MOTIVASI DAN TIPE PERILAKU KOMPLAIN GENERASI Y TERHADAP LAYANAN HOTEL

Audrey Natasha, Nathania Sella, Sienny Thio

Abstract


Abstrak - Penelitian ini ditunjukkan untuk menguji motivasi dan tipe perilaku komplain generasi Y, serta perbedaan antara tipe perilaku dan motivasi komplain. Uji mean dilakukan untuk mengetahui tingkat motivasi dan tipe perilaku komplain gen Y. Uji independent t-test dan one way ANOVA digunakan untuk menguji perbedaan antara motivasi dan tipe perilaku komplain gen Y dengan jenis kelamin, tingkat pendidikan, dan pendapatan. Berdasarkan hasil uji dapat disimpulkan bahwa: (1) Motivasi komplain utama dari gen Y adalah upaya perbaikan dari pihak hotel untuk memperbaiki masalah. (2) Tipe perilaku komplain gen Y yang paling sering dilakukan adalah menceritakan ketidakpuasannya kepada keluarga. (3) Tidak ada perbedaan yang signifikan pada motivasi dan tipe perilaku komplain gen Y dilihat dari jenis kelamin, tingkat pendidikan, dan pendapatan.

Kata Kunci: Motivasi Komplain, Perilaku Komplain, Generasi Y, Hotel.

Abstract - This study aimed to examine the motivation and type of generation Y complaint behavior, as well as the difference between motivation and type of complaint of gen Y with gender, education level, and income. Mean test is done to determine the motivation and type of complaint behavior of gen Y. The independent t-test and one-way ANOVA test are used to see the difference between motivation and type of gen Y complaint behavior with gender, education level, and income. The conclusions are: (1) Motivation of gen Y in complaint is the improvement of the hotel to fix the problem. (2) Type of gen Y complaint behavior is to tell the dissatisfaction to family. (3) There is no significant difference in the motivation and type of gen Y behavior in making complaints seen from gender, education level, and income.

Keywords: Complaint Motivation, Complaint Behavior, Generation Y, Hotel.


Full Text:

PDF

References


DAFTAR REFERENSI

Badan Pusat Statistik. (2016). Jumlah akomodasi, kamar, dan tempat tidur yang tersedia pada hotel bintang menurut provinsi. Retrieved March 19, 2018, from https://www.bps.go.id/linkTableDinamis/view/id/1096

Davidow, M. (2000). The bottom line impact of organizational responses to customer complaints. Journal of Hospitality & Tourism Research, 24(4), 473-490.

Emir, O. (2011). Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya. African Journal of Business Management, 5(11), 4239.

Gita, V.D. (2010). Dari rindu order hingga kebanjiran order. Jakarta: Gramedia.

Heung, V. C., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283-289.

Howe, N., & Strauss, W. (2000). Millennials rising: The next great generation. New York: Vintage.

Hoyer, W.D. & Maclniss, D.J. (2007). Customer behaviour (4th ed.) Boston: Houghton Mifflin.

Kau, A. K., Richmond, D., & Han, S. (1995). Determinants of consumer complaint

behaviour: A study of Singapore consumers. Journal of International Consumer Marketing, 8(2), 59-76.

Kleber. (2009). Millennial white paper: The newest generation dramatically shifting the consumer landscape. Retrieved March 19, 2018, from http://www.kleberandassociates.com/wpcontent/uploads/2011/01/KAMillennialsWhitePaper. pdfS.

Kueh, K., & Voon, B.H. (2007). Culture and service quality expectations: Evidence

from generation Y consumers in Malaysia. Managing Service Quality: An International Journal, 17(6), 656-680.

Lancaster, L. C., & Stillman, D. (2002). When generations collide: Who they are. Why they clash. New York: Collins Business.

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

Nas (2006). Generation Y: The Millennials. Retrieved March 19, 2018, from http://www.nasrecruitment.com/our-thinking/nas-insights/.

Oh, D.G. (2004). Complaining behavior of academic library uses in South Korea. The Journal of Academic Librarianship, 25(43), 136-144.

Phau, I., & Puspita Sari, R. (2004). Engaging in complaint behaviour: an Indonesian perspective. Marketing Intelligence & Planning, 22(4), 407-426.

Ruslan, C. (2013). Studi deskriptif perilaku komplain dan motif komplain pelanggan restoran di hotel X Surabaya. Calyptra, 2(1), 1-10.

Santos, J., & Boote, J. (2003). A theoretical exploration and model of consumer expectations, postā€purchase affective states and affective behaviour. Journal of Consumer Behaviour, 3(2), 142-156.

Smola, K.W., & Sutton, C. D. (2002). Generational differences: Revisiting generational work values for the new millennium. Journal of Organizational Behavior, 23(4), 363-382.

Westerman, J. W., & Yamamura, J. H. (2007). Generational preferences for work environment fit: Effects on employee outcomes. Career Development International, 12(2), 150-161.


Refbacks

  • There are currently no refbacks.