AN ANALYSIS OF STUDENTS’ SPEAKING PROBLEMS ON THE TELEPHONE RESERVATION AT SMK NEGERI 7 BENGKULU CITY

This study aimed to identify speaking problems faced by students in speaking as
telephone operators in the hotel reservation section at SMK N 7 Bengkulu City.
This study used a descriptive quantitative method with a questionnaire as a
research instrument. The study was conducted at SMK N 7 Bengkulu City. The
population consisted of tenth-grade students at SMK N 7 Bengkulu City. The
researcher used a purposive sampling technique to select the sample. The sample
included 36 students from the Hospitality Department (Industry). In analyzing the
data, statistical tests were conducted using Microsoft Excel and the Statistical
Program for Social Sciences (SPSS) to calculate and describe the data. The
researcher conducted a descriptive analysis to identify speaking problems among
students with 5 indicators of speaking problems, namely: Affective, Social
factors, Related to instructors, Education system, and Linguistics. The results of
the data analysis showed that the problem of "linguistic problems related to
students' speaking problems" was the most significant indicator of difficulties in
speaking on the telephone faced by students majoring in hospitality (industry) at
SMK N 7 Bengkulu City with a total mean of 17.58.
Keywords: Speaking Problems, Telephone Operator, Hotel Reservation