Website Masjid Nurul Yaqin Sidoarjo Sebagai Publikasi Kegiatan Masjid

Masjid Nurul Yaqin adalah tempat ibadah bagi umat Islam memiliki kapasitas kurang lebih 400 orang jamaah, terletak di Jalan Raya Ponti, Pondok Jati Sidoarjo. Jamaah Masjid Nurul Yaqin adalah warga perumahan Pondok Jati, masyarakat yang mempunyai aktifitas di sekitar Jalan Raya Ponti, dan masyarakat Sidoarjo pada umumnya. Sebelum wabah pandemi covid-19, kegiatan Masjid Nurul Yaqin cukup banyak, dengan pesertanya dari kalangan masyarakat luas yang lokasi tempat tinggalnya cukup jauh dari masjid.  Kegiatan tersebut misalnya Pengajian Umum Peringatan Hari-Hari Besar Islam (PHBI), Kegiatan shalat Subuh berjamaah, dan secara periodik  dilanjutkan dengan Tausiah dan sarapan pagi bersama, Pengajian Umum Peringatan Hari-hari Besar Islam (PHBI), dan agenda-agenda lain yang tidak terjadwal. Selama ini, untuk mengetahui kegiatan-kegiatan yang diselenggarakan oleh Masjid Nurul Yaqin, masyarakat hanya bisa mengetahui secara lisan melalui pengumuman Takmir Masjid atau banner yang dipasang di halaman masjid, namun hal ini tidak optimal karena kegiatan-kegiatan yang diselenggarakan adalah untuk masyarakat luas yang tidak semua mengenal satu dengan lainnya. Berdasarkan permasalahan di atas, tim pelaksana pengabdian membuat website guna membantu publikasi Masjid Nurul Yaqin ke masyarakat luas, baik untuk penyelenggaraan acara-acara maupun publikasi tentang Masjid Nurul Yaqin sendiri. Dengan adanya website ini, keberadaan Masjid Nurul Yaqin dan agenda-agenda kegiatannya telah semakin dikenal oleh masyarakat luas sehingga semakin banyak masyarakat yang mengetahui informasi kegiatan-kegiatan yang dilaksanakan Masjid Nurul Yaqin. Hal tersebut dapat mendorong   semakin banyak masyarakat yang datang ke Masjid Nurul Yaqin sehingga dapat meningkatkan kuantitas dan kualitas ibadah masyarakat

Rhetorical Move Analysis on the University Students' Presentation: Move in the Oral and PowerPoint Slide Presentation

There is a limited study view on rhetorical moves employed in both students’ oral presentations and PowerPoint slides in the classroom presentation. Few studies are largely realized on oral and slide movement in the conference and thesis presentation. Furthermore, the purpose of this research paper is to expose what are move employed by students in presenting classroom course project presentation orally and on slide, and what moves which is hampered in both. A qualitative survey based on the observation technique was used for data collection purposes. Data are analyzed using two divergent theoretical frameworks. The finding reveals students employ four moves of oral presentation; introduction, body, conclusion, and Q&A move. Otherwise, the Powerpoint slide highlights two moves including the body and conclusion move, the opening move seems optional. Further, orally, the omission of a summarization step in the conclusion move hampers students in reminded any point of the presentation thereby hampers the audience in strengthening their recall and understanding. The transition between spoken and written genres within the PowerPoint slide hampers through the dissipation move in both. Thus, the teacher should take into account the importance of rhetorical  knowledge toward the presentation movement either in the oral or PowerPoint slides

A Study of Cross-Cultural Understanding of Showing Anger in Indonesian and Australian Families

A Study of Cross-Cultural Understanding of Showing Anger in Indonesian and Australian Families Intan Puspakirana S1 English Literature, Language and Arts Faculty, State University of Surabaya. [email protected] There are some various ways of anger expressions in people’s daily life, both through verbal language and non-verbal language. How children express their anger to the parents might be almost similar with the anger expressions of parents to children or depend on the parents’ advices to the children. According to Keesing, culture is the regular behaviour of people in one area which is done by the majority people in that area and also be done with the generation after (1985). This study is about cross-culture understanding of showing anger in Indonesian and Australian families. It focuses on the expressions of anger in both countries. This study is conducted to find out the differences of culture of showing anger in both countries.In this study, descriptive qualitative approach and Goodenough’s theory of culture are used. The data of this study that have been obtained through the process of interview and observation are analyzed based on the three research question. Based on the data analysis, here comes the results that the way of family showing anger in Indonesia and Australia is different, meanwhile the expressions of anger between children and parents is almost similar. Yelling, screaming, stomping and slamming are very common in Australian families as their anger expressions, both from parents to the children and the opposite. They are free to show what they think and feel and they do not have the same respect with Indonesian, especially children to parents. In Indonesia, both parents and children tend to talk calmly and solve the problem privately when they are angry. Parents always talk to the children and sometimes give advices to the children about what is polite and impolite. So, children in Indonesia tend to express their anger through face and body language because they respect each other. However, this behavior will be always like this in both countries because their culture is really different. Australian has freedom as the culture, while Indonesian respecting each other. It has been regular behavior which will be done by the next generations. Keywords: cross-culture, expressions, anger, verbal, non-verbal, families, Indonesia-Australia           INTRODUCTION People have their freedom to show their feeling: sad, happy, angry, etc. In the way of people show their feelings; there were some differences in expressions and behavior. It may be influenced by the culture of the environment of how people behave. Each country has its own culture in how to behave. Western and Eastern country will not have the same culture. It also happens in the closest and smallest environment of people; family. Every people come from different environment, which is called families as the closest environment of people. The way of people behave depend on the habit of their families and other environment they live with. The attitude and behavior of high status families may be different with they are who come from low status families. How people talk and behave usually depend on how they were indirectly taught since they were in the early ages by their parents. For example, people from high status families usually have dinner together in one table, and when they come to their friend from low status family which has different habit of having dinner, they will feel weird of that thing. High status family is the families with good education and low status families usually come from less educated people. How they behave may be different because they live in different environment. Even though they know each culture of different status and their habits, but it will not influence each other simply just by knowing. Sometimes low status families do not allow their siblings to act like high status families because that is not their culture, also the opposite. Some people say that high status families are influenced by western culture, etc. Indonesia and Australia is two countries with different culture. In Australia the freedom of showing feelings and thoughts is very important, also the self-spacing. While in Indonesia it is important to be polite and care to each other. There is a view of Australians as insulting and criticizing of Asian countries such as Singapore, Malaysia, and Indonesia (Reisinger & Turner, 1997). Besides, Australians are also seen as not being committed to educating themselves about Asia and its culture because the culture is quite different with eastern countries. But there are people who are bi-cultural - but not bilingual – that is someone who had direct experience of the two cultures and can understand the nuances of each (Kepler, Royse, & Kepler, 1996). So it is not that difficult to bi-cultural people to adapt with both cultures in their language, both orally and by the gestures. Communication is something that can use continual work, and often tactics change in different relationship. In a families, people tend to speak spontaneously like what they have learnt from the very earlier ages. Vocabularies and intonation that children learn might be used to tell something, to show a particular emotions also thoughts. For many people, emotion means physiological arousal (Planalp, 1999). Emotions can be sad, happy, angry, embarrassed. Etc. Emotion do produce some changes in physiological part at least some times such as raising and falling of intonation, changing of face, more powerful gestures, etc. There are some emotions that can be shown in a communication, such as happy, ashame, even angry. It is known that the contradiction about showing anger in some countries still happens nowaday. Anger would be only partially identifiable with “furious” bodily gesturing (Cataldi, 1993b). Western and Eastern people have their own habit in expressing feelings and solving problems. The majority of Eastern families usually respect parents and holding politeness as their habit in showing emotions especially anger. While Western families tend to be free to show their anger. Yelling and swearing are commonly happen in expressing anger, both from parents to children and the opposite. It is rarely recognized about others’ feeling when people show their anger. Where actually, hurt someone else should be avoided when people express anger or other feelings. Based on the case that mentioned above, the present study will find some facts about how people usually show their emotion, especially in Western families. This study discussed a cross-cultural understanding of showing emotion in particular area. Statement of the problem in this study is how the member of a families show their anger to other member especially to elders. The research questions of this study are; (1) how do usually Indonesian and Australian children show their anger to their parents?, (2) how do usually Indonesian and Australian parents show their anger?, (3) how does culture work to influence the attitude of someone in showing anger?. This study is conducted to find out the expressions of anger in Indonesian and Australian families, both parents and children, and the influence of culture to the attitude of someone n expressing their anger. Two Indonesian families and two Australian families were chosen as the subject of this study. The families consist of parents and three or four children. The first family of each country comes from high status family and the second family comes from low status family. The different class of families is used to prove the issue that high status family is influenced by other cultures. Practically, the study was meant to provide feedback for people to learn about cross-cultural understanding. There were some theories used in this study. Those are family relationship by R.M. Keesing, culture and emotions by Mesquita and Leu, and verbal and non-verbal language as the expression of anger Robinson and Kepler et all. The relationship of families in each country may be different. Even each family has their type of relationship. However family is the biggest influence for children behavior. According to R. M. Keesing, Common patterns of childhood experience create a characteristic personality orientation; and in learning a culture, a child acquired motives and values, a distinctive world view” (Keesing, 1985).  How often and under what circumstances an infant is fed and bathed, how it is held, how and when it is disciplined, depends on the customs of a particular people. So it is known that families as the closest environment to children will give much influence the children’s behavior. Children are easy to imitate what their parents do and say, also other cultures that have been the circumstances of the environments. Each environment has its own culture in how to behave, what to believe, and how to think. According to Mesquita & Leu, “there are also many cultural differences in how people perceive and express their emotions and in how often they experiences specific emotions” (Mesquita, 2003: Mesquita & leu, 2007). Cultural differences have been found in nonverbal expressions of emotions too. It happens because people can and do learn to control and modify their expressions. Thus, nonverbal expressions of emotions vary somewhat across cultures because of culture-specific attitudes and display rules. However there are some expressions of anger towards spoken language and it much easier to recognize the anger. People who are angry tend to tend their intonation while speaking, even sometimes yelling. In some cases, they may swear to the people who make them angry. But there are also some people who do not want anybody else knows about their anger to avoid hurt someone’s feelings. Those are all depend on the people themselves. Verbal language is the first choice of the way people communicate each other. How people tell something to anyone else is different one with another. It is related to the theory of family relationship, how parents tell the children about something good and not good is divided into some ways. Parents have their own way to teach their children. According to W.P. Robinson, there are three different styles of parents, especially mother, to teach the children; imperative techniques, positional appeals, personal appeals (Robinson, 1972). Imperative technique is the technique which the parents talk to the children directly to the point. Not really soft in telling something, but straight to the topic. Positional technique is using allusion by sex, age, and families. So the parents will give the children an example or allusion so that the children will think deeply about what they should or should not do. Personal appeals is the technique which the parents, especially mother talk softly to the children. With this technique, parents can have closer relationship with the children and the children will not be offended. Besides that, body language is the non-verbal communication that is done every day. It is a kind of humans’ communication through body movements as the symbols. Some people believe that body language is only a secondary means of communication used to supplement speech. When people use their body language as their speaking, the gestures automatically will modify or confirm what is said “Linguists believe that all communities that use spoken language also use many non-verbal gestures” (Kepler et al., 1996). That is why, body language should not be considered as limited meanings of expression. In some ways, there are more expressive body movements than forms of speaking and writing. So people can express their anger through verbal and non-verbal language. It was observed during the study.   RESEARCH METHOD The study is descriptive-qualitative study because it does not take any statistical method. It is about exploring issues, understanding cultural differences, and answering questions. According to the book Project in Linguistics : A Practical Guide to Researching Language, “qualitative research or qualitative data is something related to judgments, perceptions, insights, etc” (Wray, Trot, Bloomer, Reay, & Butler, 2001). Because this study is a qualitative study, so it will have an interesting part in meanings, perspectives, and understandings. Beside that an emphasis on process and a concern with the analysis and grounded theory was also taken in this study. The subjects of this study are Indonesian and Australian families. In this study, two Indonesian families and two Australian families were interviewed. The Indonesian families are the families who are born and live in Indonesia. Also the Australian families mean that the parents and the children are Australian nationality. Mix-marriage families are not included in this study. Place of the study is in Indonesia and Australia. For Indonesian families, the interview and observation were taken on the spot. While for Australian families, the interview is quite complicated because it uses electronic media for the interview. And the observation is taken also via internet. First, before doing the interview or observation, it is important in this study to look for the families, both in Indonesia and Australia. After looking for the available families, the interview and observation were done. As the writer had collected the required data for the study, the next step is analyzing the collected data.   RESULT AND DISCUSSION The expressions of people in showing their anger may be different. How parents angry to the children and the opposite may be similar or different. However, it relates to the culture itself. Culture is the way of how people in an area behave, think, and belief. Each area has its own culture as the regular behavior. It means that the majority people in a particular area do something as the behavior and it is also done by the next generation in that area. The culture that is discussed in this study is about emotional experience; anger expressions. Emotion is made up of cognitive, physiological, and behavioral components. Similarities and differences might be found in how people perceive and express their emotions, especially anger. This study is focused to the expression of anger in families in two countries; Indonesia and Australia. This section will discuss the similarities and differences of people in those families express their anger and the culture of each country itself. Before discuss the whole things in this study, there is the table to show the finding which are found during the study. See Table 1.     FINDINGS Families Expressions of Anger Parents Children Australian Family 1 - yell to children - slam the children (the boys) - leave the children - take away boys’ play station - yell to the parents - do not want to talk with the parents - slam or punch something in the house - say swearwords Australian Family 2 - yell to children - give the children more chores - talk to the children - yell to the parents - stomping along the house - lock themselves in their room - doing something else Indonesian Family 1 - talk slowly to the children - ask what the children want - leave the children for a while - keep silent - cry - talk to the parents Indonesian Family 2 - talk to children privately - give the children some advices - give the children time to think - show sullen face - keep silent - talk privately to the parents Table 1 Findings of the Study Both families in Australia that had been interviewed and observed show their anger mostly through words and high intonation. Both parents and children can argue and yell each other. The parents can express their anger in some various ways. They may yell, scream, or slam their children when they are angry. Solving problem is done during the dinner time only. So the children will not talk to the parents until dinner time. Even sometimes they never talk about the problem anymore after arguing each other. Sometimes the parents in Australian families will give what their children want to make their children do not angry anymore. But in many cases, they keep angry until the children cool down themselves. Not only the parents, but also the children have their freedom to show their anger. The children do not really think about polite or impolite. They only think that what their parent do, they can do the same thing, also in showing their anger. They may scream, yell, and say swearwords to the parents when they are angry. Even they often slam the door to show their anger to the parents. Respecting elders and the advices is not the culture in Australia. So, they always show their disagreement directly to the parents in some harsh ways. The parents will not be offended because it has been their culture to be free in expressing anything, include their anger. The children imitate the attitude of their parents in their daily activity, also the expressions of their anger because they believe that those are their culture to be free in expressing something. In contrast, two families in Indonesia have different expressions of anger with Australian families. Both parents in two families who had been interviewed and observed do not show their anger to the children by yelling or screaming, even slamming. They tend to tell slowly to the children. Sometimes they angry and nag the children, but they always avoid bad words. The parents in these two families always give advice to their children and then talk with their children about what they want and solve the problem. Besides that the parents always give the children their own time to evaluate and think clearly whether their behavior is good or bad. Children, in these two Indonesian families, are also ever angry with their parents. But they have different expressions of anger with those children in Australian families. Children in Indonesia tend to keep silent when they are angry. Most of them express their anger through their face expression. They show sullen face, and tilt their eyebrow into the center of face. The children seldom argue their parents and always avoid disagreement. When the parents are angry, the children never argue the parents because arguing parents is impolite, they said. It can be happened because from the childhood ages the parents have told the children about what polite and impolite to do to elders, especially their parents. The parents also give example to the children that when the parents were young, they never or ever do something and give explanation why those things should or should not be done by the children. The explanation supports the theory of Mesquita, 2003: Mesquita & Leu, 2007 which say that there are many cultural differences in how people perceive and express their emotions and in how often they experience specific emotions (Weiten, 2007). It can be seen from subchapter 4.1 and the explanations above that the expressions of anger in families in two different countries are different. Not only the expressions, but also the reasons of their anger are also different. However, the behavior of parents when they are angry will almost similar with the children in one area. It means that the social status of families does not really take place in the changing of behavior even when they are angry. It means that people in one area have their regular behavior. The smallest and closest environment is families which is the concern of this study. The things which are done by the parents will also be done by the children in the future. The parents also do the behavior which was done by the grandparents. It means that culture in one environment will not be endangered because the next generation will do the same things as the elders. It also automatically shows the agreement with the theory of Goodenough which said that culture has been used to refer to the pattern of life within a community-the regularly recquiring activities and material and social arrangement (Keesing, 1985). The activities of people in that families will regularly be done. The next generation, children, will do something by imitating their parents’ behavior. Besides that, they also listen to the parents about the things that should or should not be done. The culture of expressing anger is shown in this study. In one area, Australia, the parents in two different families show their anger in some harsh ways. Then, the children do the same thing because firstly at the earlier ages, they recognized the expressions as the anger expressions. When they have grown up, they finally imitate their parents’ behavior. Even the parents never show that they are offended with their children’s behavior. So, the children do not ever feel that they do it wrong. They know that they have their freedom in showing anger, as free as their parents. In another area, Indonesia, parents tend to express their anger by nagging the children. They will tell the children if they do something wrong. But the children do not nag the parents, too because it is not their culture to show disagreement and they must respect their parents and the advices. They believe that the parents angry because the parents want them to be better person. The children do not imitate the way parents nag and angry to them, but they listen to the parents about parents’ experiences that they never argue their parents when they were young because they must respect their parents. So, the children imitate how young people respect the elders especially their parents. Talking about different culture, Indonesia and Australia have really different culture of how they express their anger. It is shown directly through their expressions, both parents and children. Some specific cultures accor

Selecting Postharvest Technology Method for Citrus Fruit using Analytic Hierarchy Process (AHP)

Ehime Prefecture is one of the main citrus fruit producing regions in Japan. As many as\ud 20 major citrus varieties are cultivated in Ehime annually.\ud The harvest of citrus fruit in a\ud large scale has brought the consequences in the postharvest deterioration. It could be\ud caused by many factors, including metabolic changes, (biochemical changes associated\ud with respiratory metabolism, ethylene biosynthesis and action, and compositional\ud changes), growth and development (anatomical and morphological changes), physical\ud injuries, water loss, physiological disorders, and pathological To reduce these losses, it is \ud suggested to apply proper handling methods or postharvest technologies that delay\ud senescence and maintain the best possible quality. There are some handling methods or\ud postharvest technologies that can be used to maintain the quality of citrus fruit, such as:\ud modified atmosphere packaging (MAP), controlled atmosphere storage (CAS), coatings,\ud hot water treatment, and etc. In this paper, analytic hierarchy process (AHP) is used to\ud select the best postharvest method for preserving citrus fruit in Ehime. The ability of the\ud AHP to provide selection of the postharvest technology with process flexibility like\ud criteria selection, technology selection and criteria weightages allows its use by students,\ud researchers, entrepreneurs, technology facilitators, policy makers, et

ORAL CORRECTIVE FEEDBACK IN SPEAKING CLASS: ITS FREQUENCY, STUDENTS’ PERCEPTIONS AND PREFERENCE

The objective of this qualitative study is to investigate kinds of corrective feedback used by the English lecturer in speaking class at English Department in one of private University in Jember. Further, this research also investigate how the students’ perception and preference lying on their speaking proficiency toward the corrective feedback which is dominantly used by the lecturer. Based on the analysis taken from questionnaire given to 30 students of English Language Education department, it was found that (1) recast, repetition and clarification request are commonly used in the class. And (2) according to the students’ perceptions, repetition is the effective feedback that engage the students to improve their speaking skill. Last (3) the students prefer to get repetition and explicit correction as the feedback in the speaking class

Consumers’ Choice for Vegetable Market Channels in Indonesia

The purpose of this study is to explore consumers’ choice for vegetable market channels and to determine the factors which affect their choices. A survey involving 887 respondents was carried out in Jabodetabek area. This study found that the traditional retail formats (e.g., wet market, peddler, and kiosks aka warungs) were the favorable place for vegetable purchasing. The results of the multinomial logit model analysis suggests that consumers’ retail format choice is determined by domicile, education level, income level, employment status of women, and purchase frequency. Moreover, other factors that influenced consumer choice is price, quality of product, safety concern, store attributes, easiness & availability, and brand & traceability information. Keywords: Consumers’ choice, vegetable market channels, multinomial logit analysis, factor analysis, Jabodetabek

THE QUESTIONING TECHNIQUES USED BY FOREIGN-EDUCATED BACKGROUND TEACHER TO PROMOTE CRITICAL THINKING

Critical thinking is a cognitive skill that must be achieved by a student in higher education. By having critical thinking, especially in a language class, a student must understand the language and the message it brings to be communicated fluently and it will be a good asset for their future, especially to face the world of work. To foster students' critical thinking, a teacher is required to give them fairly complex questions with suitable questioning techniques. Asking the right technique is a good way to trigger critical thinking. This research uses a qualitative approach and focuses on indigenous teachers who have studied abroad as a subject. The teacher was chosen because, based on theory, overseas have felt a better critical thinking environment, have adapted and absorbed ways to be active in the classroom. This study aims to determine the types of questions and questioning techniques used by teachers to trigger critical thinking students. The results showed that the teacher used high-level cognitive questions namely the types of analysis (25, 3%), synthesis (21%) and evaluation (20, 3%). Then the questioning technique that most teachers use is the decomposition type (25%). It can be concluded that the teacher can foster students' critical thinking by providing high-level questioning techniques and questions with high cognitive level

DEMOCRATIC AND AUTOCRATIC STRATEGIES: TEACHING ENGLISH AT NURSING CLASS

Teaching English for Specific Purposes (ESP) is familiar one in the field of English Language Teaching (ELT). Unfortunately, in practice, many teachers still teach English using the same methods for different departments.  Hence, this study aims to look into teachers’ strategies in teaching English at Nursing Class and students’ responds through those teaching strategies. Data were collected from two teachers and 30 students of SMK Yapika Makassar (private vocational school in Makassar, South Sulawesi). To analyse, teachers’ strategies and student’s responds were classified into observation, questionnaire, and interviews. There were two strategies that applied in this study namely democratic (group discussion, student presentation) and autocratic strategies (lecture method and multimedia method). Finding presents frequency of group discussion dominant used by teachers than other strategies. Besides, it related to student’s responds through teaching strategies. Therefore, students prefer democratic strategies than autocratic strategies.

Respons nasabah terhadap pelayanan Bank Tabungan Negara (BTN): Studi pada kerjasama Bank BTN Kantor Cabang Malang dengan Universitas Brawijaya dan UIN Malang

ABSTRAK Pelayanan pelanggan saat ini merupakan sebuah trend metode alternatif dalam persaingan pemasaran khususnya dalam menarik dan mempertahankan nasabah. Dengan semakin tingginya kualitas pelayanan yang diberikan, diharapkan mampu menarik respon positif nasabah. Pelanggan akan cenderung merespon pelayanan yang telah didapat dan dirasakannya. Jika pelayanan yang dilakukan mampu memenuhi kebutuhan dan keinginannya atau mampu memberikan kepuasan, maka kemudian nasabah akan memberikan penghargaan berupa loyalitas dan sebaliknya. Penelitian ini bertujuan untuk mengetahui peluang pengaruh responsi nasabah terhadap variabel-variabel pelayanan yang telah dikemukakan oleh Groonros. Hasil penelitian yang diambil dari 150 responden menunjukkan bahwa variabel-variabel pelayanan tersebut mempunyai peluang pengaruh yang signifikan terhadap responsi nasabah terhadap pelayanan yang diberikan Bank BTN Kantor Cabang Pembantu UNIBRAW dan UIN Malang (Y), hal ini dibuktikan dengan nilai koefisien hasil perhitungan Logit Model atas variabel-variabel pelayanan yakni profesionalism and skills (profesionalisme dan keahlian), attitudes and behavior (sikap dan prilaku), accessibility and flexibility (kemudahan dan penyesuaian pelayanan), reliability and trustworthness (keandalan dan kepercayaan), recovery(pengendalian situasi dan pemecahan masalah) (X5), reputation and credibility (nama baik dan dapat dipercaya) menunjukkan nilai yang positif dan cukup tinggi. Sedangkan secara parsial nilai statistik Uji Wald menunjukkan bahwa peluang pengaruh responsi nasabah juga cukup tinggi dengan signifikansi prosentase yang sangat besar. Saran yang dapat diberikan dari hasil penelitian ini yakni hendaknya Bank Tabungan Negara (BTN) melakukan peningkatan kinerja atau melakukan koreksi pada variabel-variabel pelayanan yang memiliki peluang responsi nasabah tersebut. Dengan harapan yaitu, dengan semakin ditingkatkannya variabel-variabel pelayanan tersebut kepuasan nasabah terhadap pelayanan yang diberikan oleh Bank Tabungan Negara (BTN) akan semakin meningkat. ABSTRACT Today, the customer service is an alternative method trend in competition of marketing especially in attracting and maintaining the customers. With the high quality of service, it is hoped that it could attract the positive response of customer. The customers would tend to response the service that they got and felt. If the service could fulfill their needs and wants, the customers would give a reward in the form of loyalty and the otherwise. The research’s aim is to find out the chance of customer’s response influence on the service variables stated by Groonros. The research result taken from 150 respondents shows that the service variables have a significant chance of influence on the customer’s response to the service provided by BTN Branch of UNIBRAW and UIN Malang (Y), it is proved by the coefficient value of logit model calculation on the service variables, they are professionalism and skill, attitudes and behavior, accessibility and flexibility, reliability and trustworthiness, recovery, reputation and credibility that show a high and positive value. Partially, the statistical value of Wald test shows that the influence chance of customer’s response is high enough with the large percentage. The suggestion that could be given from the research is that BTN should improve its performance or correct the service variables having the chance of customer’s response. It is hoped that with the improvement of service variables, the customer’s satisfaction on the service provided by BTN would increase