ANALISA PERBEDAAN PERILAKU KOMPLAIN DAN EKSPEKTASI TERHADAP SERVICE RECOVERY PADA GENERASI BABY BOOMERS, GENERASI X DAN GENERASI Y SAAT MAKAN DI RESTORAN TABLE SERVICE DI SURABAYA
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Abstract
Abstrak – Generasi yang lahir di tahun yang berbeda cenderung memiliki perbedaan sifat dan perilaku. Perilaku komplain konsumen dibagi menjadi empat tipe, yaitu: 1) Inertia 2) Negative Word of Mouth 3) Third Party 4) Voice. Bentuk-bentuk service recovery, yaitu: 1) Procedural Justice 2) Interactional Justice 3) Distributive Justice. Penelitian ini bertujuan untuk mengetahui apakah ada perbedaan perilaku komplain dan ekspektasi terhadap service recovery yang signifikan pada generasi baby boomers, generasi X dan generasi Y saat makan di restoran table service di Surabaya. Hasil penelitian ini menunjukkan terdapat perbedaan perilaku komplain yang signifikan antara generasi baby boomers, generasi X dan generasi Y, sedangkan tidak terdapat perbedaan yang signifikan pada ekspektasi terhadap service recovery antara generasi baby boomers, generasi X dan generasi Y.
Kata Kunci: Perilaku komplain, ekspektasi service recovery, generasi baby boomers, generasi X, generasi Y, restoran table service.
Abstract – Generations born in different years tend to have different characteristics and traits. Consumer complaint behavior is divided into four types, including: 1) Inertia 2) Negative Word of Mouth 3) Third Party 4) Voice. The forms of service recovery include: 1) Procedural Justice 2) Interactional Justice 3) Distributive Justice. This study aims to determine whether there are significant differences in complaints behavior and expectations of service recovery in the baby boomers generation, generation X and generation Y when eating at table service restaurants in Surabaya. The results of this study indicate that there are significant differences in complaint behavior between baby boomers, generation X and generation Y, while there is no significant difference in expectations of service recovery between baby boomers, generation X and generation Y. Keywords: Complaint behavior, service recovery expectations, baby boomers generation, generation X, generation Y, table service restaurants.
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