A study on customer service management and its effect to students’ learning motivation (a qualitative study at Lembaga Bahasa dan Pendidikan Profesional LIA Surakarta)

Oleh :
Novilia Nugraheni - K2205016 - Fak. KIP

ABSTRAK This research investigates customer services management and its effect to the students’ learning motivation in the form of qualitative study. The underlying reason of conducting this research is related to the phenomenon that recently there are a lot of students having high motivation to attend an English course for period of times, especially at LBPP LIA Surakarta. The objective of this research is to describe the customer service management at LBPP LIA Surakarta and to identify the effects of customer service management in relation to students’ learning motivation. The problems of the research are (1) how is the customer service management implemented at Lembaga Bahasa dan Pendidikan Profesional LIA Surakarta and (2) to what extent does the customer service management affect students’ learning motivation at Lembaga Bahasa dan Pendidikan Profesional LIA Surakarta. The research was carried out at LBPP LIA Surakarta from April to June 2009. The sources of the data are events, informants, and written documents. The data were collected through naturalistic observation, in-depth interview, and document analysis. In analyzing the data, the writer used interactive model analysis including reducing the data, presenting the data, and drawing conclusion. The result of the research shows that (1) the customer services management involves the academic activities carried out by all components of the course: the teachers, the academic operational officer, the administrative staffs and the other staffs. It also involves various academic facilities creating values for the customers. Thus, (a) the main purpose of the customer services management is to satisfy the students’ needs as the main subject of the course; (b) LIA teachers play some roles in academic services such as assisting students to experience enjoyable and exciting way of learning, promoting students’ creativity and collaborated participation, offering a problem solving toward students’ difficulty, and monitoring students’ achievements and their development; (c) The AOO plays some roles in academic services such as monitoring teachers’ performances in teaching and learning process, managing the academic facilities dealing with materials and teaching media, and handling some academic problems of students; (d) the administrative staffs take part in academic services such as carrying out the administrative services and handling customers’ problems and complaints; (e) The academic facilities involve the available materials, media, classroom, accident insurance, scholarship and other supporting facilities. From the result of the research, moreover, it can also be concluded that (2) students’ learning motivation are mostly affected by teaching methods in which it brings about fun and cooperative way of learning; friendly and helpful teachers; various interesting materials and media; and satisfied academic services provided by LIA. Based on the research findings, the theory constructed is that the customers’ services management of LBPP LIA Surakarta affects students’ learning motivation in case of the teaching methods bringing about fun and cooperative way of learning, friendly and helpful teachers, various interesting materials and media, and satisfied academic services provided by LIA.