Undergrad Degree Thesis

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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

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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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1.6 Organization of the Paper

Organizations of the paper refers to how the research is written to report the

findings. There are 5 chapters:

Chapter I is about Introduction (this chapter presents the research

foundation including background of the study, statement of the problems, objectives

of the study, scope of the study, method of the study, and its organization paper. The

keys of comprehending this research are provided in this chapter). Chapter II is

about Literature Review (to keep both research’s validity and reliability, the

researcher provides knowledge related to the topic). Chapter III is about

Research Methodology In this session, there would be research design, samples,

data collection, data instrument, and data analysis. Many data that needed by the

researcher are collected and analyzed in this part. Contribution of the samples gives a

lot of objective views in gaining the data required). Chapter IV is about Findings

and Discussions (it is the spirit of the thesis). The findings display all results of data

analysis. The research questions meet the answers in this chapter. To make it

clearerfor the readers, the researcher conveys the discussions of the findings).

Chapter V is about Conclusion and Suggestions.

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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.

2.1. English as a Means of Global Communication

For the few decades, English has played an important role as in business

dealing as stated in http://www.transworldeducation.com/articles/globeeng.htm. that

in today's business world, English is no longer viewed as a foreign language - it is the

global means of communication: the language of communication wherever a deal is

being done internationally. Officially, English now has a special status in more than

75 countries, with a total population of over 2 billion speakers. Furthermore, now it is

the time when communication between people may find solutions to any problem

from global and local settings.

Thus, the English is the main language of most international organization like

the United nations, NATO, European Free trade Association. Diplomats and

politicians from different countries use this language to communicate with each

other. Almost all international conferences and competitions are conducted in

English. With opportunity to use internet now, English has become a very popular

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http://www.transworldeducation.com/articles/globeeng.htm




means of contacts among people from all over the world. Men and women and even

children from different country can talk about their ideas and opinions in the Internet

discussions, sending e-mail, learning about their life and culture.

Basically there are 2 forms of languages used in communication , namely

written and spoken. In written form, a person writes sentences or texts in order for

him or her to communicate. Written communication can be either via snail mail, or

email. The effectiveness of written communication depends on the style of writing,

vocabulary used, grammar, clarity and precision of language. Good written

communication is essential for business purposes. Written communication is

practiced in many different languages. E-mails, reports, articles and memos are some

of the ways of using written communication in business. The written communication

can be edited and amended many times before it is communicated to the second party

to whom the communication is intended. This is one of the main advantages of using

writing as the major means of communication in business activity. Written

communication is used not only in business but also for informal communication

purposes. Mobile SMS is an example of informal written communication.

2.1.1 English in Banking World

To narrow down the issue in line with the topic of the study, 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

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branch offices all over the world are written in English. Teleconference among

managers across the globe is also conducted in English. \

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. However, it is arguably true that local or national

language is still used for local or national transactions. Thus, in Indonesia, BCA uses

Bahasa Indonesia.

To anticipate the possibility of non domestic customers, a bank also provides

bilingual (Indonesian – English) transaction forms for its banking services. In

addition, a bank also requires the tellers to be able to functionally communicate in

English with the non-domestic customers, that is the spoken English as used in

everyday exchanges during the banking services.

In the case of using spoken English in banking transactions, a bank teller

must be able to use English in a specific genre of banking transactional services,

which may be classified, according to Systemic Functional Linguistics, into three

register variables (Eggins, 1994:52-53), namely (1) field of the discourse, (2) tenor of

the discourse and (3) mode of the discourse.

The field of the discourse is clear, that is banking transaction. This is arguably

true because the teller and his and customers are all busy individuals who, in a bank,

have nothing else to talk about except within the banking transaction. The tenor of the

discourse is also clear, namely between a teller and a customer as the interactants.

Finally, the mode of the discourse may fall within a formal spoken language,

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especially on the part of the teller. The customer may, sometimes use an informal

spoken language towards the teller. This is acceptable since a customer is in banking

business considered the king, and the principle that the king can do no wrong is still

applied in banking transaction.

In practice, it is argued that Bank tellers carry out routine banking operations

such as cashing checks and accepting deposits and payments. Some bank tellers are

trained to explain different services offered by the bank to its customers. Therefore, a

bank teller must be able to comply with standard operating procedures, especially in

language function (http://www.iseek.org/careers/careerDetail?id=8&oc=100017).

2.1.2 English Language Functions

A lot of what people say is for a purpose: expressing a wish, apologizing,

asking for help, etc. Below are identified as some helpful guides to common

language functions focusing on standard phrases, structure and vocabulary used in a

particular context of situation, thus producing specific registers in Kenneth Beare

(1997) which can be accessed in . http://esl.about.com/b/2007/03/14/language-

functions.htm

(1) Contrasting ideas

(2) Making complaints

(3) Asking for information

(4) Giving advice

(5) Guessing

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http://www.iseek.org/careers/careerDetail?id=8&oc=100017

http://esl.about.com/b/2007/03/14/language-functions.htm







(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, there are a number of formulas used when contrasting

ideas in English. Here are some of the most common:

• We'd love to stay for dinner, but we have got to get going.• They decided to stay in the area, in spite of their problems with the local

residents.• Despite the difficulties of a long journey, Peter decided to visit India.• Getting a good job is hard work, however, most people eventually find

one with patience.• There were a number of people who came, although the hotels were not

equipped to handle them all (Kenneth Beare).

Meanwhile, people may make complaints over something by using the

following formulas:

• I'm sorry to have to say this but...• I'm sorry to bother you, but...• Maybe you forgot to...• I think you might have forgotten to...• Excuse me if I'm out of line, but...• There may have been a misunderstanding about...• Don't get me wrong, but I think we should... (Kenneth Beare)

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At one time or another, people may ask for information by using the

following formulas:

• Could you tell me...?• Do you know...?• Do you happen to know...?• I'd like to know...• Could you find out...?• I'm interested in...• I'm looking for.. (Kenneth Beare)

In line with normal human communication, some people, due to their power

relation may give advice, such as using the following formulas

• I don't think you should work so hard.• You ought to work less.• You ought not to work so hard.• If I were you, I'd work less.• If I were in your position, I'd work less.• If I were in your shoes, I'd work less.• You had better work less.• You shouldn't work so hard.• Whatever you do, don't work so hard (Kenneth Beare).

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, people may use the formulas, 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, people may use the formulas, such as (1) Can you tell me

why...(2) I don't understand why...(3) Can you explain why.. (4) Why is it that...(5)

How come...(6) Does this mean...(7) Do you really expect me to believe...

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After knowing some of the language functions as described above, the writer

is in a position to describe the English language functions especially used in banking

transaction.

2.1.3 English Language Functions in Banking Transaction

As above, the writer has outlined common language functions of which

offering help, asking for / giving information (something else), demanding

explanation (requesting someone to do something) are considered relevant to the

current study. Below are possible transactions using language functions that may

apply in banking transactions.

Expression ResponseI want to (... cash a check)? Certainly, do you have an ID.

I would like to (... make a deposit into mychecking account).

Please complete this deposit slip.

I need to withdrawal $500 frommy savings

account.

Of course. Do you have your passbook?

I would like to apply for ( ...abank guarantee

card).

Please see the woman at the newaccounts desk over there.

Who would I talk to ( ... about a car loan)? You will have to see Mr. Ellison in the

loandepartment.

Source : http://www.yadayadaenglish.com/bank.htm

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http://www.yadayadaenglish.com/bank.htm

http://www.yadayadaenglish.com/bank.htm



On the part of the customers, they use language functions of (1) expressing

a purpose of coming to the bank, such as ‘I want to (cash a check)’, and (2) asking for

information such as “Who would I talk to (..about a car loan)?”

Meanwhile the bank teller in response to the customers’ expressions may use

certain interpersonal expressions, such as “Certainly, Of course, Well, etc” followed

by demanding information, such as “Do you have your passbook?” or requesting such

as “Please see the woman at the new account desk.”

From the above illustration, the writer is of the opinion that the teller’s

English language exchanges are limited to indicative and imperative elements of

clauses.

Furthermore, according to Halliday (1994:42-43), the element of a clause

chosen as the theme depends on the choice of mood. In other words, every

independent clause selects for mood. Here an independent clause is either indicative

or imperative in mood; if indicative, it is either declarative or interrogative; if

interrogative, it is either polar interrogative (yes/no type) or content interrogative

(Wh- type). For examples:

Indicative: declarative è They drink coffee. They don’t drink coffee.Indicative: Interrogative yes/no è Do they drink coffee?Indicative: Wh- è What do they drink?Imperative: Drink! Let’s drink!(Source: http://asalusulbahasa.blogspot.com/2008/12/understanding-hallidays-functional.html)

From the above illustration, language functions are of many types depending

on the purposes of the exchanges. Therefore, the writer arrives at the analytical

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http://asalusulbahasa.blogspot.com/2008/12/understanding-hallidays-functional.html









2.2 Bank Services

There are many banks in Indonesia, so the banks must compete with one

another to maintain the customers or inviting people to become their customers.

There are some ways to maintain or collect the customers, like: giving high interest

rates, giving many facilities for the customers, giving the rewards/gift for the

customers and giving the better service for the customers.

Many people today find that going to the bank and waiting in line can really

be a hassle. Luckily, there are plenty of different ways that a person can avoid having

to go to the bank at all. They do this with the help of electronic banking services that

were designed to allow more efficient banking. Whether you need to take care of

personal finances or you need to use some offshore banking services, new electronic

methods can really simplify your life.

Since the internet and computers have become so popular, more and more of

these electronic banking services have been introduced. That means that regardless of

what type of banking you need to do there is likely an electronic way to accomplish

the task.

One of the most popular types of banking that provides a great deal of

convenience involves the automated teller machine, or the ATM. With a simple ATM

card we can head to one of these machines and take out money, check our account

balance, and even deposit funds into our accounts. Some banks even allow you to

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transfer money between accounts using an ATM. 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.

Online banking is another form of an electronic banking service that is

becoming more popular every day. For those that have access to the internet and a

computer all you need to do is head to your banks website and login. From there you

have access to all of your accounts that you have at that bank. Transfer funds between

your accounts with ease. 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.

If you are looking for superior convince, checkout some of the bill paying

electronic banking services that area available. By taking advantage of these services

you can really save yourself a lot of time. You can schedule your bills to be paid on

time so you never have to worry about a late payment again. You also will not have

to spend a bunch of time writing out checks to pay your bills every month. If you use

an online bill paying service the money is transferred electronically. 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.bankservices.com/)

Traditionally, there are three major functions of a bank: funding, lending, and

service. Now the writer wants to talk about them. Funding means that bank is a place

for collecting the fund/ finance that save and give the profit for the customers, like:

saving and fix deposit. Lending means that a bank is a place for distributing the fund,

like: kpr (housing loans), kkb (car or motorcycle loans). Service means that a bank is

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http://www.bankservices.com/

http://www.bankservices.com/



a place for giving the service facilities, like: SDB (save deposit box), money transfer,

and debt collection.

Despite the fact that many transactions can be done online, a bank teller is still

important. There are still other transactions that cannot be done online. Therefore, a

customer should come to the bank. Outlined below are some standard competencies

of a bank teller.

2.2.1 Bank Tellers’ Standard Competencies

It is argued that A bank teller is one of the most prominent members of a

bank’s employee base, simply because of their sheer visibility and due to them being

an integral part of the bank customer relationship. Therefore, 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.job-interview-site.com/bank-

teller-interview-questions-and-answers.html).

In other words, a bank teller is one of the important divisions of a bank that

gives the direct service for the customers in the finance transaction. Normally, a bank

gives the basis training for the tellers after recruitment process. Basically, however, a

bank teller must know and must be able to do the efficient, interest enthusiastic,

friendly, and careful system. Meanwhile, tellers must to know most of knowledge

about self grooming standards and etiquettes. He or she s must be able to know about

the banking products especially about saving products and services. He or she must

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http://www.job-interview-site.com/bank-teller-interview-questions-and-answers.html






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 addition, 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. Another important thing for a teller is communication, because he or she is

connected to the customers directly. Customers that come to a bank may be domestic

and non-domestic. In this case, a teller must be able to functionally use English.

In short, a bank teller must have good personal grooming, communication

skills, 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.

(1) Smiling

The first thing that teller must do is always to smile at every people,

especially for the customers. Tellers have to give the smile as sincerely

as possible. 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. Tellers have to do that to all the customers.

(2) Greeting

The second rule that a teller must do if the customer come to tellers is

greeting. There are in English several standard of greeting, such as

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simply saying “Good morning” then followed by offering helps, as

described in 2.1.3

(3) Introducing

The third rule that tellers must obeay if the customer come to tellers is

introducing self. 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. This does not usually go beyond

that. If it has been done, the situation of working is comfortable and it

creates familiarity.

(4) Offering help

In this context, a teller must start to offer help, as a starting point of

transaction service. The language function for this has been described

in 2.1.3.

(5) Getting permission to count the money

The language function to comply with this rule is asking for

information, that is to ask for permission to count the money. The use of

getting permission to count the money is very important because it

shows the respect of a teller for the customer. A teller must perform this

language function in a friendly way (smiling). There are two ways of

counting the money, (1) by hand and (2) by machine.

The next is to check if the money is valid or original, that is not

counterfeit money. This is carefully done by the ultraviolet light. Failing

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to do so or if it turns out that there is counterfeit money, a teller is

responsible for repayment to the bank.

(6) Confirming for the customer’s transactional input by the teller

Completed transaction should be confirmed. A teller must tell the

customer that the transaction has been accomplished.

(7) Offering another help

Tellers are able to offer another help to the customers if the transaction

is finished. Most of the customers forget for their other transaction, so

by offering another help it can help to the customers member that,

examples: the customers need to print the passbook, another money

transaction, etc.

(8) ‘Thank you’ ending

Saying ‘Thank you’ is important in every service encounters. A teller

must thank the customers for using the service. It is arguably true that

words of thanks can keep a good relationship between a teller and

customers.

(9) Keeping smiling

A teller should keep smiling from the start to the end of transaction, and

from one transaction to another.

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CHAPTER III

RESEARCH METHOD

Described below is the method that was used in the study. This includes, a a

broader sense, research design, method of data collection, and method of data

analysis.

3.1 Research Design

This study was designed adopting the qualitative paradigm or sometimes

called ‘the constructivist approach, or naturalistic or interpretive approach (Creswell,

1994:4). This means that the writer adopted qualitative procedures of data collection

and analysis as described in the sub-titles below. In other words, the study is

descriptive and interpretative in nature.

3.1.1 Unit of Analysis

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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.

3.1.2 English Language Functions

There are many language functions according to the nature of exchanges as

described in Chapter II. Therefore the writer has limited the language functions as

normally performed by a bank teller, and in accordance with standard of performance

as a bank teller. These include:

(1) Offering help as a starting point of transaction

(2) Asking for / giving information / demanding for something

(3) Expressing ‘thanks’

3.2 Subjects of the Study

There were six BCA tellers participating in the study, namely Bayu, Tika,

Milka, Siska, Yani, and Michelle. Their personal data were not recorded since there

was no relevance to the study. The point was that they were BCA tellers.

3.3 Method of Data Collection

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In collecting the data, the writer used a checklist type of questionnaire to

investigate the types of language functions performed by BCA’s tellers. There were

six language forms in each category of language functions for the subjects to choose

from.

Apart from investigation of the language functions performed by BCA’s

tellers, the questionnaire also deals with the standard procedures of service performed

by BCA’s tellers. This was just a generic pattern of a teller’s transactional banking

service. The subjects were to choose the standard procedures of service.

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. It was assumed that they could complete the questionnaire during the

weekend period.

3.3 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.

After the writer received the completed questionnaires, 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.

(2) Calculating the percentage of each response to see the distinctive

proportion.

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(3) Describing the phenomena based on the table.

3.4 Data Interpretation and Presentation

In Chapter IV, the writer would present the findings and discussion of the

study. The findings would be presented in tables to display the percentage of

responses. From the table, 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.

For additional information, the writer would describe the setting of the

research (BCA) in terms of its services and the banking world prior to the data

interpretation.

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CHAPTER IV

FINDINGS AND DISCUSSION

This chapter describes the findings and discussion with respect to English

language functions performed by BCA’s tellers. However, as a starting point, the

writer presents a brief profile of BCA, as one of the most outstanding banking

corporations in Indonesia of which the information is adapted from

http://hubpages.com/hub/BCA-Bank-Central-Asia-Online-Internet-Banking

4.1 Profile of Bank Central Asia (BCA)

BCA is an Indonesia based financial services company. The bank offers

various individual and business product services such as insurance, credit card,

checking account and saving account. BCA is also known as Bank Central Asia in

Indonesia. The current BCA headquarter is located at Jakarta, the capital city of

25





Indonesia. BCA is one of the largest banks in Indonesia. It currently has more than

875 domestic branch offices in Indonesia and more than 6300 ATM locations.

4.1.1 History

BCA was first established in 1957 as Bank Central Asia NV. During the

crisis of 1998, Indonesian government took over the bank due to its cash flow. Panic

rush forced the bank to seek assistance from Indonesian government. The government

formed IBRA (Indonesian Banking Restructuring Agency) and took over BCA in

1998. BCA also has become public company in 2000 when it sold some of its shares

through IPO. In 2002, most of the BCA asset (51% shares) was divested by IBRA

though a strategic private placement tender. The majority bank bolder is Farindo

Investment ltd. Farindo investment is owned by Hartono family, one of Indonesian

Billionaire. Investor can invest in this bank through Jakarta Stock Exchange with

stock ticker BBCA (PT Bank Central Asia Tbk).

4.1.2 Product Information and Services

The bank offers individual and business products and services. The BCA’s individual

products and services consist of savings accounts (regular saving & Certificate of

Deposit - CD), electronic banking, credit cards consumer credit products, bank

assurance (insurance), investment products, remittance, collection and safe deposit

facilities. The consumer credit products include home loans, refinancing, apartment

and car loan and business loan. The bank also offers insurance, treasury and

international banking services.

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The Bank's business products and services consist of BCA trade, saving

accounts, working capital loans, investment loans and bank guarantees for small and

medium-sized enterprises, as well as for corporate customers. In addition, it provides

export import facilities, such as letters of credit, discounting, documentary

collections, and negotiation letter. The Bank's subsidiaries include PT BCA Finance

and BCA Finance Limited. There are two overseas branch offices located in Hong

Kong and Singapore.

4.1.3 Internet banking and mobile capability

BCA is well known with its internet banking. BCA provides online banking

services to all customers. Whether you are out of country as well as in Indonesia,

customer can access their account online 24/7 from any location with online

capability. It also provides mobile banking for cell phone user. This certainly can

provide an easy access for many customers that want this mobile feature through m-

BCA. The online banking can be accessed through www.klikbca.com.

By using BCA online 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

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• 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, described below are the minimum requirements to access

online banking (click BCA or KlikBCA) :

1. Laptop or desktop computer with online capability

2. Support 128 bit ssl security encryption protection

3. You have “Key BCA” to do any e-financial transaction

4. Support and has internet explorer ver. 6.0 or above

With BCA online account, anyone can pay bills online such as: credit card

balance, phone & cell phone services, Internet account, home insurance account,

personal loans, government taxes, electricity bills, education bill and more.

28



Another interesting feature with BCA online banking is customer can buy

prepaid cell phone credit through their online account. Customer can also buy stock

online as well as any trading activities. In addition, for wire transfer information, the

SWIFT code for BCA is CENAIDJA.

However, 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, BCA always uses the same criteria of a teller’s standard

competence.

4.2 Findings

To be more specific or focused, the writer presents the findings on the basis

of per language function. For language function 1: Offering help, the results are

tabulated below:

Table 4-1: Offering Helps

No Utterances f %

a. Good morning, can I help you? 6 100

b. Good morning, can you help me? 0 0

c. Good morning, what can I do for you? 4 66

d. Good morning, what can you do for me? 0 0

e. Yes, please. 2 33

f. Hi, you again, what can I do for you, now? 1 16

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As described in Chapter III, there were six BCA’s tellers participating in the

study. Thus, if the f (frequency) is 6, it means that every teller will most probably

perform this specified utterance. It is therefore 100%.

From Table 4-1 above, it is clear that 100% of the tellers perform utterance

(a), followed by 66% utterance (b), 33% utterance (e), and only 16% utterance (f).

Thus, BCA’tellers are very professional with 100% mastering the standard

competence of ‘Offering help’ English language function. 66% of them like to vary

the utterance using the utterance (c); while 33% like to be more efficient, and 16%

want to look friendly. None of them uses the wrong language function.

With respect to the language function ‘introducing self’, the results are

tabulated as follows:

Table 4-2: Introducing Self

No Utterances f %a. I am ______. What’s your name? 6 100

b. My name is _____. May I know your name? 4 66

c. You may know my name but what is your name? 2 33

d. My name is _______. Why don’t you know my name? 0 0

e. I am ________. And you are….? 3 50

f. My name is ________. Your name, please? 6 100

From Table 4-2 above, it is clear that 100% of the tellers chose to perform

utterances (a), the standard functional language, and utterance (f), the effective one,

followed by 66% utterance (b), 33% utterance (c), and only 50% utterance (f). Thus,

BCA’tellers are very professional with 100% mastering the standard competence of

‘Introducing self ’ in English language function. 66% of them like to vary the

30



utterance using the utterance (b); all of them (100%) also like to be more efficient,

and 50% want to look friendly. None of them uses the wrong language functions.

One of the standard competence as a bank teller is to be granted permission

to count the money. In this respect, the study shows the following results:

Table 4-3: Getting Permission to Count the Money

No Utterances f %

a. Let me count the money, please 6 100

b. Have I counted the money, please. 0 0

c. Let me use the machine to count the money. Your attention,please. 4 66

d. Wow, that’s a lot. Have you counted the money? 0 0

e. Why should I count the money? 2 33

f. Shall I count the money? 1 16


utterance (a), the standard functional language, followed by 66% utterance (c), and

16% of them chose a bit formal form (f). Utterances (b,d) were not chosen as they are

completely wrong. Thus, BCA’tellers are very professional with 100% mastering the

standard competence of ‘granted permission’ in English language function.

However, 33% of them like got wrong choice (e).

Another standard of banking service is that in the case of cash withdrawal by

a customer, a teller must ask the customer to count the money before leaving the

counter. In this respect, the study shows the following results

Table 4-4: Getting Customers to Count the Money before Leaving

No Utterances f %

a. Before you leave, please count the money. 6 100

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b. Count the money. No complaint granted upon leaving. 4 66

c. Could you please count the money? 5 83

d. Would you please count the money before leaving us. 3 50e. Here is your money, please count. 2 33

f. Why should you count the money? 0 0


utterance (a), the standard functional language. 66% chose a bit formal form (b). A

range of 33% to 83% was attributed to choices of utterances (b,c,d,e). One negative

attitude of utterance (f) was not chosen.

Another generic stage of banking services is that a teller may demand for

something from the customer. In this respect, the study shows the following results:

Table 4-5: Demanding for Something

No Utterances f %

a. Can I have your ID card? 6 100

b. Where is your ID card? 1 16

c. Your ID card, please? 6 100

d. Come on; ID card out, please? 0 0e. May I please have your ID card? 3 50

f. Let me have a look at your ID card, please. 1 16


utterance (a), the standard functional language, and utterance (c), the effective one,

followed by 50% utterance (e), 16% utterance (b.f), and only no teller chose

utterance (d) which is rude. Thus, BCA’tellers are very professional with 100%

mastering the standard competence of ‘Demanding for something’ in English

language function.

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Still another important generic stage of tellers’ banking transaction is how to

get some information about a customer. This normally involves whether or not a

customer has a BCA account. The results are displayed below:

Table 4-6: Asking for Information

No Utterances f %

a. Do you have an account with us? 6 100

b. Your account, please. 0 0

c. Where is your account? 0 0

d. What is your account number? 1 0e. Would you like to have an account with us? 1 16

f. Do you have any BCA account? 3 50

From Table 4-2 above, it is clear that 100% of the tellers perform utterance

(a), the standard functional language, and utterance (f) chosen by 50% of the

respondents. Utterance (e) is for promotional purposes, and was performed by 16%

of the respondents, Utterances (b,c) are not relevant and therefore were not chosen.

Thus, BCA’tellers are very professional with 100% mastering the standard

competence of ‘Asking for information’ in English language function. 66% of them

like to vary the utterance using the utterance (b); all of them (100%) also like to be

more efficient, and 50% want to look friendly. None of them uses the wrong language

functions.

Table 4-7: Standard Attitude

No Utterances f %

a. Keep smiling 2 33

b. Contextually smiling 6 100

c. Having to smile 0 0

d. Looking well-groomed and smiling 6 100

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e. Smiling and occasional winking 1 16

f. Smiling to flirt 0 0


utterances (a, d), the standard functional language; 33% chose to keep smiling. Only

16 % chose to perform smiling and occasionally winking, which is actually not quite

good attitude. No teller chose utterances (c, f) which are negative in nature. Thus,

BCA’tellers are very professional with 100% mastering the standard attitude.

To end a transaction smoothly and professionally is not of least importance.

BCA tellers chose to perform the following ‘thank you’ ending.

Table 4-8: ‘Thank You’ Ending

No Utterances f %

a. Thank you for your banking transaction with us. 5 83

b. Thank you for choosing BCA. Have a nice day. 6 100

c. Thanks and have a nice day. 6 100

d. Thanks and say hello to your family. 3 50e. Thank you for coming. It was nice to meet you. 2 33

f. Thanks and come again for different transactions. 4 66

From Table 4-7 above, it is clear that BCA’s tellers have adopted a good

generic stage of ending a banking transaction. 100% of them chose to perform

standard ‘thank you’ ending as in utterances (b,c). 83% chose a rather formal style of

expressing thanks. Another formal style (f) was chosen by 66%. A friendly style was

chosen by 50% of the respondents.

Sometimes a teller must also have to deal with a specific case. In this study,

the writer just chose one sample case, that is a non-domestic customer came to the

34



bank because he or she wanted to change money into smaller nominal. Here go the

results:

Table 4-9: Special Case

No Utterances f %

a. One thousand, ten thousand, twenty or what? 2 33

b. How do you want your money? 5 83

c. What nominal would you like to have? 6 100

d. Are you sure you only want to change your money? 0 0

e. What nominal? 6 100

f. Ok, what nominal do you want? 4 66


correct utterances (c, e), the standard functional language, and 83% chose to perform

survival utterance (b), the effective one, followed by 66% utterance (f), 33%

utterance (c), and only 50% utterance (f). Thus, BCA’tellers are very professional

with 100% mastering the standard competence of ‘special case’ that is exchange of

money in English language function. Most importantly, no teller chose to perform the

wrong one (d).

Whenever, a transaction ends, it is important that a teller should offer

another help, to anticipate the possibility of a customer’s doing any other transaction.

Normally a customer will just say ‘No, thanks’. But it has become the standard of

service.

Table 4-10: Offering another Help

No Utterances f %

a. That’s all. Anything else? 6 100

b. You’re done. Any other transaction, please? 6 100

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c. Any other transaction you’d like to deal with? 6 100

d. It’s a deal. Anything else? 6 100

e. Anything else, Sir? / Mom? 6 100f. That’s all. What else? 6 100

From Table 4-2 above, 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. It seems that they are professional in offering another help. It is also

logical to assume that they have been learning English, especially English for

Specific Purposes when they were at school. Besides, each of BCA’s tellers have

undergone special trainings before they become tellers. Tellers work under contract

before they are promoted into permanent staff members. Therefore they have to be

professional in all possible banking transactions that a teller may encounter.

Table 4-11: General Competence of Language Functions

No Comments f %a. Ya, sangat yakin. Saya kan alumnus Sastra Inggris. 1 16

b. Ya, yakin karena yang diomongkan itu-itu juga. 5 83

c. Kadang bigung juga kalau pas nasabah agak crewet dan

ngomong banyak, yang penting senyum, dikira tahu.

2 33

d. Nggak masalah, kalau bingung bisa dengan kode. 1 16

e. Tergantung, kalau orang Korea, Jepang, ampun deh

Inggrisnya.1 16

f. Yah, biasa-biasa saja. OK juga! 6 100

g. Others Comments: as described below 6 100

From Table 4-11 above, it is clear that 100% of the tellers commented that

serving non-domestic customers was just OK. Meanwhile Comments (g) are open in

36



nature and surprisingly everyone (100%) commented differently: Bayu, for example,

said that it was OK serving non-domestic customers, since there were not many like

in Yogya, “Nggak papa, jumlahnya tak sebanhyak di Yogya. Siska said differently

that she was quite comfortable serving non-domestic customers quoted as saying

“Aku yakin bisa kok.” Meanwhile, Milka said it was OK as far as the non-domestic

customers were from America, quoted as saying, “Yang penting orang Amerika, bagi

saya no problem.”

The other three tellers’ comments were quite similar that they felt Ok in

serving non-domestic customers. In short, 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.

83% of BCA’s tellers were confident since the language exchanges were

quite similar day after day. 33% were confused when the non-domestic customers

were talkative. Surprisingly, 16% admitted to use ‘special code’ in case of difficulty

and another 16% found difficulty dealing with Korean and Chinese customers.

With respect to the requests of suggestions by BCA’s tellers for their

personal development, most of them similarly want to be promoted as full time

tellers. It is true that so far all BCA’s tellers work on contract basis.

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CHAPTER V

CONCLUSION AND SUGGESTIONS

After analyzing the data for possible English language functions performed

by BCA’s tellers, presented below are the writer’s conclusion and suggestion that

will round u the study depending on the research question.

5.1. Conclusion

From the analysis, 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.

The study simply justifies BCA’s claims that it has an international standard of

service and has gone international by the establishment of branch offices or

representatives overseas.

The English language functions used by BCA’s tellers include (1) Offering

Help, (2) Introducing Self’, (3) Granted Permission to Count the Money, (4)

Requesting Customers to Count the Money before Leaving, (5) Demanding for

Something, (6) Asking for Information of an Account, (7) Standard of Grooming, (8)

Thank You Ending, (9) Special Case / Money Changing, (10) Offering another Help,

(11) English Proficiency, all of which can be responded by BCA’s tellers in terms of

accuracy, standard, efficiency of English language functions.

38



Finally all BCA’s tellers wanted to be promoted as full time tellers. It is

BCA’s personnel policy to employ its tellers on contract basis.

5.2 Suggestions

The writer realizes that the study is still far from being perfect. It only

jutstifies that BCA’s claims that it has international standard and has gone

international are true. However, the writer has some suggestions for the betterment of

BCA in general and its tellers in particular.

1) BCA should recruit its tellers of English Department students, since it is

easier for them to learn banking standards of services. Most importantly,

they have known some English for better career advancement in

banking industries. My logic is clear. It is easier to teach banking to

personnel with English background, than to teach English to personnel

with banking background. A research for this assumption has yet to be

conducted.

2) As suggested by the tellers under study, BCA should promote

experienced tellers to be full time staff. The writer realizes that a teller

must always be young, beautiful and energetic. This can only be

achieved through employment on contract basis since BCA can

terminate the employment at the end of a contract, and recruit much

younger ones for organizational refreshment. But honestly, this results

in tellers’ working under pressure without job security.

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BIBLIOGRAPHY

BCA website at http://hubpages.com/hub/BCA-Bank-Central-Asia-Online-Internet-Banking (accessed on February 27, 2011).

Creswell, John W. (1994). Research Design, Qualitative and Quantitative

Approaches. New Delhi: Sage Publication.

Eggins, Suzanne (1994). An Introduction to Systemic Functional Linguistics. London:Pinter Publisher.

Seek Career. http://www.iseek.org/careers/careerDetail?id=8&oc=100017 (Accessed

on February 28, 2011)

TransWorld Education http://www.transworldeducation.com/articles/globeeng.htm.(Accessed on February 27, 2011).

40













APPENDIX

CHECKLIST QUESTIONNAIRE

TOPIC : ENGLISH LANGUAGE FUNCTION

Teman-teman Teller BCA yang terhormat, dalam rangka penulisan skripsi saya

dengan judul “English language Functions Performed by BCA’s Tellers, saya mohon

dengan hormat agar teman-teman sudi meluangkan waktu untuk mengisi

questionnaire ini.

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. Untuk setiap petanyaan anda boleh menjawab lebih dari satu.

1. Sebagai teller yang terstandar, apabila pada jam kerja pagi kemudian ada

nasabah non domestik (orang asing), anda akan membuka pelayanan dengan

mengatakan

a. Good morning, can I help you?

b. Good morning, can you help me?

c. Good morning, what can I do for you?

d. Good morning, what can you do for me?

e. Yes, please.

f. Hi, you again, what can I do for you, now?

2. Dalam melayani nasabah non-domestik, anda juga harus mengenalkan diri.

Untuk ini anda akan mengatakan:

41



a. I am ______. What’s your name?

b. My name is _____. May I know your name?

c. You may know my name but what is your name?

d. My name is _______. Why don’t you know my name?

e. I am ________. And you are….?

f. My name is ________. Your name, please?

3. Dalam melayani nasabah non-domestik, anda juga harus menghitung kembali

uang nasabah. Untuk ini anda akan mengatakan.

a. Let me count the money, please.

b. Have I counted the money, please.

c. Let me use the machine to count the money. Your attention, please.

d. Wow, that’s a lot. Have you counted the money?

e. Why should I count the money?

f. Shall I count the money?

4. Dalam melayani nasabah non-domestik, anda juga harus meminta nasabah

menghitung uang sebelum meninggalkan loket. Untuk ini anda akan

mengatakan.

a. Before you leave, please count the money.

42



b. Count the money. No complaint granted upon leaving.

c. Could you please count the money?

d. Would you please count the money before leaving us.

e. Here is your money, please count.

f. Why should you count the money.

5. Dalam melayani nasabah non-domestik, anda juga kadang meminta kartu

identitas nasabah. Untuk ini anda akan mengatakan.

a. Can I have your ID card?

b. Where is your ID card?

c. Your ID card, please?

d. Come on; ID card out, please?

e. May I please have your ID card?

f. Let me have a look at your ID card, please.

6. Dalam melayani nasabah non-domestik yang mau transfer uang, anda juga

bertanya apakah dia punya rekening BCA. Untuk ini anda akan mengatakan.

a. Do you have an account with us?

b. Your account, please.

43



c. Where is your account?

d. What is your account number?

e. Would you like to have an account with us?

f. Do you have anyBCA account?

7. Dalam melayani nasabah non-domestik, anda juga harus stadar sikap

pelayanan. Untuk ini anda akan:

a. Keep smiling

b. Contextually smiling

c. Having to smile

d. Looking well-groomed and smiling

e. Smiling and occasional winking

f. Smiling to flirt

8. Dalam melayani nasabah non-domestik, anda wajib berterima kasih atas

kunjungan nasabah. Untuk ini anda akan mengatakan:

a. Thank you for your banking transaction with us.

b. Thank you for choosing BCA. Have a nice day.

c. Thanks and have a nice day.

d. Thanks and say hello to your family.

e. Thank you for coming. It was nice to meet you.

44



f. Thanks and come again for different transactions.

9. Dalam melayani nasabah non-domestik, anda kadang jenkel juga karena dia

hanya mau tukar uang. Untuk mengetahui jenis uang yang dia inginkan, anda

akan mengatakan

a. One thousand, ten thousand, twenty or what?

b. How do you want your money?

c. What nominal would you like to have?

d. Are you sure you only want to change your money?

e. What nominal?

f. Ok, what nominal do you want?

10. Dalam melayani nasabah non-domestik, anda juga harus menawarkan

transaksi lain. Untuk ini anda mengatakan:

a. That’s all. Anything else?

b. You’re done. Any other transaction, please?

c. Any other transaction you’d like to deal with?

d. It’s a deal. Anything else?

e. Anything else, Sir? / Mom?

45



f. That’s all. What else?

11. Dalam melayani nasabah non-domestik, apakah anda cukup yakin dengan

bahasa Inggris anda secara fungsional?

a. Ya, sangat sakin. Saya kan alumnus Sastra Inggris.

b. Ya, yakin karena yang diomongkan itu-itu juga.

c. Kadang bigung juga kalau pas nasabah agak crewet dan ngomong

banyak, yang penting senyum, dikira tahu.

d. Nggak masalah, kalau bingung bisa dengan kode.

e. Tergantung, kalau orang Korea, Jepang, ampun deh Inggrisnya.

f. Yah, biasa-biasa saja. OK juga!

g. (lainnya?)

………………………………………………………………………..

Saran anda untuk kemajuan Teller BCA

…………………………………………………………………………………………

………………………………………………………………….

…………………………………………………………………………………………

………………………………………………………………….

…………………………………………………………………………………………

……….

SEKALI LAGI, SAYA UCAPKAN BANYAK TERIMA KASIH ATAS BANTUAN

TEMAN TEMAN TELLER BCA

Documents

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