Fajri, Rizqi Nouvada (2024) CREATING BILINGUAL CUSTOMER SERVICE GUIDEBOOK FOR PT ANGKASA PURA I JENDERAL AHMAD YANI AIRPORT SEMARANG FIRST FLOOR: EXHIBITION HALL. Undergraduate thesis, Universitas Diponegoro.

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Abstract

This study, titled " Creating Bilingual Customer Service Guidebook For PT Angkasa Pura
I Jenderal Ahmad Yani Airport Semarang First Floor: Exhibition Hall” aims to facilitate
customer service staff in assisting passengers, especially those speaking English. Jenderal
Ahmad Yani Airport, located in Semarang, is known as a "floating airport" due to its
position in a marshland area. Although the customer service team provides quality service,
there is a need for improved English language skills. The research applies a Research and
Development (R&D) method, based on the Borg and Gall model, which includes stages
such as field surveys, data collection, planning, production, and evaluation. A combination
of quantitative and qualitative approaches was used to develop the guidebook, titled
“Bilingual Guidebook for Airport Customer Service,” which contains bilingual
conversations between staff and passengers. Practical trials and feedback analysis showed
that the R&D approach was effective in producing a relevant, high-quality guidebook,
which is expected to enhance customer service quality at Jenderal Ahmad Yani Airport.
Key word:Guidebook, Bilingual, Customer Service,JenderalAhmad YaniAirport Semarang

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