ANALISA PENGARUH MOTIVASI KOMPLAIN KONSUMEN DAN PERILAKU KOMPLAIN KONSUMEN TERHADAP EXPECTATION OF SERVICE RECOVERY HOTEL BINTANG 4 SURABAYA
(1)
(2)
(3)
(*) Corresponding Author
Abstract
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.
Keywords
References
Alexander, H.B. (2017, January 23) Okupansi rendah, hotel baru di Surabaya justru bertambah. Kompas Cyber Media, retrieved from http://www.kompas.com
Al-Jeraisy, K. I.R. (2008). Consumer behavior: an analytical study of the saudi family's purchase decision (3rd ed.) Saudi Arabia: King Fahd National Library Cataloging-in Publication Data.
Antόn, C., Camarero, C., & Carrero, M. (2007, December). Analysing firms' failures as determinants of consumer switching intentions the effect of moderating factors. European Journal of Marketing, 41, 135-158.
Bhandari, M.S., Tsarenko,Y., Polonsky, M.J. (2007, May). A proposed multi-dimensional approach to evaluating service recovery. Journal of Services Marketing, 21(3), 174-185.
Boeroe, C.G. 2005. Sejarah Psikologi. Yogyakarta: Ar Ruzz Media.
Dhami, M.K. (2012, March). Offer and acceptance of apology in victim-offender
mediation.Journal of Critical Criminology, 20(1), 45-60.
Ding, M. (2007). A theory of intreperson games. Journal of Marketing, 71(2), 1-11.
Forman, C., Ghose, A., & Wiesenfeld, B. (2008, September). Examining the relationship between
reviews and sales: the role of reviewer identity disclosure in electronic markets.
Information Systems Research, 19(3), 291-313.
Ghozali, I. (2014). Structural equation modeling: metode alternatif dengan partial least squares
(PLS) (4th ed.). Semarang: Universitas Diponegoro Semarang.
Harris, K.E., Grewal, D., Mohr, L.A., & Bernhardt, K.L. (2006, April). Consumer response to
service recovery strategies: The moderating role of online versus offline environment.
Journal of Business Research, 59(4), 425-431.
Hartini, S., & Aventina. (2013, December). Complaint behaviour: relationships individualism,
self confidence and voice intention with gender as moderating variable. Journal of
Economics, Business, and Accountancy Ventura, 16(3), 443 – 456.
Huang, J., & Chang, C. (2008, January). The role of personality traits in online consumer complaint behavior and service recovery expectation. International Journal of Society,
(9), 1223-1232.
Holloway, B.B., Wang, S., Beatty, S.E. (2009, September). Betrayal? Relationship quality
implications in service recovery. Journal of Services Marketing, 23(6), 385-396. jenishotel.info. (2015). Retrieved, from http://jenishotel.info/category/klasifikasi-hotel. Khaniwale, M. (2015, April). Consumer buying behavior. International Journal of Innovation
and Scientific Research, 14(2), p. 278-286.
Kim, G.M., Wang, C. & Mattila, A.S. (2010, April). The relationship between consumer
complaining behavior and service recovery: an integrative review. International Journal
of Contemporary Hospitality Management, 22(7), 975-991.
Kuncoro, M. (2009). Metode riset untuk bisnis dan ekonomi. Jakarta: Erlangga.
Lervik-Olsen, L., Andreassen, T.W., & Streukens, S. (2016). What drives the intentions to
complain?. Journal of Service Theory and Pratice, 26(4), 406-429.
Matehan, T., & Yasemin, Z. A. (2011, May). Demographic characteristics and complaint behavior: an empirical study concerning turkish customers. International Journal of
Business and Social Science, 2(9).
Matos, C.A., Rossi, C.A.V., Veiga, R.T., & Vieira, V.A. (2009, September). Consumer reaction
to service failure and recovery: the moderating role of attitude toward complaining. Journal of Service Marketing, 23(7), 462-475.

Mousavi, M., & Esfidani, M.R. (2013, May). A comprehensive model of customers’ complaint behavior. International Journal of Academic Research in Business and Social Sciences, 3(5), 2222-6990.
Nimako, S.G., & Mensah, A.F. (2012, June). Motivation for customer complaining and non- complaining behaviour towards mobile telecommunication services. Asian Journal of Business Management, 4(3), 310-320.
Park, S.G., Kim, K., & O’Neill, M. (2014, June). Complaint behavior intentions and expectation of service recovery in individualistic and collectivistic cultures. International Journal of Culture, Tourism and Hospitality Research, 8(3), 255-271.
Ruslan, C. (2013). Studi deskriptif perilaku komplain dan motivasi komplain pelanggan restoran di hotel Surabaya. Jurnal Ilmiah Mahasiswa Universitas Surabaya, 2(1).
Schiffman, L.G., Kanuk, L.L., & Hansen, H. (2008). Consumer Behaviour: a European outlook. Prentice Hall / Financial Time.
Siu, N.Y., Zhang, T.J., & Yau, C.J. (2013, April). The roles of justice and customer satisfaction in customer retention: a lesson from service recovery. Journal of Business Ethics, 114, 675-686.
Stauss, B., & Seidel, W. (2004). Complaint management: the heart of crm. Mason, Ohio: American Marketing Association.
Sudradjat, A.S., Kumara, G.K., & Susandi, N. (2014). Complaint handling and service recovery analysis at low cost carrier airline and effects on customer satisfaction in Indonesia. International Journal of Science and Research, 3(1), 181-186.
Sugiyono. (2009). Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan R&B). Bandung: Alfabeta.
Sugiyono. (2010). Metode penelitian kuantitatif, kualitatif, dan r&d. Bandung: Alfabeta. Sugiyono. (2017). Statistika untuk penelitian. Bandung: Alfabeta.
Svari, S. & Olsen, L. E. (2012). The role of emotions in customer complain behaviors.
International Journal of Quality and Service Sciences, 4, 270-282.
Tauriana, D. & Christine (2011, May). Analisis hubungan servoce recovery terhadap complaining
behavior dan dampaknya terhadap brand switching. Binus Business Review, 2(1) Tronvoll, B. (2010, March). A dynamic model of customer complaining behavior from the
perspective of service-dominant logic. European Journal of Marketing, 46, 284-305. wikipedia.com. (2017, February). Retrieved from
https://id.wikipedia.org/wiki/Daftar_hotel_di_Kota_Surabaya.
World’s leading digital resource for language success. (n.d.). Complaint. Retrieved March 14,
, from http://www.dictionary.com/browse/complaint?s=t

Refbacks
- There are currently no refbacks.