ANALISA PENGARUH MOTIVASI KOMPLAIN KONSUMEN DAN PERILAKU KOMPLAIN KONSUMEN TERHADAP EXPECTATION OF SERVICE RECOVERY HOTEL BINTANG 4 SURABAYA
Keywords:
Semiotic, Sade Village, Traditional Residential, Sasak TribeAbstract
Tujuan dilakukannya penelitian ini adalah untuk mengetahui pengaruh motivasi komplain konsumen dan perilaku komplain konsumen terhadap expectation of service recovery hotel bintang 4 Surabaya. Data yang digunakan dalam penelitian ini diperoleh dari pengisian kuesioner oleh 114 konsumen Warga Negara Indonesia yang pernah menginap dan pernah melakukan komplain di hotel bintang 4 Surabaya. Dengan menggunakan metode analisa Partial Least Square, hasil penelitian menunjukkan bahwa motivasi komplain konsumen berpengaruh positif dan signifikan terhadap perilaku komplain konsumen, dan perilaku komplain konsumen berpengaruh positif dan signifikan terhadap expectation of service recovery.
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