ANALISA PERILAKU KELUHAN KONSUMEN DI RESTORAN KELUARGA DI SURABAYA

Tan Christian Jonathan Tamara(1*),


(1) 
(*) Corresponding Author

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.

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References


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