MOTIVASI DAN TIPE PERILAKU KOMPLAIN GENERASI Y TERHADAP LAYANAN HOTEL

Audrey Natasha(1*), Nathania Sella(2), Sienny Thio(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

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.


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References


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