MOTIVASI DAN TIPE PERILAKU KOMPLAIN GENERASI Z PADA LAYANAN HOTEL DI INDONESIA

Michelle Wijaya(1*), Felicia Felicia(2), Monika Kristanti(3),


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

Abstract


Abstrak

 

Penelitian ini ditujukan untuk menguji motivasi dan tipe perilaku komplain generasi Z. Uji mean dilakukan untuk mengetahui tingkat motivasi dan tipe perilaku komplain generasi Z. Uji independent t-test dan one way ANOVA digunakan untuk menguji perbedaan antara motivasi dan tipe perilaku komplain generasi Z dengan faktor demografi usia, jenis kelamin, tingkat pendidikan, dan jumlah pendapatan atau uang saku. Berdasarkan hasil uji dapat disimpulkan bahwa: (1) Motivasi komplain utama generasi Z dalam melakukan komplain adalah mengharapkan adanya tindakan perbaikan dari pihak hotel. (2) Tipe perilaku komplain generasi Z yang paling sering dilakukan adalah menyebarkan negative word of mouth saat terjadi kegagalan jasa. (3) Tidak terdapat perbedaan motivasi dan tipe perilaku komplain generasi Z yang signifikan pada layanan hotel di Indonesia berdasarkan faktor demografi usia, jenis kelamin, tingkat pendidikan, dan jumlah pendapatan atau uang saku. (4) Terdapat perbedaan tipe perilaku komplain generasi Z yang signifikan pada layanan hotel di Indonesia jika dilihat dari faktor demografi usia.

 

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

 

Abstract

 

This study aimed to examine the difference betweencomplaint motivation and type of complaint behavior of gen Zwith age, gender, education level, andtotal  income or pocket money. Mean test is done to determine the motivation and type of complaint behavior of gen Z. The independent t-test and one-way ANOVA test are used to see the difference between motivation and type of complaint behavior of gen Z with age, gender, education level, and total income or pocket money. The conclusions are: (1) Complaint motivation of gen Z is to request corrective action of the hotel. (2) Type of complaint behavior of gen Z is to spread negative word of mouth after the service failure. (3) There is no significant difference in the complaint motivation and type of complaint behavior of gen Z seen from age, gender, education level, and total income or pocket money. (4) There is significant difference in the type of complaint behavior of generation Z seen from age. 

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


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