of Data Collection 22 .The unit of analysis is each of the English language functions performed by BCA’s tellers in order to come up with a comprehensive understanding of their competence and performance in their job as BCA’s tellers with respect to the use of English language functions. namely Bayu. and in accordance with standard of performance as a bank teller. 3.2 English Language Functions There are many language functions according to the nature of exchanges as described in Chapter II.

This was just a generic pattern of a teller’s transactional banking service. the questionnaire also deals with the standard procedures of service performed by BCA’s tellers. The subjects were to choose the standard procedures of service. the writer used a checklist type of questionnaire to investigate the types of language functions performed by BCA’s tellers. 3. It was assumed that they could complete the questionnaire during the weekend period. There were six language forms in each category of language functions for the subjects to choose from. 23 . After the writer received the completed questionnaires. (2) Calculating the percentage of each response to see the distinctive proportion. she proceeded to the following steps of data analysis: (1) Tabulating the responses in terms of language forms being used in line with the language function.3 Method of Data Analysis Described below are procedures of data analysis that were used to analyze the data obtained from the checklist type of questionnaire. Apart from investigation of the language functions performed by BCA’s tellers. The questionnaire (See Appendix) was distributed to the subjects of the study on Friday and the writer expected them to return the completed questionnaire on Monday.In collecting the data.

4 Data Interpretation and Presentation In Chapter IV. 24 . For additional information. 3. the writer would describe the setting of the research (BCA) in terms of its services and the banking world prior to the data interpretation. the writer would describe the phenomena of each response to get a thorough profile of competence in the use of language functions for standard banking service. From the table. The findings would be presented in tables to display the percentage of responses.(3) Describing the phenomena based on the table. the writer would present the findings and discussion of the study.

the writer presents a brief profile of BCA. the capital city of 25 .com/hub/BCA-Bank-Central-Asia-Online-Internet-Banking 4. as one of the most outstanding banking corporations in Indonesia of which the information is adapted from http://hubpages. as a starting point.CHAPTER IV FINDINGS AND DISCUSSION This chapter describes the findings and discussion with respect to English language functions performed by BCA’s tellers. The current BCA headquarter is located at Jakarta. BCA is also known as Bank Central Asia in Indonesia.1 Profile of Bank Central Asia (BCA) BCA is an Indonesia based financial services company. credit card. The bank offers various individual and business product services such as insurance. However. checking account and saving account.

remittance. 26 .2 Product Information and Services The bank offers individual and business products and services. most of the BCA asset (51% shares) was divested by IBRA though a strategic private placement tender. collection and safe deposit facilities. The consumer credit products include home loans. It currently has more than 875 domestic branch offices in Indonesia and more than 6300 ATM locations. During the crisis of 1998. one of Indonesian Billionaire. investment products. The majority bank bolder is Farindo Investment ltd.1. apartment and car loan and business loan. BCA is one of the largest banks in Indonesia.Indonesia. treasury and international banking services. Panic rush forced the bank to seek assistance from Indonesian government. BCA also has become public company in 2000 when it sold some of its shares through IPO. Indonesian government took over the bank due to its cash flow. 4.1 History BCA was first established in 1957 as Bank Central Asia NV. The BCA’s individual products and services consist of savings accounts (regular saving & Certificate of Deposit . The government formed IBRA (Indonesian Banking Restructuring Agency) and took over BCA in 1998.CD). bank assurance (insurance). The bank also offers insurance. Farindo investment is owned by Hartono family.1. refinancing. In 2002. credit cards consumer credit products. 4. Investor can invest in this bank through Jakarta Stock Exchange with stock ticker BBCA (PT Bank Central Asia Tbk). electronic banking.

customers can access various banking / financial activities such as: • • • Manage and track financial transactions View and print account statements (up to 12 months) Transfer funds between accounts as well as other bank accounts 27 . There are two overseas branch offices located in Hong Kong and Singapore. investment loans and bank guarantees for small and medium-sized enterprises. It also provides mobile banking for cell phone user. The online banking can be accessed through www. documentary collections. and negotiation letter. as well as for corporate customers. By using BCA online banking. This certainly can provide an easy access for many customers that want this mobile feature through mBCA.klikbca. customer can access their account online 24/7 from any location with online capability. In addition. BCA provides online banking services to all customers. working capital loans. The Bank's subsidiaries include PT BCA Finance and BCA Finance Limited.com. discounting. such as letters of credit. Whether you are out of country as well as in Indonesia.3 Internet banking and mobile capability BCA is well known with its internet banking.1. saving accounts.The Bank's business products and services consist of BCA trade. it provides export import facilities. 4.

anyone can pay bills online such as: credit card balance. Internet account. 6. home insurance account.0 or above With BCA online account. education bill and more. personal loans.• Update and change personal contact information such as address and email info • • • • • • • Access account at any time and any location Monitor accounts for any suspicious financial activity Manage credit cards account and debit card account Pay bills online or through mobile banking (m-BCA) Contact bank customer service or representative (Halo BCA) Check various currency rates Provide demo on online banking Furthermore. You have “Key BCA” to do any e-financial transaction 4. Support 128 bit ssl security encryption protection 3. electricity bills. Support and has internet explorer ver. government taxes. 28 . phone & cell phone services. described below are the minimum requirements to access online banking (click BCA or KlikBCA) : 1. Laptop or desktop computer with online capability 2.

However. for wire transfer information. now? f 6 0 4 0 2 1 % 100 0 66 0 33 16 29 . b. 4. what can I do for you. Utterances Good morning. can you help me? Good morning. the SWIFT code for BCA is CENAIDJA. For language function 1: Offering help. In addition. e. what can you do for me? Yes. the results are tabulated below: Table 4-1: Offering Helps No a. please. the writer presents the findings on the basis of per language function. you again. BCA always uses the same criteria of a teller’s standard competence. can I help you? Good morning. she is quite sure that the results of the study can represent the competence of all BCA’s tellers all over Indonesia because in the recruitment and training process.2 Findings To be more specific or focused. d. f. Hi.Another interesting feature with BCA online banking is customer can buy prepaid cell phone credit through their online account. c. what can I do for you? Good morning. Customer can also buy stock online as well as any trading activities.

33% utterance (c).? My name is ________. and 16% want to look friendly. Thus. It is therefore 100%. Utterances I am ______. BCA’tellers are very professional with 100% mastering the standard competence of ‘Introducing self’ in English language function. What’s your name? My name is _____.As described in Chapter III. Why don’t you know my name? I am ________. Your name. the standard functional language. May I know your name? You may know my name but what is your name? My name is _______. 33% utterance (e). it is clear that 100% of the tellers perform utterance (a). while 33% like to be more efficient. e. there were six BCA’s tellers participating in the study. and only 50% utterance (f). c. With respect to the language function ‘introducing self’. followed by 66% utterance (b). and only 16% utterance (f). None of them uses the wrong language function. Thus. 66% of them like to vary the 30 . please? f 6 4 2 0 3 6 % 100 66 33 0 50 100 From Table 4-2 above. And you are…. the results are tabulated as follows: Table 4-2: Introducing Self No a. d. it means that every teller will most probably perform this specified utterance. From Table 4-1 above. 66% of them like to vary the utterance using the utterance (c). f. if the f (frequency) is 6. BCA’tellers are very professional with 100% mastering the standard competence of ‘Offering help’ English language function. it is clear that 100% of the tellers chose to perform utterances (a). b. Thus. and utterance (f). the effective one. followed by 66% utterance (b).

and 50% want to look friendly. Another standard of banking service is that in the case of cash withdrawal by a customer. Utterances (b. f 6 % 100 31 . 33% of them like got wrong choice (e). Let me count the money. please b. None of them uses the wrong language functions. that’s a lot. Have you counted the money? e. Have I counted the money. and 16% of them chose a bit formal form (f).utterance using the utterance (b). Before you leave. In this respect. Let me use the machine to count the money. However. followed by 66% utterance (c). BCA’tellers are very professional with 100% mastering the standard competence of ‘granted permission’ in English language function. the study shows the following results: Table 4-3: Getting Permission to Count the Money No Utterances a. the study shows the following results Table 4-4: Getting Customers to Count the Money before Leaving No Utterances a. In this respect. Wow. Your attention. please. please. it is clear that 100% of the tellers chose to perform utterance (a). the standard functional language. Shall I count the money? f 6 0 4 0 2 1 % 100 0 66 0 33 16 From Table 4-3 above.d) were not chosen as they are completely wrong. Thus. d. One of the standard competence as a bank teller is to be granted permission to count the money. please count the money. a teller must ask the customer to count the money before leaving the counter. Why should I count the money? f. all of them (100%) also like to be more efficient. c.

Another generic stage of banking services is that a teller may demand for something from the customer.b. Count the money. e. Here is your money. it is clear that 100% of the tellers chose to perform utterance (a). followed by 50% utterance (e). d. the effective one. e.c. f. 66% chose a bit formal form (b).e). please? May I please have your ID card? Let me have a look at your ID card. BCA’tellers are very professional with 100% mastering the standard competence of ‘Demanding for something’ in English language function. f. Why should you count the money? 4 5 3 2 0 66 83 50 33 0 From Table 4-4 above. c. 16% utterance (b. c. please count. please. Could you please count the money? Would you please count the money before leaving us. please? Come on. f 6 1 6 0 3 1 % 100 16 100 0 50 16 From Table 4-2 above. b. and only no teller chose utterance (d) which is rude. the standard functional language.d. ID card out. the study shows the following results: Table 4-5: Demanding for Something No a. the standard functional language. One negative attitude of utterance (f) was not chosen. d. A range of 33% to 83% was attributed to choices of utterances (b. In this respect. Utterances Can I have your ID card? Where is your ID card? Your ID card. Thus.f). it is clear that 100% of the tellers chose to perform utterance (a). and utterance (c). 32 . No complaint granted upon leaving.

it is clear that 100% of the tellers perform utterance (a). This normally involves whether or not a customer has a BCA account. all of them (100%) also like to be more efficient. and was performed by 16% of the respondents. 0 0 Where is your account? 0 0 What is your account number? 1 0 Would you like to have an account with us? 1 16 Do you have any BCA account? 3 50 From Table 4-2 above. BCA’tellers are very professional with 100% mastering the standard competence of ‘Asking for information’ in English language function. b. 66% of them like to vary the utterance using the utterance (b). e. c. Table 4-7: Standard Attitude No a. c. please. f. Utterances Keep smiling Contextually smiling Having to smile Looking well-groomed and smiling 33 f 2 6 0 6 % 33 100 0 100 .c) are not relevant and therefore were not chosen. b. and utterance (f) chosen by 50% of the respondents. The results are displayed below: Table 4-6: Asking for Information No a. d.Still another important generic stage of tellers’ banking transaction is how to get some information about a customer. d. and 50% want to look friendly. None of them uses the wrong language functions. Utterance (e) is for promotional purposes. Utterances f % Do you have an account with us? 6 100 Your account. Utterances (b. Thus. the standard functional language.

Sometimes a teller must also have to deal with a specific case. Thanks and come again for different transactions. e. f. 33% chose to keep smiling. Thank you for coming. Thus. Another formal style (f) was chosen by 66%. it is clear that 100% of the tellers chose to perform utterances (a. it is clear that BCA’s tellers have adopted a good generic stage of ending a banking transaction. In this study. c. f) which are negative in nature.e. the standard functional language. 83% chose a rather formal style of expressing thanks. 100% of them chose to perform standard ‘thank you’ ending as in utterances (b. A friendly style was chosen by 50% of the respondents. Thanks and have a nice day. f. Smiling and occasional winking Smiling to flirt 1 0 16 0 From Table 4-7 above. d. Utterances Thank you for your banking transaction with us. No teller chose utterances (c. Only 16 % chose to perform smiling and occasionally winking. Thank you for choosing BCA. BCA’tellers are very professional with 100% mastering the standard attitude. b. f 5 6 6 3 2 4 % 83 100 100 50 33 66 From Table 4-7 above. It was nice to meet you. Table 4-8: ‘Thank You’ Ending No a. the writer just chose one sample case. Have a nice day. which is actually not quite good attitude. BCA tellers chose to perform the following ‘thank you’ ending.c). that is a non-domestic customer came to the 34 . To end a transaction smoothly and professionally is not of least importance. d). Thanks and say hello to your family.

BCA’tellers are very professional with 100% mastering the standard competence of ‘special case’ that is exchange of money in English language function. Table 4-10: Offering another Help No Utterances a. the standard functional language. e. thanks’. twenty or what? How do you want your money? What nominal would you like to have? Are you sure you only want to change your money? What nominal? Ok. what nominal do you want? f 2 5 6 0 6 4 % 33 83 100 0 100 66 From Table 4-9 above. f. But it has become the standard of service. Normally a customer will just say ‘No. and only 50% utterance (f). and 83% chose to perform survival utterance (b). Anything else? b. c. You’re done. it is important that a teller should offer another help. b.bank because he or she wanted to change money into smaller nominal. to anticipate the possibility of a customer’s doing any other transaction. Utterances One thousand. Thus. the effective one. it is clear that 100% of the tellers chose to perform correct utterances (c. followed by 66% utterance (f). ten thousand. e). Most importantly. Whenever. That’s all. a transaction ends. please? f 6 6 % 100 100 35 . no teller chose to perform the wrong one (d). Here go the results: Table 4-9: Special Case No a. d. 33% utterance (c). Any other transaction.

It is also logical to assume that they have been learning English. Saya kan alumnus Sastra Inggris. e. biasa-biasa saja. Ya. dikira tahu. yakin karena yang diomongkan itu-itu juga. c. Any other transaction you’d like to deal with? It’s a deal. d. especially English for Specific Purposes when they were at school. Anything else? Anything else. yang penting senyum. Sir? / Mom? That’s all. Others Comments: as described below f 1 5 2 1 1 6 6 % 16 83 33 16 16 100 100 From Table 4-11 above. d. f. kalau orang Korea. Nggak masalah. Table 4-11: General Competence of Language Functions No Comments a. Ya. b. Tellers work under contract before they are promoted into permanent staff members. it is clear that 100% of the tellers perform correct utterances of almost any forms of style in offering another help upon completion of one transaction. f. Yah. ampun deh Inggrisnya. Jepang. e. What else? 6 6 6 6 100 100 100 100 From Table 4-2 above. each of BCA’s tellers have undergone special trainings before they become tellers. Meanwhile Comments (g) are open in 36 . Kadang bigung juga kalau pas nasabah agak crewet dan ngomong banyak. OK juga! g. Therefore they have to be professional in all possible banking transactions that a teller may encounter. sangat yakin.c. Tergantung. kalau bingung bisa dengan kode. It seems that they are professional in offering another help. it is clear that 100% of the tellers commented that serving non-domestic customers was just OK. Besides.

bagi saya no problem. Surprisingly. 37 .” Meanwhile. 16% admitted to use ‘special code’ in case of difficulty and another 16% found difficulty dealing with Korean and Chinese customers.” The other three tellers’ comments were quite similar that they felt Ok in serving non-domestic customers. said that it was OK serving non-domestic customers. BCA’s tellers are very professional in handling non-domestic transactions even though they still need to learn more English in order to be more self-confident. With respect to the requests of suggestions by BCA’s tellers for their personal development. “ Yang penting orang Amerika. In short. 33% were confused when the non-domestic customers were talkative. “Nggak papa. 83% of BCA’s tellers were confident since the language exchanges were quite similar day after day. It is true that so far all BCA’s tellers work on contract basis. Milka said it was OK as far as the non-domestic customers were from America. jumlahnya tak sebanhyak di Yogya. most of them similarly want to be promoted as full time tellers.nature and surprisingly everyone (100%) commented differently: Bayu. Siska said differently that she was quite comfortable serving non-domestic customers quoted as saying “Aku yakin bisa kok. for example. quoted as saying. since there were not many like in Yogya.

The study simply justifies BCA’s claims that it has an international standard of service and has gone international by the establishment of representatives overseas. The English language functions used by BCA’s tellers include (1) Offering Help. presented below are the writer’s conclusion and suggestion that will round u the study depending on the research question. it can be concluded that all BCA’s tellers under study have achieved a considerable degree of performance standard as specified by the fact that they managed to choose the correct utterances and avoid the wrong utterances. (7) Standard of Grooming. (8) Thank You Ending. all of which can be responded by BCA’s tellers in terms of accuracy.1. (10) Offering another Help. (3) Granted Permission to Count the Money. (6) Asking for Information of an Account.CHAPTER V CONCLUSION AND SUGGESTIONS After analyzing the data for possible English language functions performed by BCA’s tellers. standard. (4) Requesting Customers to Count the Money before Leaving. efficiency of English language functions. (9) Special Case / Money Changing. (5) Demanding for Something. 5. Conclusion From the analysis. 38 branch offices or . (2) Introducing Self’. (11) English Proficiency.

The writer realizes that a teller must always be young. My logic is clear. they have known some English for better career advancement in banking industries. than to teach English to personnel with banking background. beautiful and energetic.Finally all BCA’s tellers wanted to be promoted as full time tellers. However. BCA should promote experienced tellers to be full time staff. 1) BCA should recruit its tellers of English Department students. It only jutstifies that BCA’s claims that it has international standard and has gone international are true. 5. the writer has some suggestions for the betterment of BCA in general and its tellers in particular. 2) As suggested by the tellers under study. this results in tellers’ working under pressure without job security. A research for this assumption has yet to be conducted. 39 .2 Suggestions The writer realizes that the study is still far from being perfect. since it is easier for them to learn banking standards of services. But honestly. It is easier to teach banking to personnel with English background. and recruit much younger ones for organizational refreshment. It is BCA’s personnel policy to employ its tellers on contract basis. Most importantly. This can only be achieved through employment on contract basis since BCA can terminate the employment at the end of a contract.

org/careers/careerDetail?id=8&oc=100017 (Accessed on February 28. Seek Career. Suzanne (1994). London: Pinter Publisher. http://www. An Introduction to Systemic Functional Linguistics. 40 .com/articles/globeeng.htm.iseek.com/hub/BCA-Bank-Central-Asia-Online-InternetBanking (accessed on February 27. Eggins. 2011). 2011). 2011) TransWorld Education http://www. New Delhi: Sage Publication.transworldeducation. Research Design.BIBLIOGRAPHY BCA website at http://hubpages. (1994). Creswell. John W. (Accessed on February 27. Qualitative and Quantitative Approaches.

anda akan membuka pelayanan dengan mengatakan a. can I help you? b. saya mohon dengan hormat agar teman-teman sudi meluangkan waktu untuk mengisi questionnaire ini. apabila pada jam kerja pagi kemudian ada nasabah non domestik (orang asing). Untuk setiap petanyaan anda boleh menjawab lebih dari satu. anda juga harus mengenalkan diri. please. 1. Hi. you again. Dalam melayani nasabah non-domestik. what can you do for me? e. Yes. can you help me? c. Sebagai teller yang terstandar. now? 2. Good morning. f. Good morning. Untuk ini anda akan mengatakan: 41 . dalam rangka penulisan skripsi saya dengan judul “English language Functions Performed by BCA’s Tellers. Saya ucapkan banyak terima kasih atas bantuan teman-teman Teller BCA Pilih jawaban yang tepat pada setiap pertanyaan di bawah ini dengan melingkari pilihan anda.APPENDIX CHECKLIST QUESTIONNAIRE TOPIC : ENGLISH LANGUAGE FUNCTION Teman-teman Teller BCA yang terhormat. what can I do for you. Good morning. what can I do for you? d. Good morning.

Shall I count the money? 4. Before you leave. anda juga harus menghitung kembali uang nasabah. Your name. Why don’t you know my name? e. please. My name is ________. I am ________.? f. Wow. a. b. please count the money. Untuk ini anda akan mengatakan. What’s your name? b. Your attention. My name is _______. c. Untuk ini anda akan mengatakan. Why should I count the money? f. anda juga harus meminta nasabah menghitung uang sebelum meninggalkan loket. Let me use the machine to count the money. please? 3. I am ______. Let me count the money. a. And you are…. My name is _____. that’s a lot. Dalam melayani nasabah non-domestik. d. Have I counted the money. You may know my name but what is your name? d.a. Have you counted the money? e. please. please. 42 . Dalam melayani nasabah non-domestik. May I know your name? c.

b. anda juga kadang meminta kartu identitas nasabah. c. Dalam melayani nasabah non-domestik. please. Count the money. Could you please count the money? d. please. Let me have a look at your ID card. Come on. f. anda juga bertanya apakah dia punya rekening BCA. Do you have an account with us? b. a. Where is your ID card? c. 5. Here is your money. a. Why should you count the money. 6. Your account. 43 . please count. please? e. No complaint granted upon leaving. Your ID card. e. Untuk ini anda akan mengatakan. May I please have your ID card? f. please? d. Untuk ini anda akan mengatakan. Can I have your ID card? b. Would you please count the money before leaving us. ID card out. Dalam melayani nasabah non-domestik yang mau transfer uang.

Would you like to have an account with us? f. e. Untuk ini anda akan: a. Thank you for coming. Do you have anyBCA account? 7. Where is your account? d. Thanks and have a nice day. Untuk ini anda akan mengatakan: a. 44 . Dalam melayani nasabah non-domestik. Thank you for your banking transaction with us. Contextually smiling c. c. Thank you for choosing BCA. anda wajib berterima kasih atas kunjungan nasabah. Smiling to flirt 8. Looking well-groomed and smiling e. What is your account number? e. Dalam melayani nasabah non-domestik. b. Keep smiling b. anda juga harus stadar sikap pelayanan. Having to smile d. Have a nice day. Smiling and occasional winking f. d.c. It was nice to meet you. Thanks and say hello to your family.

That’s all. Any other transaction. anda kadang jenkel juga karena dia hanya mau tukar uang. anda juga harus menawarkan transaksi lain. Are you sure you only want to change your money? e. twenty or what? b. Anything else. You’re done. What nominal would you like to have? d. Any other transaction you’d like to deal with? d. Untuk mengetahui jenis uang yang dia inginkan. Untuk ini anda mengatakan: a. anda akan mengatakan a.f. Dalam melayani nasabah non-domestik. Sir? / Mom? 45 . Dalam melayani nasabah non-domestik. One thousand. ten thousand. What nominal? f. Anything else? b. what nominal do you want? 10. please? c. Anything else? e. 9. How do you want your money? c. It’s a deal. Ok. Thanks and come again for different transactions.

yang penting senyum. Ya. d. e. Nggak masalah. ampun deh Inggrisnya. Dalam melayani nasabah non-domestik. Kadang bigung juga kalau pas nasabah agak crewet dan ngomong banyak. apakah anda cukup yakin dengan bahasa Inggris anda secara fungsional? a. That’s all. kalau bingung bisa dengan kode. ………………………………………………………………………………………… ………………………………………………………………….f. SEKALI LAGI.. Tergantung. Ya. kalau orang Korea. biasa-biasa saja. SAYA UCAPKAN BANYAK TERIMA KASIH ATAS BANTUAN TEMAN-TEMAN TELLER BCA 46 . f. sangat sakin. What else? 11. Yah. dikira tahu. Saya kan alumnus Sastra Inggris. yakin karena yang diomongkan itu-itu juga. OK juga! g. ………………………………………………………………………………………… ………. b. c. Jepang. Saran anda untuk kemajuan Teller BCA ………………………………………………………………………………………… …………………………………………………………………. (lainnya?) ……………………………………………………………………….

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