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Library's collection Library's IT development CancelThis study observes the components of complaint. It focuses on written
complaint in Metropolis Watch column in "Jawa Pos" newspaper. The data are
taken from Metropolis Watch column. Since the study focuses on complaint
letters thus the writer uses letter which are included as complaint letters. Next the
writer analyzes each sentence and categorizes them in the components of
complaint. There are fifteen letters of complaint used in the study. The
components of complaint used in the study are proposed by Schaefer. Nine
components are proposed by Schaefer, they are Opener, Orientation, Act
Statement, Justification of the Speaker, Justification of the Addressee, Remedy,
Threat, Closing, and Valuation. Besides, the use of components of complaint, the
study would also like to know the most and less frequent components used in
Metropolis Watch. The next is to know whether the seriousness of a problem will
influence the use of several components like Justification of the Addressee,
Remedy, Closing, and Valuation. The findings show that Orientation, Act
Statement, and Justification of the Speaker are the most frequent components
found in written complaint while Opener and Threat are not found in all letters.
The study questions the influence of the seriousness of a problem to the
appearance of several components of complaint. From the study, it can be seen
that there are no influence, thus the use of those components depends on the
complainer him/ herself.