JRSSEM 2022, Vol. 01, No. 7, 947 – 953
E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494
DOI : 10.36418/jrssem.v1i7.93
IMPACT OF THE ESTABLISHMENT OF LISTENING SKILLS
ON THE QUALITY LEVEL OF CUSTOMER COMPLAINTS
HANDLING ABILITY (CASE STUDY IN BUSINESS
COMMUNICATIONS COURSE STUDENTS YOGYAKARTA)
Lucia Nurbani Kartika*
Universitas Kristen Duta Wacana
e-mail: ciakartika@staff.ukdw.ac.id
*Correspondence: ciakartika@staff.ukdw.ac.id
Submitted: 28 January 2022, Revised: 05 February 2022, Accepted: 18 February 2022
Abstract. Product or service provided by a customer feedback on a product or service. Of the
quality of the product or service used by the customer. More and more complaints given by
customers require extra attention for every company that receives complaints to improve in the
manufacture of products or services. For this reason, every company must be able to provide
satisfaction to its customers by one way of responding and handling customer complaints
appropriately and correctly. The methodology used to conduct this research is a quantitative
approach to establish a causal relationship between the impact of listening skills on the customer's
ability to handle complaints. In this case, it is a student case study. Based on the above Based on
the research results, communication is certainly the most important key in building good
relationships between individuals. Through oral or written communication, it is hoped that the
public can fully understand what is conveyed by the sender of the message. Inevitably,
communication is the most important thing in determining customer satisfaction of a company.
Customer complaints about the use of a product or service provide feedback on the quality of the
product or service used by customers. Therefore, the authors initiated “The Effect of Listening Skills
Training on the Quality Level of Customer Complaint Management” and achieved significant
results.
Keywords: impact; customer complaint; ability
Lucia Nurbani Kartika | 948
DOI : 10.36418/jrssem.v1i7.93
INTRODUCTION
There are 3 skills that are needed to
improve the quality of customer complaint
handling capabilities, namely: Complaint
Handling Management, Listening Skills,
Empathic Listening which will be
summarized in a series of workshops by the
author and tested on Duta Wacana
Christian University students. Complaint
according to (Forte & Brazdil, 2016); (Xu &
Li, 2016) is an expression of dissatisfaction
from the client. Complaints are generally
defined as mistakes, problems, stress,
frustration, conflicts, demands, and the like.
Complaint Handling or referred to as
complaint handling is In simple terms
(Jeanpert, Jacquemier-Paquin, & Claye-
Puaux, 2021); (Brennan, Sourdin, Williams,
Burstyner, & Gill, 2017), complaints can be
interpreted as expressions of dissatisfaction
or disappointment. The dissatisfaction felt
by consumers when buying and using
goods, whether in the form of physical
products or services. Customer complaints
cannot be ignored, because ignoring them
will make customers feel unappreciated
and not cared for at all (Weber &
Chatzopoulos, 2019); (Fernández et al.,
2015). Therefore, the company must have a
specific procedure for handling complaints.
Hearing is a physiological process while
listening involves receiving stimuli (Valenti
et al., 2012); (Litovsky, 2015). The
understanding of receiving here
emphasizes that someone in listening
activity means absorbing the received
stimulus and then processing it in a certain
way. At least for some time, the received
signal is held and processed.
METHODS
The methodology that will be used to
conduct this research is a quantitative
approach to prove the causal relationship
of the effect of listening skills on the ability
to handle customer complaints, in this case
a student case study. This methodology is
used to examine and prove causal
relationships in an effort to develop
listening skills of business communication
students in developing customer complaint
handling skills through the formation of
listening skills. The data collection method
uses a questionnaire or questionnaire,
which is a data collection technique by
giving a group of questions or statements
to respondents to be answered.
In a research variable becomes one of
the elements that must exist and even
becomes an important element because
this is what will then be observed or
investigated by a researcher.
Variables according to Hatch and
Farhady as quoted by Sugiyono are
theoretically an attribute of a person or
object that has variations from one person
to another or one object to another.
In more detail, the research variables are as
follows:
a. Independent
Variables the independent variables
of this study are:
Formation of Listening Skills : X
Content Listening : X1
Critical Listening : X2
Empathic Listening : X3
b. Dependent
Variables The dependent variables
of this study are ability complaint
Handling Management: Y
949 | Impact of The Establishment of Listening Skills on the Quality Level of Customer
Complaints Handling Ability (Case Study in Business Communications Course Students
Yogyakarta)
The normality test
The normality test is used to determine
whether the data population is normally
distributed or not. The data is declared
normal if the significance is greater than
0.05 (Kwak & Park, 2019); (Ghasemi &
Zahediasl, 2012).
Homogeneity Test Homogeneity
A test is used to determine whether
some variants of the data population are
the same or not. If the significant value is
greater than 0.005, it can be said that the
variance of two or more groups is the same
(Kim, 2014); (Kang & Yusof, 2012).
Hypothesis formulation
Ho: Homogeneous data
Ha: Inhomogeneous data
Test (t-test)
One sample t-test in principle wants to
test whether a certain value (given as a
comparison) is significantly different or not
with the average of a sample. The particular
value here is generally a parameter value to
measure a population (Bellon-Maurel,
Fernandez-Ahumada, Palagos, Roger, &
McBratney, 2010).
RESULTS AND DISCUSSION
1. The normality test
Criteria : Hypothesis formulation
Ho: The sample comes from a normally
distributed population
Ha: The sample does not come from a
normally distributed population.
If the value of Sig. > 0.05, Ho is
accepted or the sample comes from a
normally distributed population.
If the value of Sig. < 0.05, Ho is
rejected or the sample does not come
from a normally distributed population.
Table 1. Tests of Normality
Kolmogorov-Smirnov
a
Shapiro-Wilk
Stat
istic
df
Sig.
df
Sig.
Pretest
.228
5
.200
*
5
.607
Posttest
.269
5
.200
*
5
.376
*. This is a lower bound of the true significance.
a. Lilliefors Significance Correction
X
(X1-X3)
Y
Lucia Nurbani Kartika | 950
DOI : 10.36418/jrssem.v1i7.93
Table 2. One-Sample Kolmogorov-Smirnov Test
Pretest
N
5
Normal Parameters
a,b
Mean
19.40
Std.
Deviation
Most
Extreme Differences
Absolute
.228
Positive
.192
Negative
-.228
Kolmogorov-Smirnov Z
.509
Asymp. Sig. (2-tailed)
.958
a. Test distribution is Normal.
b. Calculated from data.
Based on the results of the
normality test, it is known that the value
of Sig > 0.05. So Ho is accepted. Or it
can be concluded that the sample
comes from a normal distribution.
2. Homogeneity Test Homogeneity
Criteria
If the value of Sig. > 0.05, Ho is
accepted or the data is homogeneous,
if the value of Sig. <0.05, Ho is rejected
or the data is not homogeneous.
Test results using SPSS
Table 3. Levene's Test of Equality of
Error Variances
a
Dependent Variable:
F
df1
df2
Sig.
.061
1
8
.812
Tests the null hypothesis that the error
variance of the dependent variable is
equal across groups.
a. Design: Intercept + Test
Based on the results of the
homogeneity test, it is known that the
value of Sig > 0.05. So Ho is accepted.
Or it can be concluded that the data
variance is homogeneous.
3. Test (t-test)
Formulation of Hypothesis
Ho: There is no significant difference in
951 | Impact of The Establishment of Listening Skills on the Quality Level of Customer
Complaints Handling Ability (Case Study in Business Communications Course Students
Yogyakarta)
value after the workshop
Ha: There is a significant difference in
value after the workshop
Criteria
If the value of Sig. > 0.05, Ho or
there is no significant difference in
value after the workshop.
If the value of Sig. <0.05, Ho or
there is a significant difference in value
after the workshop.
Table 4. Paired Samples Statistics
Me
an
N
Std.
Deviation
Std. Error
Mean
Pair 1
Pretest
19.
40
5
.980
2.191
Posttes
t
49.
20
5
2.588
1.158
Interpretation: based on the test
results in the paired samples statistics
the average value of participants at the
beginning before the workshop
(pretest) is 19.40 with a standard
deviation of 2.191 while the
average the value after the workshop
(posttest) was 49.20 with a standard
deviation of 2.588. This means that
descriptively there are differences in
scores before and after attending the
workshop.
Table 5. Paired Samples Test
Paired Differences
t
df
Sig.
(2-
tailed)
Mean
Std.
De
viat
ion
Std
.
Err
or
Me
an
95% Confidence
Interval of the
Difference
Lower
Upper
Pa
ir
1
Pretes
t -
Postte
st -
29.800
-
34.950
-
24.
650
-
16.
06
7
4,000
Interpre
tation
1.855
4.
1
4
7
:
Lucia Nurbani Kartika | 952
DOI : 10.36418/jrssem.v1i7.93
The paired samples test table, the
mean difference (pretest – posttest ) =
-29, 800 The negative sign indicates
that after participating in the workshop
the participants' test scores were higher
than before the workshop.
The significant value is 0.00. sig
value. < 0.05. Thus Ho is rejected or it
can be concluded that there is a
significant difference in value after
attending the workshop.
Conclusion:
There is a difference in value/ability
after attending the workshop.
CONCLUSIONS
Communication is indeed the most
important key in building a good
relationship between each individual.
Through oral or written communication, it
is hoped that people can understand what
the sender of the message is saying well.
Inevitably in the company, communication
is the most crucial thing in determining
customer satisfaction. Complaints given by
customers in the use of products or services
are feedback on the quality of products or
services used by customers. Because of this,
the author initiated the "Impact of Listening
Skills Formation on the Quality Level of
Customer Complaint Handling Ability (Case
Study on Business Communication Course
Students UKDW Yogyakarta)" and got quite
significant results. This can be seen based
on the test results in the table paired
samples statistics the average value of
participants at the beginning before the
workshop (pretest) is 19.40 with a standard
deviation of 2.191 while the average value
after the workshop (posttest) is 49.20 with
a standard deviation 2,588. This means that
descriptively there are differences in scores
before and after attending the workshop.
Based on the calculation of processing by
SPSS, the Workshop on Formation of
Listening Skills on the Quality Level of
Customer Complaints Handling Ability is
declared valid / successful.
For future research, it is hoped that a
wider population sample will be used, so
that research will continue to develop, not
limited to Duta Wacana Christian University
students.
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© 2022 by the authors. Submitted
for possible open access publication
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Commons Attribution (CC BY SA) license
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