A Pragmatic Study of Apology Strategies Used by English Department Students in WhatsApp Conversation With Their Peers

Nazhifah, Salsabila (2026) A Pragmatic Study of Apology Strategies Used by English Department Students in WhatsApp Conversation With Their Peers. S1 thesis, Universitas Andalas.

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Abstract

This study aims to examine apology strategies and the factors that influence their use in WhatsApp conversations among peers in the English Department students class of 2022. This study uses the theoretical framework of apology strategies proposed by Blum-Kulka & Olshtain (1984) and Trosborg (1995) with a qualitative descriptive approach. The research data consists of 43 utterances from 20 apology chats taken from authentic WhatsApp conversations. The results show that all five types of apology strategies were used, namely Explicit Expression of Apology (16 data), the high frequency of which implies that in digital communication, efficiency of delivery without beating around the bush can be achieved, Explanation of Account (13 data), Acknowledgment of Responsibility (8 data), Offer or Repair (3 data), and Promise of Forbearance (3 data), the low frequency implies that the purpose of apologies in the digital context is to defuse the situation and reduce tension that is short-lived and temporary, rather than to make promises for the future. The factors that influence the choice of apology strategy include Personal Factors (32 data) which have a high frequency, implying that the apology strategy in this context is situational and depends on the individual's internal interpretation, Orientation Toward Solidarity (30 data), Intensity of Relationship (30 data), Gender (4 data), and Cultural Background (2 data) have a low frequency, implying that cultural influences tend to be obscured and difficult to distinguish from personal factors.

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