ANALISA PERILAKU KELUHAN KONSUMEN DI RESTORAN KELUARGA DI SURABAYA

Tan Christian Jonathan Tamara

Abstract


ABSTRAK

 

Tujuan penelitian ini adalah untuk mengetahui pengaruh perilaku keluhan konsumen di restoran keluarga di Surabaya.  Teknik analisa yang digunakan dalam penelitian ini adalah analisa kuantitatif deskriptif. Teknik pengumpulan data dalam penelitian ini melalui kuisioner dengan menggunakan skala linkert. Responden yang diteliti sejumlah 104 responden yang merupakan konsumen restoran keluarga di Surabaya. Hasil Penelitian menunjukkan bahwa indikator jenis kelamin, usia, dan penghasilan menentukan perilaku keluhan konsumen.

 

Kata Kunci: Perilaku Komplain, Perilaku Konsumen, Komplain Konsumen.

 

ABSTRACT

 

The objective of this research is to determine the effect of consumer complaints behavior in family restaurant in Surabaya. Analysis technique used in this research is descriptive quantitative analysis. Technique of collecting data in this research through questioner by using scale linkert. The respondents are 104 consumer who are family restaurant consumer in Surabaya. The results showed that the indicators of gender, age, and income affect the behavior of consumer complaints.

 

 

Keywords: Complaint Behavior, Consumer Behavior, Consumer Complaint.

Full Text:

PDF

References


DAFTAR REFERENSI

Andika, R., & Malik, A. (2016, February 6). Bps beberkan kondisi ekonomi konsumen kuartal iv 2016. Retrieved from https://bisnis.tempo.com.

Emir, O. (2011). “Customer Complaints and Complaints Behavior in Turkish Hotel Restaurant: An Appliction in Lara and Kundu areas of Antalaya. “. African Journal of Business Management, Academic Journal, 5(11), 4239-4253.

Ghozali, I. (2014). Structural equation modeling: metode alternatif dengan partial least squares (PLS) (4th ed.). Semarang: Universitas Diponegoro Semarang.

Hartini, S., & Aventina. (2013, December). Complaint behaviour: relationships individualism, self confidence and voice intention with gender as moderating variable. Journal of Economics, Business, and Accountancy Ventura, 16(3), 443 – 456.

Keng, Kau Ah, Richmond, Daleen & Han, Serene. (2008), “Determinants of Consumer Complaint Behaviour:A Study of Singapore Consumers”, Journal of International Consumer Marketing, Vol. 8, No 2, p59-76.

Khaniwale, M. (2015). International Journal of Innovation and Scientific Research.

Kim, G.M., Wang, C. & Mattila, A.S. (2010, April). The relationship between consumer complaining behavior and service recovery: an integrative review. International Journal of Contemporary Hospitality Management, 22(7), 975-991.

Matehan, T., & Yasemin, Z. A. (2011, May). Demographic characteristics and complaint behavior: an empirical study concerning turkish customers. International Journal of Business and Social Science, 2(9).

Mousavi, M., & Esfidani, M.R. (2013, May). A comprehensive model of customers’ complaint behavior. International Journal of Academic Research in Business and Social Sciences, 3(5), 2222-6990.

Nimako, S.G., & Mensah, A.F. (2012, June). Motivation for customer complaining and non-complaining behaviour towards mobile telecommunication services. Asian Journal of Business Management, 4(3), 310-320.

Powers, T., and Barrows, C.W.(2003). Introduction to The Hospitality Industry. 5 th edition. New York: John Wiley & Sons.

Ruslan, C. (2013). Studi deskriptif perilaku komplain dan motiv komplain pelanggan restoran di hotel Surabaya. Jurnal Ilmiah Mahasiswa Universitas Surabaya, 2(1).

Sugiyono. (2009). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan R&B). Bandung: Alfabeta.

Sugiyono. (2010). Metode penelitian kuantitatif, kualitatif, dan r&d. Bandung: Alfabeta.

Sugiyono. (2017). Statistika untuk penelitian. Bandung: Alfabeta.

Tjiptono, F. (2005). Pemasaran Jasa. Malang: Bayu Media Publishing.

Tjiptono, Fandy dan G. Chandra. 2005. Service, Quality, & Satisfaction. Yogyakarta: Penerbit Andi.


Refbacks

  • There are currently no refbacks.