Analysis of complaints in the comments section on Air Selangor's Facebook page / Normah Ahmad … [et al.]

Ahmad, Normah and Shaharuddin G, G. Sharina and Abdul Rashid, Nor Rasimah and Mohd Samsir, Sri Qamariah and Sharif, Sarinah (2022) Analysis of complaints in the comments section on Air Selangor's Facebook page / Normah Ahmad … [et al.]. International Journal of Modern Languages and Applied Linguistics (IJMAL), 6 (1): 15. pp. 48-62. ISSN (e-ISSN): 2600-7266

Abstract

The speech act of complaints has often caught the attention of researchers in many perspectives. Most previous stud-ies on complaints relied on discourse completion task (DCT) data, and some used ethnographically obtained data. Nowadays, with the widespread use of the Internet, many human affairs have also shifted to online, including com-plaints. However, there is still not much research done on complaint speech act in an online setting. Therefore, this study has utilized the data of complaints in the comments section on the Facebook page of Syarikat Air Selangor. A to-tal of 74 complaints were obtained from 200 comments in the comments section on Air Selangor's Facebook page. Water consumers make complaints as a response to a notification of water supply disruptions in the Klang Valley. The data were analyzed using the framework introduced by Depraetere et al. (2020) and Decock & Depraetere (2018). The results showed that complainers preferred using only one and two components, namely the strategy of complaints and dissatisfaction or a combination of both. The results proved that the complainers employ more implicit complaint strategies and less explicit strategies. Although this study was conducted in an online setting, it was found that the complaints made were not too aggressive and did not use many harsh words. Most complaints only stop as far as component B, which is dissatisfaction, and do not escalate further. This study is significant because it can provide in-formation on how Malaysians utilise language, particularly when voicing complaints on social media.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Ahmad, Normah
normah698@uitm.edu.my
Shaharuddin G, G. Sharina
UNSPECIFIED
Abdul Rashid, Nor Rasimah
nor_rasimah@uitm.edu.my
Mohd Samsir, Sri Qamariah
sriqamariah@uitm.edu.my
Sharif, Sarinah
UNSPECIFIED
Subjects: Q Science > QA Mathematics > Analysis
Divisions: Universiti Teknologi MARA, Shah Alam > Academy of Language Studies
Journal or Publication Title: International Journal of Modern Languages and Applied Linguistics (IJMAL)
UiTM Journal Collections: UiTM Journal > International Journal of Modern Language and Applied Linguistics (IJMAL)
ISSN: (e-ISSN): 2600-7266
Volume: 6
Number: 1
Page Range: pp. 48-62
Keywords: Speech acts, complaints, pragmatic
Date: March 2022
URI: https://ir.uitm.edu.my/id/eprint/46496
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